Investigate crypto order

If a customer's crypto payment isn't reflected in their order, it may have expired before the blockchain confirmed the transfer. Failed crypto orders where funds were not received, or where the received amount didn't cover the product cost, are assigned error code 5099: Expired payment.

For background on how crypto payments work and why orders can expire, see Crypto payment flow.

How to raise an investigation

Contact the Merchant Support team with the details below. The fastest way to reach us is via the Merchant Support portal, which guarantees the fastest resolution. You can also reach us by email at [email protected].

Required information

• Transaction hash
• Customer's email address
• Amount sent

Optional but helpful

Providing the following details speeds up the investigation:

• Order ID
• Date and time of the transfer
• Centrobill wallet address
• Screenshots or statements from the customer supporting their claim