Transactions & Support

Support tickets can be opened with the fiat gateway (i.e. the seller) you used for your transaction. 

Onramper itself cannot help with support-queries as it is not involved with the transactions themselves, which means we cannot alter or cancel transactions and we do not have the information required to provide any updates on the status of transactions.

This depends on a number of factors, including the fiat gateway and the payment method used, as well as your location.

Generally, card payments are processed almost immediately. However, it’s common for some transactions to take a few hours. Bank transfers can take anywhere between 1 and 3 (business) days. The crypto is released once all fraud and KYC checks have been completed. For first time transactions, this can take between a few minutes and a few hours, depending on additional verification that may be required. Most subsequent transactions will be processed within about 15 minutes. 

In cases of heavy network congestion (which can happen with Ethereum), the on-chain transaction might take longer to execute. Bitcoin generally takes up to an hour to arrive.

If it takes a lot longer to receive your cryptocurrency then described here, please open a support inquiry with BTCDirectCoinify, Indacoin MercuryoMoonpayWyre or Xanpool.

In some edge-cases, Mercuryo transactions can go wrong in case of high network fees.

If you’ve used Mercuryo, please use the chat bubble on their website here to get instant support.

This depends on the fiat gateway used for the transaction. Onramper cannot help you in determining the status of your transaction as we are only the middleman that connects you to the fiat gateway. We do not have any insight into the status of your transaction.

In any case, you will receive an email from the fiat gateway you used, which contains information on your transaction. This email generally includes a link to check the status of your transaction.

Still feel like something is wrong? Still feel like something is wrong? Please open a support inquiry with BTCDirectCoinify, Indacoin MercuryoMoonpayWyre or Xanpool.

Once a payment is initialized, refunds or cancellations are generally not available – although this is up to each individual fiat gateway. Onramper is in no way involved with the transaction between you and the gateway. As such, see the terms of the gateway you transacted with.

When you choose credit card as payment method, and you place an order with Wyre or Moonpay, that party will put a temporary pre-authorisation on your card that sets aside the correct amount of funds for your transaction.

Unlike an actual transaction, a pre-authorisation does not take funds out of your account, it simply puts a hold on those funds until your transaction has been sent for processing.

Pre-authorisations will show up on your statement as “PENDING” and are not an actual charge.

Why do we use pre-authorisations?

A pre-authorisation confirms your payment method is valid, operational, and that there are enough funds to cover the cost of the transaction, while other processes are finished (such as verifying that you are who you say you are).

What happens if the transaction gets rejected after a pre-authorisation has been placed on my card?

If for some reason your transaction fails or is cancelled, the pre-authorisation will be cancelled. 

Depending on your bank, the pending transaction will just disappear the same day, but in some instances this can take up to 10 business days. 

Rest assured, you will never be charged for failed transactions and funds will never leave your account.

Still feel like something is wrong? Please open a support inquiry with BTCDirect, Coinify, Indacoin Mercuryo, MoonpayWyre or Xanpool.

You might have failed the identity check:

Many sellers, such as Moonpay, require you to provide information on who you are, sometimes including an upload of your ID/passport. In case you do not pass this identity verification, your order will fail.

Additionally, your payment itself can fail for various reasons. 

If you’ve paid with credit card, the most common reasons for failed orders are:

  • you used someone else’s credit card or inputted the wrong billing address
  • your issuing bank declined the credit card authorization
  • your bank does not support crypto-acquisitions
  • incorrect billing info

If you’ve paid with bank transfer, the most common reasons for failed orders are:

  • you’ve sent the transfer from someone else’s bank account
  • you haven’t included the reference number provided to you 
  • you have sent an incorrect amount

If payment itself fails, you can try to buy from another seller integrated in Onramper.

If you paid with credit card, your money doesn’t leave your account until the crypto is sent. If something goes wrong, the temporary charge placed on your card/account is removed.

If you’ve been waiting longer than expected, you can check the status of your transaction with the link sent to you by email (if supported by your chosen gateway). The transaction tracker will tell you if there’s any extra steps needed, or if your payment method has been declined for any reason, and the order has failed.

It’s common for some transactions to take a few hours in the case of credit cards. When using bank transfers, transactions can take 1-3 days.

Still feel like something is wrong? Please open a support inquiry with BTCDirect, Coinify, Indacoin Mercuryo, MoonpayWyre or Xanpool.

About Onramper

Most frequent questions and answers about Onramper itself

Onramper is a ‘fiat gateway aggregator’ that aggregates multiple major fiat-to-crypto gateways in a single easy to implement fiat onramp. Simply said, this means that businesses can integrate Onramper on their website to allow their users to buy crypto using fiat. 

By aggregating multiple fiat gateways, Onramper ensures users can always get the best available price for any transaction. Moreover, this provides the best possible coverage of available fiat currencies, cryptocurrencies, supported geographies and payment methods. 

The user chooses what crypto he/she wants to buy, what fiat currency is used and with what payment method he/she wants to buy it. Onramper then provides the user with a choice between the best available offers from the major fiat gateways. After the user chooses a gateway, he/she can fill in the personal information required by the chosen fiat gateway.  Onramper sends all data inputted by the user to the gateway in order to complete the transaction. Note that Onramper does not itself convert any currencies.

Onramper supports all currencies and payment methods that are supported by all the fiat gateways that are aggregated within Onramper. 

Currently, Onramper supports over 75 cryptocurrencies, including: 0x (ZRX), Algorand (ALGO), Augur (REP), Band (BAND), Basic Attention Token (BAT), Binance Coin (BNB), Binance USD (BUSD), Bitcoin (BTC), Bitcoin Cash (BCH), BORA (BORA), Cardano (ADA), Celo (CELO), Chainlink (LINK), Chiliz (CHZ), Civic (CVC), Compound (COMP), Cosmos (ATOM), Dai (DAI), Dash (DASH), Decentraland (MANA), DigiByte (DGB), Dogecoin (DOGE), Elrond eGold (EGLD), EOSDT (EOSDT), EOS (EOS), Ethereum Classic (ETC), Ethereum (ETH), Ethereum (Kovan) (KETH), Ethereum (Rinkeby) (RINKETH), FunFair (FUN), Hedera Hashgraph (HBAR), Hive (HIVE), IOTA (MIOTA), Kava (KAVA), LBRY Credits (LBC), Litecoin (LTC), Luna (LUNA), Maker (MKR), Nano (NANO), NEO (NEO), OKB (OKB), OMG Network (OMG), Ontology Gas (ONG), Ontology (ONT), Paxos Standard (PAX), Polkadot (DOT), Qtum (QTUM), Ravencoin (RVN), Solana (SOL), Stellar (XLM), StormX (STMX), Terra KRW (KRT), Terra SDR (SDT), Terra USD (UST), Tether (USDT), Tezos (XTZ), Travala (AVA), TRON (TRX), TrueUSD (TUSD), USD Coin (USDC), VeChain (VET), Waves (WAVES), WAX (WAXP), XRP (XRP), Zcash (ZEC), Zilliqa (ZIL)

You can find the most up-to-date list of Onramper’s supported cryptocurrencies here

Onramper supports all fiat currencies that are supported by the fiat gateways integrated within Onramper. Currently, that includes:

  • AUD – Australian Dollar
  • BGN – Bulgarian Lev
  • CAD – Canadian Dollar
  • CHF – Swiss Franc
  • CNY – Chinese Yuan
  • COP – Colombia Peso
  • CZK – Czech Koruna
  • DKK – Danish Krone
  • DOP – Dominican Peso
  • EGP – Egyptian Pound
  • EUR – Euro
  • GBP – Pound Sterling
  • HKD – Hong Kong Dollar
  • HRK – Croatian Kuna
  • IDR – Indonesian Rupiah
  • ILS – Israeli New Shekel
  • JPY – Japanese Yen
  • JOD – Jordanian Dollar
  • KES – Kenyan Shilling
  • KRW – South Korean Won
  • KWD – Kuwaiti Dinar
  • LKR – Sri Lankan Rupee
  • MAD – Moroccan Dirham
  • MXN – Mexican Peso
  • MYR – Malaysian Ringgit
  • NGN – Nigerian Naira
  • NOK – Norwegian Krone
  • NZD – New Zealand Dollar
  • OMR – Omani Rial
  • PEN – Peruvian Sol
  • PKR – Pakistanee Rupee
  • PLN – Polish Złoty
  • RON – Romanian Leu
  • RUB – Russian Ruble
  • SEK – Swedish Krona
  • SGD – Singapore Dollar
  • THB – Thai Baht
  • TRY – Turkish Lira
  • TWD – Taiwan Dollar
  • USD – US Dollar
  • VND – Vietnamese Dong
  • ZAR – South African Rand

Over 100 more currencies are supported through client-bank-side forex conversions. 

You can find the most up-to-date list of Onramper’s supported fiat currencies here.

Onramper supports all payment methods that are supported by the fiat gateways aggregated in Onramper.

Currently, Onramper supports: credit/debit cards (VISA, Mastercard, Discover for US), wire transfers (SEPA, Interac E-transfer, Faster Payments). 

We’ll be adding more gateways to support local payment methods in the near-future.

You can find the most up-to-date list of Onramper’s supported payment methods here

No. We do not sell cryptocurrencies, nor do we exchange or convert between fiat currencies and cryptocurrencies. We connect users to the fiat gateways that do.

You will find our policies by clicking on one of the following links:

Different fiat-crypto gateways allow (and disallow) users from different countries. While we aim to ensure users can buy cryptocurrency globally, we only work with fiat gateways that have implemented due diligence procedures, anti-fraud measures and KYC/AML policies. As such, users from a limited amount of ‘high-risk’ countries, such as Iran or North-Korea, might not be able to use Onramper.

Identity verification

Depending on the gateway you chose, verification of your identity is required by law in order to execute a conversion of fiat currencies to cryptocurrencies. This process exists to minimize the risk of suspicious transactions involved with money laundering or the financing of terrorism. Such customer due diligence and transaction monitoring is required by law in virtually any jurisdiction. Identity verification is done by the gateway you choose to buy cryptocurrency from. 

Transactions with Wyre do not require uploading a copy of your passport or identity document. 

As ID verification is done by the individual fiat gateways, this depends on which gateway you used. It usually takes MoonPay between two and thirty minutes to verify your identity.
For other gateways, ID verification might take anywhere between a few minutes and 24 hours.

Onramper cannot help you with questions regarding ID verification, as this process is executed (or outsourced) by the fiat gateways. If required, get assistance from the gateway you used for your transaction. Info on how to do this is found in the email you received.

Onramper does not store any information that you fill in when transacting with a relevant gateway through our platform. The same applies to any documents or photos you might upload. Instead, everything is sent directly to the gateway that facilitates your transaction. As such, we cannot currently ensure that the same information and documentation can be re-used across various fiat gateways.

If we notice there is substantial demand for KYC re-use, we might build such functionality in the near-future.