Contact information for Onramp providers

  • Updated

If you've completed a transaction to purchase tokens via one of the onramp providers and it isn't showing up in your wallet, we recommend trying the following tips before reaching out for support:

  1. Check if the transaction is still processing: Processing times may vary by provider and can extend significantly during periods of high demand or market volatility. For example, transactions may take hours or even longer if market activity surges due to sudden hype or radical sentiment shifts. Please be patient and allow additional time for your transaction to process. If your tokens do not appear after this period, we recommend contacting the corresponding provider’s support team. If you are not sure which provider you used to purchase the tokens, please review the charge on your bank statements.
  2. Contact support: If you encounter any issues beyond processing delays, you can submit a request to the onramp provider directly using the tips and links below:

When contacting the onramp provider, have the following information ready to expedite support:

  • Transaction ID(If you do not have a valid transaction ID, this indicates the transaction was not processed on chain and the tokens were not sent to your wallet yet.)
  • Wallet address used
  • Date and time of the transaction
  • Amount and token purchased

When tokens don’t appear in your wallet:

  1. Check if the transaction is still processing (this may take several hours or longer during busy times).
  2. Double-check the wallet address provided during the transaction.
  3. Review your bank or credit card statement to identify the onramp provider.
  4. Use the appropriate support link below to contact the provider.

FAQ's

 

What if I encounter issues with account verification, uploading documents, identity verification, or other user info?

If you’re having trouble adding/editing information such as addresses, phone numbers, or issues verifying your account or identity with an onramp provider or exchange, reach out to their support team directly. Phantom cannot assist with verification processes or issues related to third-party platforms.


What should I do if my payment failed or my bank transaction was declined?

If your payment was declined or failed:

  1. Verify the payment method you used (e.g., debit card or bank account).
  2. Contact your bank or payment provider to ensure there are no issues with your account.
  3. Reach out to the onramp provider or exchange to verify the status of the transaction.

What can Phantom do in these situations?

Phantom is a non-custodial wallet, meaning:

  • We cannot provide updates or assistance regarding transactions or user verification on other platforms.
  • We do not have access to your transaction details beyond what’s processed on the blockchain.
  • Any issues related to payments, verification, or missing tokens must be resolved directly with the onramp provider or exchange.

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