There's been a delay with my transaction, what do I do?
This is a question we get often. To understand why there can be delays, we must first understand how the process works.
When you scan your ID and insert money in to the machine, a request is sent to our coin provider to fill your wallet with the coin. Once the provider has verified the transaction, they send the coin, which creates a transaction that then needs to be confirmed to the blockchain.
Similarly, when you send coin from your wallet, it also needs to be confirmed to the blockchain.
There are the two points at which transactions can get held up:
- If there is a backup of transactions pending with our coin provider, this can cause slowness in creating the transaction for the coins to be confirmed to the blockchain. During this time, you will not be able to see the transaction as pending in your account, because it’s not yet being broadcast to the network. Once the transaction has been broadcast to the network, you will be able to see your transaction as pending in your account, however it still needs to be confirmed as a valid transaction by the bitcoin miners (the people who process and confirm transactions for a fee.)
- If there are a lot of transactions being broadcast to the network, they will not necessarily be confirmed in order. The miners prioritize transactions that have a higher fee attached to them. (Think of this as a ‘tip’.) The higher the fee, the quicker the transaction is confirmed. Miners solve one block of transactions approximately every ten minutes. This means that sometimes, your transaction may be held up here. The good news is, your transaction will eventually be confirmed if it’s being broadcast, you may just have to wait.
We try to have your coin to you within twenty minutes of purchase, however this is not always attainable. It is not common for there to be heavy delays, however sometimes it can take a few hours for you to see your funds. If you are waiting for your funds for more than a few hours, please contact us to look in to it for you. Otherwise, just sit back, relax, and wait for your coin to arrive.