What to do when your crypto payment is not confirmed yet

What happens between sending a payment and order fulfillment

When a payment is sent to the Cryptorefills payment address, it passes through the blockchain network before the order system can read it. On faster networks this typically completes within seconds; on others it can take longer depending on network congestion. During this interval, the order shows as pending, which is the correct state for a payment that's been sent but not yet confirmed on-chain.

The most useful first step when a payment appears delayed is to locate the transaction on a block explorer, a publicly accessible tool that shows the real-time status of a transaction. This tells you whether the transaction was broadcast at all, whether it's waiting for confirmation, or whether it's confirmed and the issue lies elsewhere.

How to check the status of a transaction on a block explorer

Every wallet records a transaction hash for each outgoing payment, usually visible by opening the transaction in your history and looking for a field labelled "transaction hash," "transaction ID," or "TXID."

Paste the hash into the block explorer for the network used. The result will show one of three states: confirmed, pending (broadcast but not yet included in a block), or not found (not broadcast).

Typical confirmation times by network

These are typical times. When a network is busy, confirmation can take much longer. If your payment is confirmed on the block explorer but your order has not updated after 1 hour, contact support with your transaction hash.

What each status means and what to do next

Transaction confirmed on the block explorer but order is still pending

If the correct amount was sent to the correct address on the correct network, the order should update automatically within a few minutes. If it hasn't updated after 1 hour, contact Cryptorefills support with the transaction hash and order number. Do not send a second payment.

Transaction is pending in the mempool

This usually means the fee attached was lower than currently required for inclusion. Some wallets let you increase the fee on a pending transaction to speed it up; the specific steps depend on the wallet.

Transaction does not appear on the block explorer

The transaction was either not broadcast or was broadcast and rejected. The funds haven't left the wallet. Check your wallet balance to confirm, then try sending again. If the wallet still shows it as sent but it doesn't appear on the explorer, try restarting the wallet or switching network connections.

When to contact support and what to include

Contact support when a transaction is confirmed on the block explorer but the order hasn't updated after 1 hour, or when an order has expired and a payment is visible on-chain. Include the order number, the transaction hash, the network used, and the token sent.