Help CenterWhen you place an order or transaction on the platform, it goes through different statuses that indicate its current stage. Understanding these helps you know what is happening with your assets and whether you need to take action.
Main Order Statuses
There are six main statuses:
· In Process: Your order has been received and is being processed.
· Settled: The order has been successfully completed. All assets have been delivered, and no further action is required.
· Partially Settled: Only part of the order was completed (e.g., some assets didn’t arrive). Please review and contact Support if assistance is needed.
· Cancelled: The order was cancelled before completion, either by your request or due to a system error. Everything has been reverted to its original state. Contact Support for details.
· Rejected: The order was not accepted due to errors or rule violations. The operation did not start. A reason will be provided so you can correct it or request Support.
· Expired: The order expired without completion (e.g., assets not delivered on time). You will need to create a new order if you wish to continue.
You can check the status of your orders at any time in your dashboard.
Transaction Status Screen
By clicking on an order’s status, you will access the Transaction Status screen, which tracks your order progress in real time. This screen provides visibility into all stages of the operation and ensures execution under full regulatory supervision.
The stages displayed are:
1. Request Submitted – Your order has been submitted.
2. Waiting for Your Transaction – The system is waiting for you to transfer the assets (e.g., to a segregated address).
3. Validating Your Transaction – The system verifies compliance with rules and security standards.
4. Transferring Assets to Your Address – Assets are sent to your verified wallet.
5. Finalizing the Request – You receive an email confirmation with transaction details and a post-transaction report.
The screen also includes shortcuts such as “Contact Support” and “Download Report”, allowing you to request assistance or save a summary of your transaction.
