We aim to complete all orders as quickly as possible with the least amount of friction however from time to time additional information may be required before we can process your order. Additional information may be required for us to meet our compliance obligations as well as prevent fraud and scams.
Please check the email address which you used to register your account for any emails from Banxa asking for additional information to complete your order. This email will let you know if we need additional information or if there are any issues with your payment or order.
Some transactions (particularly if it’s your first purchase with Banxa) can take longer than usual to process. First time purchases may take longer so that we can complete the required Know Your Customer checks. Unless we are waiting for information from you then these should complete within a few hours.
If you have been waiting for longer than four hours and you do not have an email from us requesting additional information, please reach out to our team via the Support Request. We are available 24/7, 365 days per year to answer any questions you may have regarding your order.