When your order appears as "Under review," it means we are validating one or more elements before completing it.
This step is normal and forms part of the process to:
Confirm your deposit
Verify your information
Comply with applicable security and compliance requirements
Once the validations are finished, the order can move to "Completed" and your tokens will be automatically issued to your wallet.
🔎 Common reasons why an order might be "Under review"
Some of the most frequent causes are:
A verification step needs to be completed
Additional information or documentation is required
We need to confirm that the deposit matches your order exactly (amount, reference, origin, etc.)
An additional validation was triggered by security and compliance controls
High demand: during times of high volume, processing may take longer than usual
In most cases, the review is resolved automatically once the information is validated.
✅ What you can do (recommended)
To help the process move forward as quickly as possible:
Check if the platform has requested additional documents or information
Confirm that your deposit exactly matches the amount indicated in your order
Verify that you correctly included the requested reference or detail
Keep your payment receipt (if applicable)
⚠️ Important: If your order is "Under review," do not make a second deposit or create a new order, unless support explicitly tells you to do so. Duplicating payments can cause further delays.
⏳ How long does a review take?
The time can vary depending on:
The type of validation needed
Whether a manual review is required
The volume of requests at that time
On high-demand days, the process may take longer than usual. While the order is "Under review," it means it is being processed. You do not need to take any additional action unless the platform instructs you to.
📩 When to contact support?
We recommend writing to us if:
Your order remains "Under review" and you do not see any pending requests for information or documents
You have already sent what was requested and the status hasn't changed after a reasonable time
You detect an obvious error in your order or deposit
Before writing, check again:
The current status of your order
Notifications within the platform
Pending requests
🆘 What to include when contacting support?
To help you faster, please include:
Email associated with your account
Order ID
Deposit amount and date
Receipt (if applicable)
Screenshot of the current status (optional, but recommended)
With this information, we will be able to review your case more efficiently and reduce response times.