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Why is my order pending or failed?

Sometimes your order might not complete instantly and may show as Pending or Failed. This can be due to payment issues, market volatility, or security verifications. Here's a breakdown of the common causes and how you can resolve them.

Pending status: Common causes and solutions​

  • Blockchain confirmation delays: On-chain transactions may be waiting for network confirmation. Check your TXID on a blockchain explorer or wait a few more minutes.
  • Fiat payment still processing: Some payment methods (e.g., POLi, PayID, card) require additional processing time, especially during weekends or bank downtimes.
  • Order under risk review: Unusual or high-value trades may be flagged for verification. Check your email or notifications for KYC or verification requests.

Failed status: Common causes and solutions​

  • Insufficient balance: You may not have enough crypto or fiat in your account to cover the trade and associated fees.
  • Market volatility: If using a market order during price swings or low liquidity, your order might not fill successfully.
  • Pair or market under maintenance: Some trading pairs may be temporarily paused due to platform upgrades or liquidity provider updates.

Status definitions​

When reviewing your transactions on the app or web, you may see one of the following statuses:

  • Pending: Order is queued for processing.
  • Processing: Order is being processed by our system or payment partner.
  • Filled: Order was successfully completed.
  • Cancelled: The order was interrupted or reversed. In most cases, funds are returned to the original source.

💡Note: The time it takes to complete a transaction may vary depending on the asset, amount, and network conditions.

What to do if your trade is pending or failed​

App​

  • Open the Dashboard and tap History.
  • Review any Pending or Failed orders and tap for more details.
  • If required, take a screenshot of the transaction and contact Support.

Need more help?​

If you're still experiencing issues:

  • Make sure you’ve completed KYC and security steps.
  • Keep screenshots and TXIDs handy for faster support assistance.

💡Still stuck? Our support team is here to help — reach out anytime through live chat.