Please be assured that if your payment has been approved by us and you received an email confirming this, you will receive your cryptocurrency.
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 a maximum of 3 hours for them to appear inside your wallet.
Here is a short video explaining how blockchain works.
You can check on the delivery status of your cryptocurrency by copying and pasting your crypto-address 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
The funds are usually usable within an hour after purchase, but if you still do not see them after 3 hours, please contact us and we will investigate further.
Here’s a video of how to look up a Bitcoin transaction. The same process applies for all cryptocurrencies.
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.