FAQs

Most orders fail because we couldn’t accept your payment, or we couldn’t verify your account or payment method. If your order has failed and you have received a message saying “Your transaction has been declined by your bank”, please contact your bank for assistance, as they have rejected your payment. For all other inquiries please send us a support request.

If you’re a resident of one of the following countries, we do not offer service in your region: · Albania · Bahamas · Bangladesh · Barbados · Bolivia · Botswana · Cambodia · China · Cuba · Ecuador · Ghana · Iceland · Iran · Jamaica · Mauritius · Mongolia · Myanmar · Nicaragua · North Korea · Pakistan · Panama · South Sudan · Sudan · Syria · Uganda · Venezuela · Yemen · Zimbabwe If you’re a resident of one of these states or territories in the USA, we do not offer service in your region: States: · Connecticut · Hawaii · Kansas · Kentucky · Nebraska · New York · Rhode Island Territories: · American Samoa · Guam · Northern Mariana Islands · US Virgin Islands

If for some reason your transaction fails or is cancelled, we will cancel the pre-authorisation. Depending on your bank, the pending transaction will just disappear the same day, but in some instances can take up to 10 business days. Rest assured, we never charge for failed transactions and funds will never leave your account.

While we always work to secure the best price possible from our liquidity providers, crypto prices can often vary between our partners. In addition to this, cryptocurrencies regularly experience price fluctuations, so there is a small chance you see a different price reflected in your transaction between the time it was created, and the time you see the assets in your wallet. Please note that we always display the price you're purchasing your cryptocurrency at before you make the payment and we can assure you that you'll receive the exact same amount of cryptocurrency you've bought, even if its valuation according to your wallet provider is different.

Absolutely! If for some reason your transaction fails or is cancelled, we will cancel the pre-authorisation on your card. Depending on your bank, the pending transaction will just disappear the same day, but in some instances can take up to 10 business days. Rest assured, we never charge for failed transactions and funds will never leave your account.

It is extremely unlikely we have accidentally charged you twice for the same order, so first, please check to see if you have placed two orders instead of one. If this is not the case, please send us a support request, and send us your order ID as well as a screenshot of your bank statement showing your name and any duplicate charges made to CoinLeaves so that we could investigate it further.

We reverse charges on our customers’ cards the moment their transactions fail or time out, so rest assured that no money has been taken from your account. Typically, refunds are processed within 10 business days, however, your bank may take longer than this to erase the charge from your bank statement. Please contact them if you wish to expedite the process, as unfortunately, we can’t speed this up.

If you need to make a larger purchase than your current limit allows for, go ahead and place the purchase order, and our system will prompt you if you need to upload additional documents. Once we’ve processed this, you will be moved up to the next account tier and your transaction will be delivered.

Card payments are processed immediately and the crypto is released once all fraud and KYC checks have been completed. For first time transactions, this can take between a few minutes and a few hours, depending on additional verification that may be required. Most subsequent transactions will be processed within about 20 minutes, but occasionally during periods where we’re receiving an unusually large amount of orders or we’re running additional checks, it may take longer.

GBP transfers are processed within 1 working day, and Euro transfers are processed within 1 to 3 working days. If you’ve sent your transfer on a Friday evening, during the weekend, or a bank holiday, please note it may not be processed until the following working day. Payments are processed upon receipt and the crypto is released once all fraud and KYC checks have been completed.