My fiat order is stuck or failed

All cryptocurrency purchases on ChangeNOW are processed in partnership with Simplex. There might be several reasons for a fiat order to get stuck or fail.

Here are a couple of things we would advise you to check as a first precaution:

• When creating a fiat order, you have specified an email address that you have access to;
• You have received a message from Simplex asking you for a proof of identity;
• You have passed the verification procedure set up by Simplex;
• Your bank did not decline the transfer of fiat currency to our partners at Simplex (please refer to your bank for more information).

Learn more about creating a fiat order.

If you were able to pass our partners’ verification procedure and your funds were locked by your bank, but the order is still stuck after a long period of time or is displayed as not completed, please contact our customer support team for more info.

If the information on this page does not answer your question, please don’t hesitate to contact our support team (support@changenow.io). We are available 24\7!