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If your buy order was rejected, this brief guide will help explain reasons this may occur and provide instructions on how to double-check that the USD has been applied back to your account on the web and mobile.
What's in this guide?
- My Buy-Crypto order shows "Rejected," but why was I Charged?
- How to Find Out if the USD Applied to your Account
My Buy Crypto order shows "Rejected," but why was I Charged?
When placing an order through our Buy Crypto page, the Buy Crypto order does not guarantee that the order will be filled or settled at the displayed price. Should you happen to experience this, please note the USD purchase amount should apply back to your USD Wallet. You can then retry your transaction using your account's USD balance. If the funds were not returned to your USD wallet, please reach out to our Support team via Chat.
How to Find Out if the USD Applied to your Account
On the web
1. After placing your order, click 'Wallet' on the top-left side of your screen. Then, scroll down and click on 'USD US Dollar.'
2. Your Transaction History will show with your most recent transaction attempt at the top. If it shows 'Failed' in the middle column, your USD amount has been refunded to your USD Wallet.
If the funds were not returned to your USD wallet, please reach out to our Support team via Chat.
*Please note there may be a temporary withdrawal lock placed on these assets preventing you from withdrawing these assets until the timer expires. To find out more information about this temporary lock, please refer to our support article.
On the mobile app
1. After placing your order, tap the 'Wallet' Icon on the bottom-right side of your screen. Then, tap on 'USD US Dollar.'
2. Under "Transaction History," look for your most recent transaction (at the top of the list). If it shows 'Failed,' your USD amount has been refunded to your USD Wallet.
If the funds were not returned to your USD wallet, please reach out to our Support team via Chat.
*Please note there may be a temporary withdrawal lock placed on these assets preventing you from withdrawing these assets until the timer expires. To find out more information about this temporary lock, please refer to our support article.
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