| Status name | Description |
|---|---|
| New | Initial status. Waiting for deposit. |
| Pending | Deposit detected. Waiting for the required confirmation. |
| On hold | The order requires manual review. |
| Processing | The deposit is confirmed and settlement is in progress. |
| Settle data error | The settlement destination data must be corrected. |
| Completed | The settlement was processed. |
| Canceled | The order expired or stopped for another reason. |
What to do
Pending
BitcoinVN detected your deposit, but it does not yet have the required confirmations. The required number depends on the network and deposit method. One confirmation can be insufficient.
- Wait for the required confirmations. BitcoinVN checks them automatically.
- Do not send a second payment to the same deposit address.
- If the deposit has the required confirmations and the order stays Pending for more than 30 minutes, contact [email protected].
Support needs: Your BitcoinVN order ID and the transaction ID (TXID). For a bank deposit, send the order ID and transfer receipt instead.
Processing
Your deposit has the required confirmations, and settlement has started.
- No action is usually necessary.
- Do not send another payment or try to change the destination.
- For a crypto settlement, contact support if the order stays Processing for more than 30 minutes.
- For a VND bank settlement, use the time information in the VND Bank Transfer article.
- For a cash order, wait for confirmation of your pickup appointment. Do not go to the pickup location before you receive confirmation.
Support needs: Your BitcoinVN order ID.
On hold
Your order needs manual review. More blockchain confirmations do not remove a manual hold.
- Check your email and existing support messages.
- If support requested information or documents, reply in the same support conversation.
- Send only the information that support requested.
- If you did not receive a request, contact [email protected].
Support needs: Your BitcoinVN order ID and only the information or documents requested for the review.
Settle data error
The settlement destination data is not valid or cannot be used. More confirmations do not correct this error.
- Open the order page and correct the settlement destination.
- You can correct the destination data, but you cannot change the settlement method.
- Make sure that the wallet address or bank details are correct.
- Some networks require the destination account to be active before it can receive funds.
- If the order page does not accept the correction, contact support. Do not send new bank or wallet details by email unless support requests them.
Support needs: Your BitcoinVN order ID, settlement method, and the exact error text or a screenshot with sensitive information hidden.
Canceled
Canceled is a final status. Additional confirmations do not reopen the order.
- If you did not send a payment, create a new order and use only the new deposit details.
- If you sent a payment, do not send another payment and do not create another order for the same transfer. Contact support.
- An incorrect deposit can be subject to the Asset Recovery Policy. Recovery or a refund is not guaranteed.
Support needs: Your BitcoinVN order ID and the TXID or bank transfer receipt. Also include the amount, asset, network, and payment time.
Expired orders
Expired is not a separate order status. BitcoinVN shows an expired order as Canceled. Confirmations do not reactivate an expired order.
- Never send a payment to an expired order.
- If you did not start a transfer, create a new order and use only its new deposit details.
- If a third-party withdrawal has not been broadcast, cancel it or change its destination before you use the new order.
- If the transfer is broadcast after expiry, it will not process normally. Do not send a second payment. Contact support with the expired order details.
- The Asset Recovery Policy can apply to a payment sent to an expired order.
Support needs: The expired BitcoinVN order ID, TXID, amount, asset, and network. For an asset-recovery request, also provide your BitcoinVN account email or account ID.