Please be assured that if we have approved your payment and you receive an email confirming this, you will receive your cryptocurrency.
In case it is not possible to deliver the coins to the chosen wallet address used in the payment due to technical or other reasons, we are able to issue a full refund. If anything similar occurs, we will contact you through the email used in the purchase.
It is worth mentioning that registering your transaction on the blockchain can sometimes take longer than you would expect. It depends on a whole variety of factors, which Simplex has no control over. Funds are usually transferred immediately after the transaction is approved, however, it might take up to 3 hours for them to appear inside your wallet.
You can check on the delivery status of your cryptocurrency by copying and pasting your crypto address or the transaction hash on one of the blockchain websites, depending on which cryptocurrency you purchased.
You may use this site to find the relevant blockchain explorer (network) to search for the cryptocurrency you have purchased: https://integrations.simplex.com/docs/supported_currencies.
You can find more information on how to locate the cryptocurrency on the blockchain in this video:
The funds are usually transferred within an hour after purchase, but if you still do not see them after 3 hours, please contact us and we will investigate further.