My order status is PAYMENT_WAITING. What shall I do now?
Please update your payment information by following the steps below:
1. Go to "Buy Crypto" in your crypto trading platform where you placed your order
2. Create an order and choose Koinal as the payment method
3. Before you fulfill the form, you will be notified on the screen - by a red notification box - that you have a waiting order, and you will be asked whether you wish to continue with the existing order or, to dismiss it.
4. Please choose to continue with the existing order to reach your existing order screen
5. Please check your payment information and continue to the 3D screen to submit the information requested for 3D Secure transactions.
Please check your account within 24 hours because any order inactive in 24 hours will automatically be expired!
My order status is KYC_WAITING. Why don't you proceed with it?
To start with the process, we are waiting for you to upload the verification documents as requested on-screen. Please complete your action within 5 hours, before the expiry of the order. EXT-VRF018-V001-TK
My order is in ORDER_CREATED status. What should I do now?
We received your order request from the partner exchange platform. Now, you are expected to complete your payment. Please input the requested customer & 3D secure payment information. Then the system will guide you to the verification step. There, ...
How can I upload my verification document afterwards?
Since your order is still on KYC_Waiting status, we are still waiting for your document uploads, and your ID verification process has not been started yet. Please upload your documents for your existing order by following the steps below: 1. Click ...
My order status is PAYMENT_FAILED. How can I continue with the order?
We are sorry, the payment transaction of your purchase order could not be completed and your order has expired accordingly. We are not able to process this order any more. Please initiate a new order and contact your bank if the problem repeats. ...
My order status turned to PRICE_CHANGED. Should I pay more now?
The Koinal system enables you to continue with the same order within agreed change limits in price (2.5%). If you have not completed your order yet, and the price change is above 2.5%, you will receive an e-mail asking you to approve or to reject ...