Getting help.
The problems people actually write to us about, and what to do about each one. Start with your order: the line under the amount says where it stands.
An order has not arrived
Every order is reviewed by a person before the coins go out, and most go out the same day. Until then it shows as placed in your dashboard, with the reason it is waiting. Open the order: the line under the amount is the server's own description of where it stands, and it updates on its own.
If it has been more than a day, email us with the reference shown on the order. That reference is what lets us find it in seconds rather than by asking you questions.
A transfer that shows confirmations on-chain has arrived, even if a wallet has not displayed it yet. That is a wallet refresh problem, not a transfer problem, and the transaction hash on the order is the proof.
You sent to the wrong address or the wrong network
This is the one thing nobody can fix. Coins that reach an address are controlled by whoever holds that address, and a transfer sent on the wrong network cannot be recovered by us or by anyone.
The confirmation screen names the network in full because that is the last moment a mistake can be caught.
A payment was declined by your bank
Declines come from your bank, not from us, and we are not told why. Some banks block crypto purchases by default. Trying a different card, or asking your bank to allow the charge, fixes most of them.
A declined payment is never charged. Nothing leaves your account.
An order was declined by us
If we cannot fill an order at the price we quoted, or the destination fails screening, we decline it and release the hold on your card. You were never charged, though your bank can take a day or two to show the hold as gone. You can place the order again at the current price.
You cannot get into your account
Use the reset link on the sign-in screen. It sends a code to your email and lets you set a new password.
Getting a human
Email support@phantomramp.com. Include the order reference from your dashboard if it is about a specific order, because that is what makes it a two-minute answer instead of a two-day one.
We will never ask for your recovery phrase, your private keys, or your password. Anyone who does is not us, no matter what the address on the email looks like.
Still stuck?
Your order history is the fastest way to answer most questions, and it is already in your dashboard.