Simplex

Hello Donna, Thank you for your review. Please be informed that you've reached the Simplex support team. From the information provided, it seems that we did not process your payment, MoonPay did. In order to receive further assistance, it would be best to contact them directly. Regards, Julia Head Of Customer Support

Hello, Thank you for getting in touch. From what I can see, it would seem that you might have been a victim of a scam. We would like to highlight that Simplex is a payment processor for fiat-to-cryptocurrency purchases. Our main activity scope is secure payment processing and fraud prevention. As a regulated service in the EU, we take extreme measures to ensure the safety of all transactions that are sent to us, stopping thousands of fraudulent payments on a daily basis. I am sorry to hear that your case might have been different. I can see that your case has already been transferred to our analyst team for further investigation as well as assistance. You might be asked relevant questions or asked to provide some additional information for a better understanding of your case. I’d like to ask for your ongoing patience and collaboration with the relevant team. Thank you for your ongoing patience! Regards, Julia Head Of Customer Support

Hello Cherie, Thank you for getting in touch! I am sorry to hear about the difficulties the fees applied to your transaction have caused you. Please be informed that the fees charged for your payments allow us to serve you in the most efficient and timely manner possible. Our fees can generally range between 3.5 and 5% of the total purchasing amount, with a minimum fee of 10 USD. I would like to clarify that you are always able to see the exact amount of cryptocurrency you will receive, with the fees already deducted and the exchange rate at the time of your purchase applied, on the checkout page. At this stage, you have the option to either proceed with your payment, or opt out of the process entirely, should the amount seem unsatisfactory. Nonetheless, we are always striving to lower our costs for your convenience – therefore, you are most welcome to try and issue a new transaction at a slightly later time, and we will do everything we can to charge you the most reasonable amount, all the while providing you with excellent services. Please do not hesitate to let us know should you have any further queries. Regards, Julia Head Of Customer Support

Hello Ruth, Thank you for your review. I would love to help you as best as possible, however, from the information provided I am unable to locate you on our system. Therefore, could you please reach out to me via email [email protected] and elaborate on your case? I am looking forward to your reply. Regards, Julia Head Of Customer Support

Hello, Thank you for getting in touch. From what I can see, it would seem that you might have been a victim of a scam. We would like to highlight that Simplex is a payment processor for fiat-to-cryptocurrency purchases. Our main activity scope is secure payment processing and fraud prevention. As a regulated service in the EU, we take extreme measures to ensure the safety of all transactions that are sent to us, stopping thousands of fraudulent payments on a daily basis. I am sorry to hear that your case might have been different. I can see that your case has already been transferred to our analyst team for further investigation as well as assistance. You might be asked relevant questions or asked to provide some additional information for a better understanding of your case. I’d like to ask for your ongoing patience and collaboration with the relevant team. Thank you for your ongoing patience! Regards, Julia Head Of Customer Support

Hello Bill, It looks like your payment was automatically declined by our system. As much as I would like to provide you with further details, I find myself unable to do so, as this information is sensitive to our system and revealing it is forbidden due to company policy. Nevertheless, you may find more information about our policy here: https://www.simplex.com/kb/why-was-my-payment-declined-and-what-can-i-do Please note that we have already canceled the transaction from our end, but the refund has failed due to an error. In this case, your case was escalated this issue to the responsible team, and they will reach out to you via email to further assist you in receiving your funds back. We apologize for the inconvenience and appreciate your patience. Regards, Julia Head Of Customer Support

Hello, Thank you for your review. It appears that the cryptocurrency you purchased has been successfully transferred to the wallet address you have used for the transaction.​ However, if the cryptocurrency does not display correctly in your wallet, it would be helpful to reach out to your wallet provider’s support team. When you contact them, you can provide the link we shared as proof that the coins were sent from our side—this should allow them to investigate the issue further. Thank you for your understanding. All the best, Julia, Head of customer support

Hello Gaby, Thank you for reaching out! I could not locate any payment attempts in our system with your details. Could you please clarify the email address used for the payment or provide the payment ID (a long string of numbers and letters)? Please reach out to us directly via email at [email protected]. Thank you for your understanding. All the best, Julia, Head of Customer Support

Hello, Thank you for getting in touch. It appears that your last transaction was successful and the cryptocurrency you purchased has been successfully transferred to the wallet address you used for the transaction.​ However, if the cryptocurrency does not display correctly in your wallet, it would be helpful to reach out to your wallet provider’s support team. When you contact them, you can provide the link we shared as proof that the coins were sent from our side—this should allow them to investigate the issue further. Thank you for your understanding. All the best, Julia, Head of customer support