Crypto by EDIS Global is our own cryptocurrency payment gateway. Contact EDIS Global Support for help with these payments. The previous Cryptomus and AMLBot questionnaire instructions do not apply to payments through our current gateway.
Payment sent, but the invoice is unpaid
Open the invoice and check its cryptocurrency checkout. Confirm that you sent the selected currency on the selected network to the address shown for that payment. Then check the amount that actually reached the address after withdrawal fees.
A payment must be confirmed before it is credited. Bitcoin currently requires 3 confirmations. See blockchain confirmation delays for all four supported networks.
If the transaction has confirmed but the invoice has not updated, contact support before paying again.
I sent less than the requested amount
For an ordinary service invoice, confirmed partial payments reduce the amount due. The invoice remains unpaid until its remaining balance is covered. Open the current checkout and follow its instructions for the remaining amount; cover sending fees separately.
For a cryptocurrency Add Funds top-up, EDIS Global adjusts the top-up invoice to the confirmed amount received. That EUR value is added to your account credit. A smaller top-up therefore adds less credit. This does not reduce the amount owed on a separate service invoice.
I sent too much, or paid twice
Excess value from a payment applied to an invoice is added to your account credit. A separate payment arriving after the invoice is already paid may need manual review.
Contact support with the details of every transfer. After review, support can arrange account credit or a separate return for an extra payment. Do not assume that every duplicate or late payment has already been credited, and do not send another payment while the existing transfers are being investigated.
The payment window expired
Checkout instructions and the quoted exchange rate are valid for 12 hours. If you have not sent funds, reopen the invoice and obtain fresh instructions.
If you already sent funds, keep the TXID and contact support. A payment arriving after expiry, after a change of currency or network, or after cancellation may require manual review. Expiry of the checkout window does not itself cancel the invoice or erase a payment already recorded.
I used the wrong network, currency or address
Contact support with the invoice number, TXID, currency, network and destination address. Recovery depends on the actual transfer and is not guaranteed. Do not send additional funds to the same address while waiting for advice.
Always use a supported currency and network combination and the current payment instructions. Never reuse an address from a previous invoice.
Refunds and recipient details
Eligible service refunds follow our cancellation and refund policy. Support will ask you to confirm a receiving address for the original currency and network, and that it belongs to you or your exchange account. We do not assume that the sending address of an exchange withdrawal is a suitable refund destination.
Payments made through Cryptomus before the change
We no longer use Cryptomus for new payments. An older transaction may still belong to the previous provider’s payment record. Send EDIS Global Support the original invoice number, TXID and any payment reference or blocked-payment message so we can investigate. Do not use an old Cryptomus checkout link for a new payment.
Open a support ticket in the Client Portal or email support@edisglobal.com. Include:
- The invoice number.
- The currency and blockchain used.
- The transaction ID (TXID) for each transfer.
- The amount sent and the payment status or error you see.
Never send a wallet seed phrase, private key or wallet password. Last modified on October 22, 2026
