What should I do if a cryptocurrency payment fails but funds are deducted from my wallet?

If your cryptocurrency payment shows as unsuccessful on the website but funds were deducted from your wallet, contact support and provide the following details — screenshots will not work, so make sure to copy and paste all information:

Email address used during purchase
Full name used during purchase
Transaction ID / Hash (TXID) — the long string of letters and digits found in your crypto wallet's transaction history, along with the network used (e.g. BEP20, TRC20)
Wallet address to which you sent the payment
Order number (7 digits, if available)

The support team will verify the transaction details and forward your case to the relevant team. Note that if the TXID or wallet address provided do not match the payment processor's records, you will be asked to double-check and resubmit the correct details. If you did not note your order number, the team can still trace your order using the other details above.

Updated on: 08/09/2026

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