Crypto purchase with fiat in Xverse is powered by Onramper. This feature allows Xverse users to buy directly inside their wallet, with multiple supported payment methods (such as TransFi, Transak, MoonPay, etc.) depending on where you are. If your order is delayed, held for review, or the funds haven't arrived yet, this article explains what's likely happening and how to get it resolved.
Before You Start
A few things to understand up front:
- Because the provider handles the transaction from start to finish, Xverse cannot cancel, refund, release, or speed up an order — only the provider can.
- Save your order ID for purchase support.
Why Your Purchase Might Be Delayed
Most delays come down to one of these reasons:
- Standard processing time. Card payments and bank transfers can take anywhere from a few minutes to a few hours, depending on the provider and your payment method.
- Identity verification (KYC). First-time or larger purchases often trigger an identity check. Your order pauses until you finish verifying with the provider.
- Name mismatch. If the name on your payment method doesn't match the name on your verified provider account, the order can be held until it's reviewed manually.
- Payment or fraud review. Providers may flag a transaction for additional review before releasing funds.
- Network congestion. Once the provider sends your crypto, busy network conditions can slow down the final on-chain confirmation.
Confirm Whether the Crypto Is Already On-Chain
If the provider shows your order as Completed, the crypto may already be on its way to your wallet.
- In Xverse, open your wallet and check your balance and Transactions for the incoming amount.
- If the provider gave you a transaction ID (TXID), you can look it up on a block explorer to see how many confirmations it has.
Need Help? - Contact Onramper
If your order is held, under review, marked failed, or the funds still haven't arrived after a completed order — the provider is the one who can act on it.
- Contact Onramper Support Team.
- Provide your order ID, the date and amount, and the payment method used in your order
Note
For a payment that was charged but never delivered, the provider manages any refund according to their own policy. Xverse cannot issue refunds for third-party purchases.
For anything about the payment, verification, hold, or refund of a completed order, the on-ramp provider is the right place to go.