Something Is Wrong With My On-ramp Crypto Purchase

When you buy crypto through Guarda, the purchase itself is handled by a third-party on-ramp provider. Guarda gives you quick and easy access to these providers through the wallet, but we don't process the card or bank payment or deliver the purchased crypto ourselves.

If something goes wrong with the purchase, the on-ramp provider that processed the order will have the information needed to resolve it. Especially if the payment was charged but the crypto hasn't arrived, the order is delayed, or the transaction was declined. You’ll find the contacts of all of our providers below.

The Most Common Situations and How to Deal With Them

The Payment Was Charged, but the Crypto Hasn't Arrived

First, check the order status in the confirmation email from the on-ramp provider. Crypto delivery may take longer than the payment itself, particularly if the provider is still processing the order or completing additional checks.

If the order shows as completed but the crypto hasn't arrived, contact the provider with the order number and your receiving wallet address. They can check whether the crypto has already been sent and provide the transaction hash.

The Crypto Was Sent to the Wrong Wallet

Check the receiving address in your order details and compare it with your Guarda address. If the crypto was sent to the address entered when the purchase was created, Guarda can't redirect or reverse the blockchain transaction.

If the correct Guarda address appears in the order details but the provider sent the crypto to a different address, contact the provider directly so they can investigate the payout.

The Purchase Returned an Error

An error doesn't necessarily mean money changed hands. The order may have failed before the on-ramp provider successfully processed the payment. Check the order confirmation and your payment method before trying again. If the order failed, contact the provider for its exact status.

I Got an Error, but My Card Was Charged

This one looks particularly alarming, but a charge on the banking side doesn't always mean the on-ramp provider received the money. The bank can authorize the payment and temporarily hold the amount, but the purchase may fail before the money actually reaches the provider. Those transactions often appear as pending or authorized in the banking app but later disappear or return to the available balance.

If the provider did receive the payment, the order may still be processing. So when the purchase is completed successfully, the crypto should be sent to the specified wallet address. If the provider received the funds but couldn't complete the purchase, they can confirm whether the crypto is still being delivered or the payment will be refunded.

How to Get Help With Your Purchase

1. Check Your Order Confirmation

   Find the confirmation email you received after placing the order. It should show which on-ramp provider processed the purchase, along with your order details or reference number.

2. Contact the On-ramp Provider

   Contact the provider's support team directly and include the order information from your confirmation email. Depending on the issue, they can check the payment status, verification process, order status, and crypto delivery.

   Guarda Support can't access or change an order processed by a third-party on-ramp provider. Contacting the provider directly is usually the fastest way to find out what happened.

3. Contact Guarda if You Can't Identify the Provider

   If you aren't sure which provider handled the order and need assistance, contact our support team for guidance. We’ll help you find out and provide contact information.

Use trusted contact links and never share your Guarda private keys, recovery phrase, or backup file with an on-ramp provider or support agent. None of these are required to investigate a crypto purchase.

On-ramp Providers' Support Contacts