Problems
My order has been under review for hours
A manual review is triggered by a file discrepancy or by the on-chain source of funds analysis.
Two distinct reviews exist. The file review covers your documents: name discrepancy, unusual format, a document to confirm. It generally resolves in a few business hours and you can speed it up by answering requests quickly.
The on-chain analysis review covers the deposited funds. It is triggered by a link to a flagged address, sometimes several hops upstream and without your knowledge. It is less predictable and may require additional documents.
During a review your funds are neither lost nor seized. However, if the review overruns the rate window, the order will be re-quoted. We cannot detail the criteria behind a flag: that restriction is part of the applicable obligations.
Going further
This article does not cover your case?
Open a ticket with the order number and, if it concerns a deposit, the transaction hash. Those two items are usually enough to settle it with no further exchange.
Contact us