Rate Changes Before Deposit Confirmed The number one cause of a stalled conversion is the exchange rate changing 5% or more before the deposit is confirmed. This is usually caused by too low of miner fees during high volatility. The exchange will be automatically halted so the customer can decide whether to proceed or get a refund.
Monero XMR If your funds are not showing up in your wallet, you need to manually re-sync the blocks. This is a bug with the Monero wallet software.
Additional Contact Info
Email is the most efficient way to communicate with us.
Our phone is not staffed 24/7, but voicemail can be left at any time.
Faxes to us should have "To: #1034" at the top of the page.
Please get email confirmation from us ahead of time before sending anything to our office.
Returns, Refunds & Exchanges Policy
In the rare case an exchange is unable to proceed, we usually can just send the input funds back to the address they came from.
In cases where this is not possible, we may need to request a new address for the currency you are converting to.
As long as we have access to them, you will ALWAYS get your funds in some form - either in the original currency or converted.