Problems
My deposit landed after the rate expired
The order is re-quoted at the current rate. You must accept the new amount before any payout.
The deposit is detected and attached to your order, nothing is lost. But the initial rate no longer applies: between the quote and the funds arriving, the corresponding market cover no longer exists.
The system produces a new quote and presents it to you. No payout leaves without your explicit acceptance. If you decline, a return to the origin address is offered, less the network cost of the return.
The most frequent cause is a send made with network fees set too low, which waits in the mempool. On Bitcoin, RBF lets you raise those fees if your wallet supports it.
Going further
This article does not cover your case?
Open a ticket with the order number and, if it concerns a deposit, the transaction hash. Those two items are usually enough to settle it with no further exchange.
Contact us