In short
If your crypto payment shows as sent in your wallet but your CoinGate Gift Cards order is still pending, it almost always means the blockchain transaction has not yet received enough confirmations.
Your order will update automatically once the required number of confirmations is reached - you do not need to contact support unless the payment has been fully confirmed on the blockchain for more than 30 minutes and your order is still pending.
Do not send a second payment while your order is pending - this will not speed things up and may result in a double payment that needs manual investigation.
Common causes and fixes
The transaction is broadcast but not yet confirmed
Why this happens: Your wallet marks a transaction as "sent" the moment it is broadcast to the blockchain network - but CoinGate only processes the payment after it receives the required number of on-chain confirmations, which can take several minutes to an hour depending on network conditions.
How to fix it:
Look up your transaction ID (TXID) on a blockchain explorer (mempool.space for Bitcoin, etherscan.io for Ethereum).
Check the confirmation count on the explorer - if it is below the required number, you simply need to wait.
Once the required confirmations are reached, your order status will update automatically within a few minutes.
The transaction fee was too low and confirmation is delayed
Why this happens: A low transaction fee means your payment sits in the mempool queue behind higher-fee transactions, especially during periods of network congestion.
How to fix it:
Check the mempool.space dashboard to see current network congestion - if many transactions are queued, yours may take longer.
If your wallet supports Replace-By-Fee (RBF), you may be able to increase the fee while the transaction is unconfirmed - check your wallet's documentation.
If RBF is not available, you will need to wait for the network to process your transaction at its current fee level.
The payment amount was slightly different from the invoice
Why this happens: Crypto invoices are generated with an exact amount due. If the amount you sent differs - even by a tiny fraction - due to wallet rounding or exchange conversion, the payment may not match automatically.
How to fix it:
Always send the exact amount shown on the invoice, including all decimal places.
If you already sent a slightly different amount, contact CoinGate Gift Cards support with your TXID and the order number - our team can manually review the payment.
The payment was sent from an exchange with internal processing delays
Why this happens: Exchanges often show withdrawals as "completed" on their platform before the actual transaction is broadcast to the blockchain. Your wallet or exchange may say sent, but the blockchain has not seen it yet.
How to fix it:
Go to your exchange's withdrawal history and look for a TXID or blockchain transaction link.
If no TXID is available yet, the transaction has not been broadcast - check back in a few hours.
Once you have a TXID, look it up on a blockchain explorer to monitor confirmation progress.
The payment confirmed but the order hasn't updated after 30 minutes
Why this happens: This is rare, but occasionally there is a delay in our system picking up the confirmation signal from the blockchain.
How to fix it:
Confirm on a blockchain explorer that the transaction has the required number of confirmations.
Wait 30 minutes from the final confirmation, then refresh your order page.
If the order is still pending after 30 minutes post-confirmation, contact CoinGate Gift Cards support with your TXID and order number.
Important: Never send a second payment while your order is still pending. If your first payment eventually confirms, you will have paid twice and will need to go through a manual refund process. Always wait and check the blockchain before taking any action.
Frequently asked questions
How long should I wait for my pending order to update after sending crypto?
For most cryptocurrencies, expect 10-60 minutes depending on the network and fee you set. Once the required confirmations are reached, your order should update within a few minutes.
My wallet says the transaction is complete - why is my order still pending?
Your wallet marks a transaction as sent the moment it leaves your wallet, but CoinGate requires a certain number of blockchain confirmations before releasing your order. Check a blockchain explorer for your confirmation count.
Will sending a second payment fix my pending order?
No - do not send a second payment. If your first payment confirms, you will have paid twice. Contact our support team instead if your order doesn't update after the payment fully confirms.
Where can I check how many confirmations my crypto transaction has?
Use a blockchain explorer - mempool.space for Bitcoin, etherscan.io for Ethereum, and similar tools for other cryptocurrencies. Search for your TXID to see the current confirmation count.
What should I tell support if my confirmed payment hasn't updated my order?
Provide your transaction ID (TXID), your order number, the cryptocurrency and amount sent, and a link to your transaction on the relevant blockchain explorer so our team can verify it quickly.