If you need help with a crypto buy or sell order, you can contact the third-party fiat API provider that processed your transaction.
In Exodus, buy and sell orders are handled by third-party API providers. Their support teams are best equipped to assist with issues such as delays, errors, or canceled orders.
Need a crypto wallet that gives you full control of your assets? You can download Exodus here.
Banxa, Blockchain.com Pay, BTC Direct, Coinify, Guardarian, MoonPay, Onmeta, Onramp Money, PayPal, Ramp Network, Robinhood, Topper, TransFi, Unlimit, and UTORG are third-party platforms. XO Ramp is powered by third-party platforms. As such, Exodus cannot guarantee the performance of their products/services or that the steps shown and the information provided will always be accurate.
In this article:
Why isn't my order going through?
Try the following troubleshooting steps if your buy or sell order is not going through.
Buying crypto
After you complete a purchase, your crypto will usually arrive within 5-20 minutes.
In some cases, transactions can take longer. This may happen if it is your first purchase or if the third-party API provider needs to complete additional checks.
Sometimes, a payment may not go through, which can delay or prevent your crypto from arriving. In these cases, try the steps below:
1. Make sure your payment was completed
First, check that your payment wasn't rejected for any reason.
After completing your order, you should receive a confirmation email. If you don’t see it, check your inbox and spam folder.
If your payment was rejected, you may need to contact your bank or card provider:
Your bank or card provider may place a temporary hold (pre-authorization) on your funds, even if the payment was rejected. This isn't a charge, and usually, your bank or card provider will automatically release the funds after a set period
2. Make sure your Exodus wallet is synced
If your payment went through, and it's been longer than 5-20 minutes, and you still haven't received your crypto, check that your wallet is synced to the blockchain.
Refresh your wallet's connection to the blockchain: How do I refresh my wallet?
Update your wallet to the latest version of Exodus: How do I update Exodus?
3. Contact the third-party API provider’s support team
If your purchase has been pending for several hours and no action is available, you can contact the support team for the third-party API provider used for your purchase. To learn how, see: How do I get help with my crypto buy and sell order?
Selling crypto
Currently, selling crypto in Exodus is only supported through MoonPay.
Once MoonPay receives your crypto, the time it takes to receive payment depends on your region and payout method. In some cases, this can take up to five business days, depending on your location and withdrawal method.
In some cases, transactions can take longer. This may happen if it is your first order or if the third-party API provider needs to complete additional checks.
Sometimes, a transaction can remain pending, which can delay or prevent funds from arriving. In these cases, try the steps below:
1. Make sure your crypto transaction is confirmed
First, check that your crypto transaction is confirmed and complete on the blockchain.
If MoonPay did not receive your crypto within the required time, you may need to confirm a new quote. If this happens, you will receive an email from them with instructions. If you don’t see it, check your inbox and spam folder.
If the transaction is stuck pending because it was sent with a low network fee, you may be able to accelerate it. To learn more, visit: How do I accelerate a stuck Bitcoin, Ethereum, or ERC20 transaction?
If the transaction is pending due to network congestion, you will need to wait. You can verify the status using a block explorer: How do I find transaction information on a block explorer?
2. Contact MoonPay's support team
If your order has not been completed after several days and no action is available, contact MoonPay’s support team. To learn how, visit: How do I get help with my crypto buy and sell order?
How do I get help with my buy or sell crypto order?
If you need help with your buy or sell order, select the third-party API provider that processed your order from the list below and follow the instructions to contact their support team.
If you're unsure which third-party API provider serviced your order, you can check your order history in Exodus.
For faster support, include the order ID when contacting the third-party API provider that serviced your order: How do I view my order ID and history?
Expand to learn how to contact each third-party API provider.
XO Ramp
XO Ramp
You can contact XO Ramp by sending an email to: [email protected].
When contacting XO Ramp Support, please provide your order ID. You can find it in your order history in Exodus: How do I view my order ID and history?
Make sure to only contact XO Ramp through the official support email: [email protected].
Banxa
Banxa
You can contact Banxa's support team through their support portal: Banxa: Submit a ticket.
You can also find help and answers to common issues in their FAQ: Banxa knowledge base. You can find Banxa's Terms and Conditions here: Banxa customer Terms and Conditions.
When contacting Banxa, please provide your order ID. You can find it in your order history in Exodus: How do I view my order ID and history?
Make sure to only contact Banxa through their official support portal: Banxa: Submit a ticket.
Blockchain.com Pay
Blockchain.com Pay
You can contact Blockchain.com Pay's support team by submitting a request from their website on a mobile browser or desktop browser.
You can also find help and answers to common issues in their support center: Blockchain.com Pay.
When contacting Blockchain.com Pay, please provide your order ID. You can find it in your order history in Exodus: How do I view my order ID and history?
Make sure to only contact Blockchain.com Pay through their official support center: Blockchain.com Pay.
Mobile browser
To contact Blockchain.com Pay, go to their website: Blockchain.com: submit a request. Scroll down and select Blockchain.com Pay in the drop-down menu
Fill out the form and tap Submit.
Desktop browser
To contact Blockchain.com Pay, go to their website: Blockchain.com: submit a request. Scroll down and select Blockchain.com Pay in the drop-down menu.
Fill out the form and click Submit.
BTC Direct
BTC Direct
You can contact BTC Direct's support team by sending an email to [email protected].
You can also start a chat from their support page: Contact BTC Direct.
You can find help and answers to common issues in their FAQ: BTC Direct: Frequently Asked Questions. You can find BTC Direct's Terms and Conditions here: BTC Direct Terms of Service.
When contacting BTC Direct, please provide your order ID. You can find it in your order history in Exodus: How do I view my order ID and history?
Make sure to contact BTC Direct only through their official email [email protected] or from their support page: Contact BTC Direct.
MoonPay
MoonPay
You can contact MoonPay's support team by starting a chat on MoonPay's website: MoonPay Support.
You can also find help and answers to common issues in their FAQ: Customer Support Help Center. You can find MoonPay's Terms of Use here: Terms of Use.
When contacting MoonPay Support, please provide your order ID. You can find it in your order history in Exodus: How do I view my order ID and history?
MoonPay does not provide phone support. You can only contact them through their official support page: MoonPay Support.
PayPal
PayPal
You can contact PayPal's support team by starting a chat on PayPal's website: PayPal: Contact us.
You can find PayPal's Terms of Use here: Terms of Use.
When contacting PayPal, please provide your order ID. You can find it in your order history in Exodus: How do I view my order ID and history?
Make sure to only contact PayPal through their official help center: PayPal: Contact us.
Ramp Network
Ramp Network
You can contact Ramp Network's support team by sending an email to [email protected].
You can also start a chat from their support page: Ramp Network Support Center.
When contacting Ramp Network, please provide your order ID. You can find it in your order history in Exodus: How do I view my order ID and history?
Make sure to contact Ramp Network only through their official email [email protected] or from their support page: Ramp Network Support Center.
Robinhood Connect
Robinhood Connect
You can contact Robinhood's support team directly through the Robinhood website here: Robinhood: Contact Us.
For more options, please visit Robinhood's support article: How to contact support.
Please keep in mind that on some occasions, orders can take up to 24 hours to complete. For information about other potential delays or issues, visit Robinhood's help article: How to ensure a successful transfer?
Make sure to only contact Robinhood through their official support: Robinhood: How to contact support.
How do I view my order ID and history?
Mobile
In Exodus Mobile, a) tap the Wallet icon and b) tap on the Activity icon in the top right corner.
To filter your transactions, tap the All types dropdown menu.
To see your crypto buy orders, a) tap Bought. To see your crypto sell orders, b) tap Sold.
Tap on any of the orders to view more details.
From here, you can see your order details, such as a) the third-party API provider that serviced your order, and b) your order ID.
You can tap on the order ID to copy it.
Desktop
In Exodus Desktop, click on the Buy and Sell icon at the top.
a) Click on the History tab to view all your buy and sell orders. b) Click the arrow next to an order to view more details.
Here, you can see your order details, such as a) the third-party API provider that processed your order and b) your order ID, which you can copy by clicking the copy icon.
Web3 Wallet
In Exodus Web3 Wallet, a) click on the Buy and Sell icon, then b) click on the History icon in the top-right corner.
Here, you can view your buy and sell orders. Click on one of the orders to see more details about it.
You can see your order details, such as a) the third-party API provider that processed your order and b) your order ID, which you can copy by clicking the copy icon.
