After you open a trade to buy coins ( BTC/ETH/BNB…), the seller’s payment details will be shown so that you can complete payment. You will have 15 minutes to make a payment and click on the “I have paid seller” button to confirm your payment. The time will be counted down at the right corner of the payment window.
The seller is notified that you’ve made the payment, and the coins ( BTC/ETH/BNB...) will be held in escrow until the seller releases them for you when you see the payment in his/her account.
If you already made a payment but did not click on the “I have paid seller” button before the payment time window expires, the trade will be cancelled automatically, and the seller’s bitcoin will be unfrozen. Please urgently contact us via chat box or send an email to [email protected] to notify us of this issue. Kindly do not forget to mention the trade ID/reference and explain the situation in which you couldn’t complete payment within the given time (15 minutes).
Based on each situation, our customer support team will have the appropriate solution, including:
We will try to reopen the trade, which means the seller’s coins will be held in escrow again
In case the trade cannot be reopened (because the seller withdrew coins or sold to another one), we will try to reach or add him/her to our blacklist to ask for help, but for those cases, it’s out of our control, we will contact you if the seller comes back and trades with us again.
Should you have any additional inquiries, please feel free to reach out to customer support for further assistance.