Help with your crypto payment

You're paying a merchant through PurpleRail. Here are answers to the most common questions. For anything about your order itself (delivery, returns), contact the shop you bought from.

How long does a payment take?

Once you've sent the funds, the payment page shows "Payment detected" within seconds and then counts confirmations. It's usually complete in 1–3 minutes on Ethereum and Polygon, about 1 minute on Tron, and 10–30 minutes on Bitcoin. You can close the page: the merchant is told as soon as the payment is confirmed.

I sent less than the amount shown

The page will say "Partial payment received" and show exactly how much is still to send. Send the rest to the same address, on the same network, before the timer runs out. If you can't, contact the shop: what you sent can be returned.

I sent more than the amount shown

Your order is paid, and the extra is returned to you. The shop or its payment provider will contact you to confirm where to send it.

I paid after the timer ran out

Your funds are not lost. Because prices move, a late payment is checked by a person before it is accepted at the new rate or returned to you. Keep your transaction ID and contact the shop with your order number.

I sent the wrong token or used the wrong network

If you sent a different supported token to the address (for example USDT instead of USDC on the same network), it is detected and held for review, then returned. If you sent on a network that isn't supported for that address, recovery may not be possible. Contact the shop with your order number and transaction ID as soon as possible.

My payment "couldn't be accepted"

Every payment is checked automatically, as financial regulations require. Sometimes a payment can't be accepted, and we're not allowed to explain the reason. Contact the shop and quote your order number; where the rules allow, the funds are returned to you.

Which wallet should I use?

Any wallet that can send the token you chose on the network you chose: for example MetaMask, Coinbase Wallet, Trust Wallet or an exchange app. Scan the QR code or copy the address. Always check that the token and the network match what the payment page shows.

Is this safe?

Each order gets its own deposit address, generated by our servers and held by a licensed custodian. The price is locked while the timer runs. We never ask for your seed phrase or private keys — if anyone does, it's a scam.

Still stuck?

Contact the shop you're paying: they can see your payment's status and will get help from PurpleRail if needed. Have your order number and, if you've sent funds, the transaction ID (hash) from your wallet ready.