I’ve made an order, what is the process now?

Here's what happens after you place an order — and what to do at each stage.

1. Create your order
You create an order through one of Banxa's partner apps or websites.

2. Order validation

Banxa's system checks that your order details are correct. This is automatic in most cases. If there's a mismatch — such as a card number or name that doesn't match — we may need to review it manually.

3. ID check (KYC) — first-time orders only

If it's your first order through a given partner, we'll ask for a photo ID and a selfie (required in most countries). We verify these automatically and let you know the result by email.

4. Payment confirmation

We confirm that your payment has been received and matches your order amount. If you paid by card, we held a pre-authorisation — we finalise the charge now.

5. Fulfilment, cancellation, or refund

If everything checks out, we send the cryptocurrency to your nominated wallet. If your order is cancelled (payment mismatch, KYC not submitted, or payment failure), any funds you paid are returned to your original account or card, subject to our Refund Policy. Refunds typically take 10 business days — credit card refunds can take up to 28 days depending on your provider.

Troubleshooting — and what to do