> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.bitcoinwell.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Why Is My Transaction Pending or Under Review?

A transaction shown as pending or under review inside Bitcoin Well is waiting for an account, bank, limit, or compliance check. This is different from an on-chain transaction waiting for blockchain confirmations. For Canadian accounts, a Lightning payment can also remain incomplete when its invoice expires, fails, or has not been paid.

## Check the type of delay

* **Pending or under review in Bitcoin Well:** The purchase or payout is waiting for an account, bank, limit, or compliance review inside Bitcoin Well.
* **Pending on-chain after broadcast:** The bitcoin has already been sent and the transaction is waiting for confirmation on the blockchain.
* **Lightning payment not completed (Canada only):** The invoice may have expired, failed, or not been paid successfully. This is a payment state, not a Bitcoin Well account review.

|| Most Bitcoin Well account reviews clear automatically, typically within 24 hours. Do not send a duplicate payment unless the original transfer has been cancelled or support tells you to try again.

## Common reasons for an account review

### Frequent transactions

Multiple bank transfers or frequent sell orders in a short period can trigger review flags. When practical, make fewer, larger transactions while staying within your account limits.

For regular purchases, consider funding your Bitcoin Well balance with a larger transfer and buying directly from that balance. This can help reduce frequent bank transfers, including when dollar-cost averaging (DCA).

### The bank account name does not match

The legal name on the sending bank account should match the name on the Bitcoin Well account. Joint accounts, shortened names, and missing middle names can cause a mismatch.

||| A transfer from a business bank account must use a matching Bitcoin Well business account. A personal Bitcoin Well account can be rejected when the sender name is a business.

### The transaction exceeds a limit

Open **Account → Limits** to review the limit for the payment method and network you are using.

![Open Account to find Profile and Limits](https://storage.crisp.chat/users/helpdesk/website/-/4/2/3/b/423bb8bf04277800/account-menu_o6qwsr.png)

![Detailed limits by payment method; account-specific values are covered](https://storage.crisp.chat/users/helpdesk/website/-/4/2/3/b/423bb8bf04277800/limits-page_1tmzw2m.png)

| Use the selector under **Detailed limits**. Different payment methods can have different minimums, maximums, processing times, and supported networks.

### A compliance review

Some transactions are selected for review even when the details are correct. Bitcoin Well may need additional time or information before processing them.

### The bank is holding the transfer

For an Interac e-Transfer, contact the bank and ask whether the transfer is blocked or under review. Bitcoin Well cannot process funds that the bank has not released.

## When to contact support

Contact Bitcoin Well support when the status has not changed after 24 hours, the bank confirms the transfer was delivered, or the portal asks you to provide more information.

Include the transaction date, amount, payment method, and reference number. Never send your password, seed phrase, or e-Transfer security answer. Do not post an unredacted wallet address publicly; share an address or transaction ID only through verified Bitcoin Well support when it is needed to investigate the transaction.