In short
Orders are flagged for security review when our automated systems detect unusual patterns - this is a protective measure and does not mean you have done anything wrong.
During a security review your order is paused and will not be fulfilled until the review is complete, which usually takes up to 24 hours on business days.
You may be asked to verify your identity or payment method - responding promptly helps us resolve the review as quickly as possible.
Why orders get flagged and what happens next
Your payment matched a fraud or risk pattern
Why this happens: Our fraud detection system automatically flags orders that share characteristics with known fraudulent transactions - this includes things like unusual purchase amounts, mismatched billing details, or a high number of orders in a short time.
What to do:
Check your email for a message from CoinGate Gift Cards support asking for additional information.
Reply promptly with any documents or details requested - this is the fastest way to clear the review.
Do not place duplicate orders while a review is in progress, as this can extend the review period.
Your account or device was flagged as high risk
Why this happens: Orders placed from IP addresses, devices, or locations associated with previous fraud attempts are automatically flagged for manual review, regardless of whether you personally did anything wrong.
What to do:
If you are using a VPN or proxy, try disabling it and placing a new order from your regular network - some VPN IP ranges are on shared blocklists.
If you believe the flag is a mistake, contact CoinGate Gift Cards support with your order ID and explain your situation - we review each case individually.
You placed multiple large orders in a short period
Why this happens: A sudden spike in order volume - even from a trusted customer - can trigger an automated review to verify the activity is legitimate.
What to do:
Wait for the current review to complete before placing additional orders.
If you regularly purchase in bulk, contact CoinGate Gift Cards support in advance to discuss your needs - we may be able to pre-approve higher volume orders.
Your payment method required additional verification
Why this happens: Card payments and certain crypto transactions sometimes require extra verification steps under our payment processor's rules or under KYC requirements.
What to do:
Check your email for a verification request from CoinGate Gift Cards.
Follow the instructions in the email to complete identity or payment verification.
Once verification is complete, your order will be reviewed and fulfilled if approved.
Frequently asked questions
How long does a security review take?
Most security reviews are completed within 24 hours on business days. If you respond quickly to any verification requests, the process is usually much faster.
Will I get a refund if my order is rejected after the security review?
Yes. If your order does not pass the security review and is cancelled, your payment will be refunded. The time it takes to appear in your account depends on your payment method - crypto refunds may take longer than card refunds.
Does a security review mean I'm suspected of fraud?
No. Security flags are triggered automatically by patterns in our system - many legitimate customers are flagged, especially first-time buyers or those making larger purchases. It is a protective process, not an accusation.
Can I speed up the security review?
Yes - the fastest way to resolve a review is to respond immediately to any email from CoinGate Gift Cards support with the requested information. Incomplete or delayed responses are the main reason reviews take longer.
What should I do if I haven't heard anything after 24 hours?
Contact CoinGate Gift Cards support directly with your order ID. We will check the status of your review and provide an update as quickly as possible.