Review and support policy
Revision date:
Sometimes we pause a payment before it is credited to your balance so a person can look at it. This page explains when that happens, what you will see, what we may ask you for, and how long it takes.
1. When we hold a payment
We may hold a payment when one of our checks flags it, for example:
- Amount anomalies — the amount received does not match the invoice, or the pattern of payments is unusual for your account.
- Sanctions-list hit — the sending address appears in the sanctions data we screen against (see the AML and sanctions policy).
- Mismatched network — the funds arrived on a different network or as a different token than the invoice asked for.
- Fraud signals — information suggesting the payment is part of a scam or uses stolen funds.
2. What you see
While a payment is held, its funds are not available in your balance. You can ask support about any payment at any time: we will tell you whether it is under review, what triggered the review as far as the law allows, and what we need from you.
3. What we may ask for
Only what we need to resolve the specific issue: usually the invoice or order reference, the transaction hash, the network used, and a short description of the sale. In some cases we may ask for more, such as who the customer is or proof that the goods or service were delivered. We never ask for private keys, seed phrases or passwords.
4. How long it takes
- Review: within 24 hours from the moment we have the information we asked for.
- Support: first response within 1 hour on Telegram. A first response confirms we are on it or asks for what is missing; it is not always the final decision.
5. What happens to the funds
We never keep held funds silently. A review ends in one of two ways: the payment is released to your balance, or it is returned to the sender. Returns go through refunds, which are not live yet; until they are, a payment that cannot be released stays held, recorded against your account, and we tell you its status. Once refunds are live, returns are sent to the original sender where the network allows it.
6. Contact
Write to @veilnebula_bot on Telegram and include the invoice reference or transaction hash. This is our only support channel.