Support
How can we help?
Most questions are answered below. For anything about a specific order, include your order ID and we'll pick it up fast.
My payment succeeded but I don't see my crypto yet
Most deliveries
land within 5 minutes, but network congestion can stretch that. Check the tracking link from your order first —
it shows the exact stage. Bitcoin purchases need a blockchain confirmation (≈10 minutes). If the tracker shows
"delivered" and your wallet is empty, make sure your wallet is set to the same network you chose at checkout.
My card was declined
Try again — Coinvito automatically offers another
provider, and different providers have different approval rates. Also confirm your bank allows crypto purchases
(some require enabling it in-app) and that 3-D Secure prompts weren't dismissed.
The ID check failed or is stuck
Verification is run by the payment
provider. Retry in good lighting with an unexpired document; if it stays stuck, contact us with your order ID
and we'll chase it with the provider directly.
I entered the wrong wallet address
Contact us immediately with the
order ID. If the order hasn't been delivered yet we'll try to halt it. Once crypto is sent on-chain it cannot be
reversed — this is why checkout makes you confirm the address.
Can I get a refund?
Failed or cancelled orders are never charged.
Completed crypto deliveries can't be reversed on-chain, but if something about your order went wrong on our or
a provider's side, we will make it right — write to us.
How do I report suspected fraud?
Email
support@coinvito.example with "FRAUD" in the subject. If someone instructed you to make
this purchase, stop now and read our security guidance first.
Fastest for order issues — include your order ID.
support@coinvito.exampleResponse times
Order-blocking issues: within a few hours, around the clock. Everything else: within one business day.
Security reminder
We will never ask for your seed phrase, wallet password or full card number — in any channel, ever.