Cryptadium
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My payment says cancelled, but the money left my wallet

For customers who paid with crypto in an online store that uses Cryptadium. 3-minute read.

In short. Your money is most likely not lost. A blockchain transfer can't be cancelled — it has either reached the payment address or is still on its way. "Cancelled" on the payment page usually means one of three things: the transfer arrived after the payment window closed; the amount was lower than the invoice; or the funds were sent on the wrong network. Don't pay again — find your transfer first.

  1. Step 1. Don't pay again.

    A second payment won't cancel the first one — you'll just have two transfers.

  2. Step 2. Find your transaction hash (TXID).

    It's the unique ID of your transfer. Open the transfer in your wallet or exchange history and copy the "TXID", "Hash" or "Transaction ID" field.

  3. Step 3. Check the transfer in a block explorer.

    Paste the hash into the explorer for the network you used (for example, a Bitcoin explorer for BTC). Check three things: status — confirmed or still pending; recipient address — does it match the address on the payment page; amount — how much arrived after the network fee.

  4. Step 4. Work out what happened.

    Transfer is pendingThe network hasn't confirmed it yet — this happens when the network is busyWait. Once it's confirmed, the store will see the payment
    Confirmed, address matches, full amount, but the payment window had closedThe money reached the store after the invoice expiredContact the store (step 5) — they'll see your payment and decide whether to fulfil the order or refund you
    Confirmed, but the amount is lower than the invoiceThe network fee wasn't coveredContact the store: they can accept a partial payment or ask you to top up
    Address doesn't match, or a different networkThe transfer went to the wrong placeSee "I sent the wrong coin or used the wrong network"

  5. Step 5. Contact the store — it's the fastest way.

    Your purchase agreement is with the store, and the store decides on the order or a refund. Send them: your order number; the transaction hash (TXID); the amount and coin; the network you used; the date and time of payment.

If the store doesn't reply, fill in the "Payment problem" form below. We'll find your payment in our system and pass the details to the store. We don't refund customers directly: a refund is a new transfer that the store sends from its dashboard.

Payment problem

All fields are required unless marked "optional".

We will never ask for your recovery phrase or wallet keys.

What to know about refunds: a blockchain transfer can't be reversed — money can only be returned with a new transfer; the store issues the refund, and Cryptadium can't make a store issue one; the refund's dollar value may differ from your original payment if the exchange rate has changed.