💵 Payments

Important Guidelines for Crypto Payments

When paying with cryptocurrencies, it's very important to use the exact coin and blockchain network specified in the invoice. Any mismatch in the network or coin type will cause delays or failed transactions. Additionally, you must send the exact amount requested—not even 1 cent less. If you're using a platform or wallet that deducts network or transfer fees, be sure to add those fees on top of the requested amount so we receive the full payment. If we receive less than the full amount, the system won’t process your order automatically, and you’ll need to complete an additional transaction to cover the difference. This also requires manual intervention from a support agent, which can significantly delay your order. To ensure a smooth and automatic processing, simply follow the instructions exactly and send the full amount through the correct network. Once the network confirms the transaction, your order will be completed automatically—no delays, no issues.

What does it mean when a transaction is marked as “Under Review” or “Delayed”?

🔹 What does it mean when a transaction is marked as “Under Review” or “Delayed”? At times, a transaction or payment may appear with the status “Under Review” or “Delayed.” This does not indicate a failed transaction, but rather a standard part of our compliance and security process. Below are the most common reasons this status may appear: 1. Regulatory or AML (Anti-Money Laundering) Review: Certain transactions are subject to additional scrutiny by regulatory systems or AML protocols to ensure full legal and compliance alignment. 2. Internal Review by Hexa’s Technical and Compliance Teams: For the protection of all users, our internal systems may flag and temporarily hold transactions for manual verification. 3. Delays Involving External Providers or Exchanges: Occasionally, our upstream providers or partner exchanges may experience temporary issues or backlogs, which can lead to delayed processing. 4. Transaction Initiated Outside Business Hours or on Non-Working Days: If the transaction occurs during a weekend or public holiday, it may be queued for processing on the next business day. 📌 Is any action required from the user? No action is necessary. This is a routine part of our transaction handling process. In most cases, transactions are cleared and processed automatically within 1 to 2 business days. If you believe the delay has extended beyond this timeframe, please feel free to contact our support team for further assistance.