When making or receiving a Monero transaction, the transaction first needs to confirm on the blockchain.

Once this transaction and coins have 10 confirmations, this means that the transaction has cleared and the funds will go through.

There can be delays on the blockchain which may delay the transaction.

If you are unsure whether the transaction processed correctly, you are able monitor it on xmrchain.net. Simply access this website and enter your transaction ID. If the transaction has 10 confirmations and has a block number, then it is confirmed.

If you need any assistance with this, please send us your transaction ID and we will be happy to help where we can.