Payments
Order Statuses
Find out whether a buy, sell or swap is waiting for action, processing, complete or needs attention.
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Order activity shows the recorded state of each buy, sell and swap, including whether it is waiting for you, processing, complete or under review.
Use the status on the signed-in order as the source of truth and do not repeat a payment or crypto transfer while a previous one is processing.
On this page
Buy order statuses, permalink
| Status | What it means |
|---|---|
| Pending Payment | The order is waiting for the selected NZD payment. Pay once using the displayed amount and reference. |
| Paid | The NZD payment has been recorded and the order is waiting to move into execution. |
| Executing | The NZD payment is recorded and the crypto trade is in progress. No further payment is needed. |
| Payment Received — Under Review | The payment was received, but the trade could not complete automatically. Do not pay again while staff review it. |
| Filled | The crypto purchase completed and is being prepared for delivery to the wallet on the order. |
| Withdrawing | The crypto is being sent to the wallet on the order. Wait for the recorded result before taking further action. |
| Completed | The order and its wallet delivery have completed. Open the order for any available transaction details. |
| Failed | The order could not complete. Check its recorded details or contact support before making another payment. |
| Cancelled | The order ended before completion. Do not pay a cancelled order; contact support if money was already sent. |
| Refunded | An eligible NZD refund has been recorded for the order. Normal bank processing time can still apply. |
| Blocked | The order cannot continue automatically because required checks have not been resolved. |
| Under Review | The order is paused for staff review. Wait for an update and provide information only if requested through an authenticated channel. |
| Withdrawal Blocked | Wallet delivery cannot continue until the required checks are resolved. |
| Withdrawal Held | Wallet delivery is paused for manual review. Do not create a replacement order for the same payment. |
| Paused — Verification Required | The order cannot continue until the requested enhanced verification is completed and approved. |
| Cancelled — EDD Declined | The required enhanced verification was not approved, so the order was cancelled. |
Sell order statuses, permalink
| Status | What it means |
|---|---|
| Quote Created | The sell quote has been created. Review and confirm it before the displayed window closes. |
| Awaiting Deposit | The order is waiting for the exact crypto deposit shown in its instructions. |
| Deposit Detected | A deposit was found and is waiting for the required blockchain confirmation or any remaining amount. |
| Deposit Confirmed | The crypto deposit is confirmed and is being prepared for execution. |
| Executing | The confirmed crypto is being sold. Do not send another deposit for this order. |
| Ready for Payout | The trade completed and the NZD payout is queued for the verified bank account on the order. |
| Paying Out | The NZD payout has been submitted and is in progress. |
| Completed | The sell and its recorded NZD payout have completed. |
| Expired | The deposit window closed without a matching deposit. If funds were already sent, keep the transaction hash and contact support. |
| Cancelled | The sell ended before completion. Do not send crypto to a cancelled order. |
| Refunded | A refund outcome has been recorded. Open the order for its destination or transaction details. |
| Deposit Mismatch | The received crypto did not match the expected deposit, so the order needs review. Do not send more unless instructed. |
| Payment Received — Under Review / Trade Failed | The crypto deposit was confirmed, but the trade did not complete. Staff must review it before it can continue. |
| Payout Failed | The NZD payout did not complete and needs staff attention. Do not change the bank destination by creating another order. |
| Under Review | The sell is paused for staff review and will not settle automatically until that review is resolved. |
| Blocked | The sell cannot proceed automatically because required checks have not been resolved. |
Swap order statuses, permalink
| Status | What it means |
|---|---|
| Quote Created | The swap quote has been created. Review and confirm it before the displayed window closes. |
| Awaiting Deposit | The swap is waiting for the exact crypto deposit shown in its instructions. |
| Deposit Detected | A deposit was found and is waiting for the required blockchain confirmation. |
| Deposit Confirmed | The crypto deposit is confirmed and is being prepared for the swap. |
| Awaiting Exchange Liquidity | The deposit is confirmed, but execution is waiting for available exchange liquidity. The order will retry automatically. |
| Executing / Trading | The deposited asset is being converted into the selected receiving asset. |
| Trade Complete | The conversion completed and the receiving asset is being prepared for wallet delivery. |
| Withdrawing | The receiving asset is being sent to the wallet on the swap. Wait for the recorded result before taking further action. |
| Completed | The swap and its wallet delivery have completed. Open it for any available transaction details. |
| Expired | The deposit window closed without a qualifying deposit. If funds were already sent, keep the transaction hash and contact support. |
| Deposit Failed | The deposit could not be accepted or confirmed automatically and needs attention. |
| Payment Received — Under Review / Trade Failed | The deposit was confirmed, but the swap trade did not complete. Staff must review it before it can continue. |
| Withdrawal Failed | The trade completed, but wallet delivery did not. Do not create a replacement swap while staff review the withdrawal. |
| Cancelled | The swap ended before completion. Do not send crypto to a cancelled swap. |
| Refunded | A refund outcome has been recorded. Open the swap for its destination or transaction details. |
| Blocked | The swap cannot proceed automatically because required checks have not been resolved. |
| Under Review | The swap is paused for staff review. Wait for an update and provide information only if requested through an authenticated channel. |
| Paused — Verification Required / Paused (EDD) | The swap cannot continue until the requested enhanced verification is completed and approved. |
When to contact support, permalink
Contact support if a status conflicts with a confirmed bank or blockchain record, or if the page explicitly asks for assistance. Include the order ID and transaction hash or bank reference, but not passwords, seed phrases or one-time codes.