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Crypto order stuck pending, partial, failed, or sent on the wrong network

You might be here because: “I paid but the order is still pending” · “Order … received part of its payment. Send the rest to the same address” · “Order … is closed. Start a new payment to receive a new address” · “my order says failed but the money left my wallet” · “I sent on the wrong network” · “I can’t see the deposit address anymore” · “where is my order id” · “sent the wrong coin”

Short answer

This page is for a crypto order you already have; to start one, see Pay with crypto. Find the order’s state under Billing → Crypto payments: pending means no payment seen yet, partial means too little arrived, failed means reported failed or expired, or still unpaid 24 hours after it was created, or a part-paid order whose rest did not arrive within 3 days. Once coins have left your wallet, a person settles it from your order id and transaction hash; never send more to an old address.

Check first

  • The order id starts with ord_ and sits next to each order under Billing → Crypto payments.
  • Look up the transaction hash in the block explorer for the network you used: not broadcast → the wallet never sent it; 0 confirmations → waiting on the network.

Likely causes and fixes

  1. Still pending after paying. The order moves to confirming once the payment processor sees the payment, and to paid once the network has confirmed it to the required depth; how long that takes varies by coin and congestion. Wait. Confirmed on-chain but still pending after 30 minutes → send a person the hash.

  2. “Order … received part of its payment. Send the rest to the same address, in the same coin, within 3 days.” Too little arrived — usually the wallet took its network fee out of the amount, or rounded it down. No plan activates while an order is partial. Fix: send the remaining amount (in the email we sent, and on the billing page) to the same address, in the same coin, before the deadline. If it does not arrive in time, the order closes and a person contacts you about what you sent. This message shows only when we know how much is left.

    “Order …: a payment arrived; we’re confirming the amount.” A payment arrived but its amount still needs checking (for example it came without an amount, in another coin, or in several parts). Don’t send anything more: if anything is left to pay, we email you the amount.

  3. “Order … is closed, and we received a payment for it.” The order closed with money on it, for example a part-paid order whose rest did not arrive within 3 days. A person settles what you sent with you under the refund policy; for a part-paid order you choose: the amount received is granted as plan time or AI credits, or returned. AI credits granted this way expire twelve months after they are granted. Don’t send anything more to that address.

    “Order … is closed. Start a new payment to receive a new address.” The payment was reported failed, expired or refunded, or the order was still unpaid 24 hours after it was created and was closed; a part-paid order whose rest did not arrive within 3 days closes too, and shows the message above. Never sent funds → nothing more is needed; start a new payment from Choose a plan when you are ready. Funds left your wallet → tell a person straight away, with the hash.

  4. Sent on the wrong network. The address is valid only on the network shown at checkout. If both chains share the address format, the funds sit at that address on the wrong chain and are often recoverable; if not, the send usually fails, and otherwise recovery depends on the chain and is best effort.

  5. Overpaid. The order completes as paid; the surplus is not carried forward automatically — contact support: the extra is returned, or, only if you agree, granted as plan time or AI credits. AI credits granted this way expire twelve months after they are granted.

  6. The deposit address is gone. Only the checkout window shows it. Not sent yet → leave it: an order with no payment closes as failed when the payment processor reports it expired, or 24 hours after it was created, whichever comes first. Already sent → a person, with the hash.

If it still fails

Press Talk to a person in this chat (or open Help) and include your account email, the order id, the transaction hash (an explorer link is fine), the network, and the wallet’s send confirmation if you have it. Anything where coins have moved is handled by a person; the assistant cannot see or change an order.