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Why Haven’t I Received My Crypto Yet? Should I Be Concerned?

Status Identification:
Most cryptocurrency transactions are completed within 10 to 60 minutes. Delays can occur due to blockchain congestion, international wire transfer times (up to 3 business days), or additional KYC checks.

Required Information for Support

Onramper is an aggregator. To track your funds or provide a status update, we must identify which third-party provider processed your transaction. If your crypto has not arrived after 12 hours, please provide the following to our chat agent:

  1. The Provider Name: Found in your confirmation email (e.g., MoonPay, Banxa, Stripe, Transak).

  2. The Transaction ID: (If available).

No Need to Worry

In these situations, your funds are safe. You will either receive your cryptocurrency once the network/KYC process is complete or the provider will issue a full refund.

How to Resolve This

  • Locate your Provider: Search your inbox for a "Confirmation" or "Receipt" email from a service like MoonPay, Banxa, or Transak.

  • Contact the Provider: Each provider has a dedicated support team with the legal authority to move your funds.

  • Ask Us for the Link: Once you tell us the name of your provider, we can provide you with their direct priority support link.

Understanding Onramper’s Role

Onramper connects you to these providers but does not handle your cash or crypto directly. We act as the bridge. For the fastest resolution, reaching out to the specific provider is the most effective step.