Onramper is a fiat onramp aggregator that combines a large number of the major onramp sellers together, allowing for users from countries all around the world to participate and use any number of supported currencies and payment methods to exchange fiat currency for cryptocurrency. Onramper calculates the best option among all of the integrated onramp providers for each transaction, saving users money in the long run.
Due to the nature of Onramper, most transaction-specific issues must be dealt with the chosen provider used, as Onramper sends transaction details to the given onramp provider to execute them. If you have an issue that is still unresolved after reading through the FAQs below, support tickets can be opened for each provider using these links for more assistance:
Note: The following is a reformatted version of the FAQ page Onramper currently has on their site here. This article simply serves as a Sushi-specific version of their FAQ containing only the information pertinent to Onramper as the official fiat on-ramp of Sushi.
How Can I Contact Support?
Due to the nature of Onramper, support tickets are delegated to the onramp provider that is used. However, there are a few steps that can be taken before submitting a ticket:
Check The Transaction Status
When making a transaction using Onramper, an email is sent to the email address used that will allow you to check the transaction’s status. Transactions of this nature take time; if the expected transaction time has not elapsed yet, please be patient.
Look Into The Provider’s FAQ
Each provider can be slightly different and handle transactions in different ways; if using one of the following providers, take a look through their specific FAQ page first to see if you can find an answer there:
If you have exhausted the other options and the expected transaction time has elapsed, the best thing to do is open a support ticket directly with the provider chosen - please open a support ticket using the relevant provider support link above.
Why Did My Order Fail?
There are a few common reasons that a transaction might fail, in addition to any other situation-specific reasons. If a transaction fails, many times the solution is to simply try another provider that is integrated with Onramper.
More often than not, your transaction might’ve failed due to:
- Failing The Identity Check Many providers require users to provide information in a Know Your Customer (KYC) check for protection. If a user fails the identity check for any reason, the transaction will fail. Check with your chosen provider if the identification check fails to take any additional steps needed.
- The billing information on a card used is incorrect, such as the billing address
- The issuing bank declined the credit card authorization
- The issuing bank does not support crypto transactions
- The bank transfer was sent from someone else’s bank account (this is not allowed)
- The reference number provided wasn’t included (when using a bank transfer)
- An incorrect amount was sent (when using a bank transfer)
How Do I Check My Transaction’s Status?
Due to the nature of Onramper, they cannot help users in determining specific transaction statuses as these are handled separately by the onramp provider used. When making a transaction, you should receive an email from the provider used which will contain information pertinent to your specific transaction, commonly including a link to its status that can be checked.
If you still feel that something is wrong, please open a support ticket using the relevant provider support link above.
Is It Possible To Cancel A Transaction Or Receive A Refund?
As Onramper is not involved with the transaction itself, this is dependent on the specific provider used and their terms and conditions relating to the topic. However, as a general rule of thumb it should be assumed that once a transaction is initialized, cancellations and refunds will not be accepted.
My Credit Card Was Charged But I Don’t See My Cryptocurrency
When using a credit card as the payment method, many of the providers (such as Moonpay and Wyre) will put a temporary pre-authorization on your card that reserves the funds made in the transaction. Pre-authorization charges simply put a hold on the funds in your account and are not an actual charge as they do not remove the funds themselves; they are simply used to validate your payment method and will show up on your statement as PENDING.
If your transaction fails for whatever reason, the pre-authorization will be canceled. Depending on your bank, the pending transaction will generally disappear the same day but can also take up to 10 business days in some cases. However, these pre-authorization charges will disappear, and you will not be charged for the transaction.
If you feel that there has been a mistake made or there is an issue in regards to the pre-authorization charge, please open a support ticket using the relevant provider support link above or contact your issuing bank for assistance.
My Transaction Has Been Processing For A While, What’s Going On?
Due to network congestion and the payment medium used, sometimes a transaction can take longer than others. The first thing to do is check for the email (that is sent upon submitting the transaction) from the specific onramp provider used that contains the transaction-specific details; these many times will contain a link that allows you to check on your transaction’s status and monitor if any additional details are needed.
Some transactions may take a few hours if using a credit card. If using a bank transfer for the transaction, they may take anywhere between 1 to 3 business days to process.
If the expected transaction time has elapsed, please open a support ticket using the relevant provider support link above.
Why Do I Have To Verify My Identity?
Depending on the onramp provider chosen, identity verification is required by law in order to convert fiat currencies into cryptocurrencies. This process exists for customer protection and compliance and is required by law in almost every jurisdiction. The specific identification process used is dependent on the provider chosen to make the transaction.
Why Do I Have To Verify My Identity Again For Another Transaction?
Onramper does not store any personal information used when making a transaction with any of their integrated onramp providers; it is sent directly to the provider itself. As such, identity verification must be redone with each transaction to ensure their success and validity.
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