Most of the time, transactions with mismatches will be declined automatically. 
If you have any doubts or questions regarding the payment being declined, you may contact us directly via email or live chat. 
Kindly note that we cannot always provide exact details about why a transaction has been declined. 

The post Correct information appeared first on Simplex.

If the cryptocurrency is sent to a wallet address you have no control over or the access is shared with someone else, tracking or retrieving the coins can be impossible. 
Additionally, please note that once the payment is approved and the coins have been sent out, our part of the transaction is over. 
We do not offer payment refunds if the cryptocurrency has been delivered to the wallet address provided in the transaction.

 If you currently have a pending payment with a wallet address that you do not control, we kindly ask you to contact us. You can do that in two ways:

• Via live chat at the bottom right side of our homepage at simplex.com;
• By submitting a ticket through our Support Center.

The post Can I use a friend’s/merchant’s/non-personal wallet address? appeared first on Simplex.

During the checkout stage, if you are located in a country that belongs to the EEA (European Economic Area), you can choose "Euro Bank Transfer SEPA" as one of the payment methods. 

Once you select this payment option and press "Continue", you will be transferred to the order summary, where you must verify your email address. 

Please enter a valid email address you can access and click that you have read and agreed to the Terms and Conditions and Privacy Policy once you have done it. After that, once you press "Continue", an email verification code will be sent to your inbox, and you will need to enter it in the pop-up that appears on the screen:

After your email has been verified, you will need to provide your personal details and the billing (or residential) address:

After filling out the needed information, you will be asked to verify your identity through a specialized service called Onfido.
You can find a detailed step-by-step guide on verifying your identity live using the Onfido service here: How can I verify my identity live through Onfido?

Once you have finished verifying your identity, you must submit information about the bank that will process the payment and execute it. 

You can choose the bank from the list provided in the drop-down menu. It is automatically generated based on your country:

Note: Not all banks in your country can be selected to make this purchase. You can only choose the ones from the list.

Once you select the bank, enter your bank account number, confirm your agreement to the Privacy Policy and the Terms, and press "Deposit," – you will be automatically taken to your bank, where you must finish the payment. 

First, you must log in to your bank account as usual.

Once you log in, you will see the purchase summary and need to confirm it through your bank in a way that is usual to them. 

After the payment is done, you will see a notification on the screen about the payment being processed:

You will be informed via email about the outcome of the payment attempt. 
Please note that a SEPA bank transfer might take up to a maximum of 3 business days, though it usually happens much quicker. 

Should the payment be approved, a payment approval email will be sent, followed by a confirmation email asking whether you have received the cryptocurrency a few hours later. 
You will also be emailed if you need to redo the verification or if the transaction is cancelled or declined.

If you need more clarification about the status of your purchase, feel free to reach out to us directly, and we will be more than glad to assist you. 

The post Buying cryptocurrency with a SEPA bank transfer appeared first on Simplex.

Additionally, it is not possible to change the cryptocurrency address once your payment has been already initiated and when it is approved. Once the cryptocurrency is sent, we have no more control over it, and our part in the transaction is over.

Please note that you can only cancel your pending transaction. After the cancellation, you can issue a new payment using the correct cryptocurrency address or other details.

The post Can I edit my payment details or change the cryptocurrency address? appeared first on Simplex.

A refund can only be offered from our side if the payment is approved and the cryptocurrency can not be delivered for technical or other reasons. In cases of technical issues and possible delays (longer than 3 hours) with the purchase that we are aware of, our team will contact you directly via the email used in the transaction.
If you notice that your payment was approved but the coins have not reached your wallet within 1 hour, please contact us, and we will immediately investigate it.

If you still don't see the coins in your wallet after 1 hour since your payment was approved, please check whether your transaction is visible on the blockchain before you contact us.
If it is, you must contact your wallet service provider for further clarification.
If it is not, please let us know.

More information on how to locate your transaction on the blockchain can be found in the video added below:

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