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My sales order has been cancelled, what do I do?

Your sales order may have been denied for one or more of the following reasons:

  • The bitcoins arrived too late.
  • You did not transfer any bitcoins.
  • You transferred too few bitcoins.

A problem that regularly occurs, is that bitcoins are received too late, therefore the transaction will be canceled. If you send the bitcoins from an exchange (for example Binance, Bittrex or Kraken), the bitcoins often will be sent later. Exchanges gather outgoing transactions and rarely send it directly. Because you only have 5-10 minutes time to place the transaction on the bitcoinnetwerk to us (it doesn’t have to be confirmed within that time), the limited time often leads to a canceled transaction. We therefore recommend to send the bitcoins to a wallet first, before you create a sell order with us.

If you send us less bitcoins than the specified amount, the transactions will also be canceled. Always take the miners-fee into account when sending bitcoins. In the case that you are selling bitcoins to us from your wallet please note that It is not possible to send your entire balance, because your wallet always needs additional bitcoins for the miners-fee. You can for example leave 0,0003btc in your wallet so that it can be used for the miners-fee. In the case that you still want to sell bitcoins to us from an exchange please note that your exchange charges a set fee for sending bitcoins. Please take that into account when you are sending bitcoins to us to ensure that the correct amount of bitcoins arrives on our address for the order.

If you transfer too few bitcoins or if they arrive too late, we will automatically return the bitcoins after we’ve received a network confirmation. If your bitcoins have not been returned to your wallet within 2 hours after we’ve received the network confirmation, please.contact us.

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