My order status is EXPIRED. What should I do now?
Your order may be expired due to verification failure or due to your inactivity within 5 hours.
Please initiate a new order and complete the KYC process during the order process. You will have 5 hours to complete the document uploads.
You will be refunded automatically with the same amount as your expired order. So there will not be any duplicated charge by initiating a new order.
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 ...
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, ...
My order status is KYC_FAILED. Shall I update my documents?
Unfortunately, your documents uploaded could not be verified. You will be notified by email about the reason. Please read your email notification and take relevant action by initiating a new order. Please be kindly noted that orders at KYC_Failed ...
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 ...
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