Payment problems: wrong amount, wrong network, not confirmed
What to do when a crypto payment was too small, too large, split, sent on another network or isn't confirmed.
Why a payment isn't confirmed automatically
Payments are matched automatically only when one transaction of exactly the amount shown arrives at the address of your order, on the network you chose, after the order was created. Anything else waits for a person to look at it:
- the amount was lower (for example a fee was deducted) or higher;
- the amount was sent in two or more transactions;
- a different coin or network was used;
- the same transaction was meant to pay two orders.
Don't pay a second time
If your payment wasn't confirmed, do not send the full amount again — that creates a second payment we then have to refund by hand. Your money is not lost: our team can match it manually.
Contact us with these details
Open a ticket under My tickets (or use the Open support ticket form on the order page), or write to us on Telegram or by email. Include:
- your order number (MG-…);
- the transaction hash (TxID) and the coin and network;
- the amount you sent.
We check the blockchain and either complete your order, ask you to send the difference, or refund the payment.
All support channels: Contact support.
Overpayments and duplicates
An overpayment or a duplicate payment is refunded in full, by hand, to a wallet address you confirm — in the same coin and network where possible, minus the network fee. See Refunds.
