Tried to buy coins - money got taken, but still no coins in my account

Hi,

Yesterday I tried to buy coins (almost 24 hours have passed already) and the money are withdrawn from my card (payment is currently in status "Pending"), but I still have no coins in my account.

During the purchase, the 3D verification failed (according to the site) - yet, the money got taken from my card. Checking my account balance, states I have 0 coins.

Could you please check the details on your end or if I have to do something - what do I do next, how can I deal with this problem?

Thank you in advance!

PS: If this is not the way to deal with such issues via Forum post, I'm sorry. I couldn't find support site to write to.

Best Regards

The money isn't taken. That's just how banks work, whether a transaction succeeds or not. They set the relevant amount aside, so you aren't able to "double-dip" it while a transaction isn't yet confirmed. It remains like that until the failed transaction "times out" for the bank, which can take a couple business days depending on their individual policies.

Ok, in that case what option do I have?

Do I try again today? Do I wait for the money to be refunded first and then try again? Is there a know issue, so I have to wait until date X to pass and then try again? Do I switch the payment method?

I'd suggest contacting our Support to see if there's anything that could be done (don't think so) and the payment processor's as well, to find out what went wrong with the verification to solve it. The verification isn't done or managed by us, any currency exchange will always be dealt with by a payment processor due to it being a donation.

Alright, thank you very much for your guidance - I'll try to contact them!

For future reference - how do I contact your Support? I tried from the "Support" tab via "My Account", but the only category I can select is "Ban Appeal". Do I just simply not select any, when I want to write regarding a different topic, besides bans?

If you account isn't Premium (that comes from having a donation, and lets you use a General Inquiry ticket) you can contact them by email with [email protected].