There is a problem with my payment or transaction. Who should I contact?

Start with the provider. The provider named on your offer took the payment, ran the checks, and sends the crypto. It holds the record of the order and it is the side that acts on it.

What the provider asks for is the order reference from its confirmation email, along with the email address used for the purchase.

Before you write to anyone

A transaction sits in progress while the payment is confirmed, while the provider reviews the order, or while the network records the transfer. Each stage moves on its own clock, and the status in your history says which stage it is at.

If the provider does not resolve it

Submit a ticket through Profile > Support in the app, or use the ticket form. What helps in the ticket:

• Coindisco transaction ID
• provider name and provider order ID
• direction, asset, network, fiat currency, and amount
• wallet address or transaction hash, where the transfer has started
• the email used for the transaction

Never send full card numbers, passwords, private keys, or seed phrases. Nobody at Coindisco or at a provider needs them.

Common transaction issues in the GitBook

Learn more: Which countries and payment methods does Coindisco support? and Customer support in the GitBook.