Simplex Reviews 28,860

Reply from Simplex

Mar 9, 2026

Hello Jackie,

Thank you for the review.

I have thoroughly reviewed your payment and can see that the cryptocurrency you have purchased has been successfully sent to the destined wallet address from our side.

However, if the cryptocurrency does not display in your wallet correctly, it would be helpful to reach out to the support team of your wallet provider. As much as we would love to help, we do not have direct access to your cryptocurrency wallet address or account, therefore, we cannot solve issues related or originating to/from your cryptocurrency wallet.

Thank you very much for your patience and understanding! Please let us know if you have any further queries.

Regards,
Julia
Head Of Customer Support

Reply from Simplex

Mar 9, 2026

Hello Teresa,

Thank you for getting in touch!

I am sorry to hear about the difficulties you have faced with the transaction process and the fees applied.

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

Reply from Simplex

Mar 9, 2026

Hello Debi,

Thank you for your review.

I have thoroughly reviewed your latest transactions and can see that they were declined due to internal reasons which we find ourselves unable to disclose. Please be informed that the decision to decline your payments is made by our automated system based on various internal reasons and cannot be manually influenced or predetermined.

I’d like to highlight that we are a regulated financial services and our main activities include secure payment processing and fraud prevention. While we can always provide information about the status of our users’ payments, we are not always capable of disclosing the exact reasons as to why certain transactions may not have been successful.

Please be informed that you were not charged for these unsuccessful purchase attempts - instead, as a standard banking procedure, an authorization hold was placed on your funds to ensure that your card was eligible for the transaction. The hold has now been successfully voided on our end, therefore the rest depends on your bank's processing speed.

Thank you for your patience and understanding.

Regards,
Julia
Head Of Customer Support

Reply from Simplex

Mar 9, 2026

Hello,

Thank you for your review.

I am truly sorry to hear you have faced difficulties with our KYC process.

Moreover, kindly be informed that as a fully licensed financial institution, we must comply with various KYC/AML policies.
Due to this, we may indeed require identity verification to be performed to ensure that no one else is making payments on your behalf and that all information submitted is up-to-date.

We understand your concerns regarding personal data. Kindly note that as we process a considerable amount of personal data, we take your privacy extremely seriously.

Simplex discloses personal data to trusted and approved partners and service providers, such as merchants and operators of the exchanges, acquiring and card issuing banks, third-party authentication vendors, etc.

You can read more in our Privacy Policy here: https://www.simplex.com/privacy-policy/

However, if you ever face any issues in the future, please do not hesitate to reach one of our live supported via chat on our main page Simplex.com.

To access the live chat function, please click the button located at the bottom right part of the site. Our live chat agents will then be able to assist you with your query.

Thank you very much for your patience and understanding! Please let us know if you will have any further questions.

Regards,
Julia
Head Of Customer Support

Reply from Simplex

Mar 9, 2026

Hello Ellie,

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

Reply from Simplex

Mar 9, 2026

Hello,

Thank you for getting in touch.

Please note that for internal reasons, we are unable to proceed with your recent transaction and the payment was refunded. Based on our internal guidelines and policies, we are not always able to provide the exact reasons why, this is to ensure that our customers and our data are protected.

In this case, you may try and issue a new payment, however, since the payment process is fully automated, we are unable to override our system’s decisions, therefore we cannot guarantee it will be successful.

We apologize for any inconvenience this may have caused and thank you for your understanding.

Regards,
Julia
Head Of Customer Support

Reply from Simplex

Feb 26, 2026

Hello,

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

Reply from Simplex

Feb 26, 2026

Hello,

Thank you for your review.

I have thoroughly reviewed your latest transactions and can see that they were declined due to internal reasons which we find ourselves unable to disclose. Please be informed that the decision to decline your payments is made by our automated system based on various internal reasons and cannot be manually influenced or predetermined.

I’d like to highlight that we are a regulated financial services and our main activities include secure payment processing and fraud prevention. While we can always provide information about the status of our users’ payments, we are not always capable of disclosing the exact reasons as to why certain transactions may not have been successful.

Please be informed that you were not charged for these unsuccessful purchase attempts - instead, as a standard banking procedure, an authorization hold was placed on your funds to ensure that your card was eligible for the transaction. The hold has now been successfully voided on our end, therefore the rest depends on your bank's processing speed.

The money should be back shortly, but no later than in 3 business days. As much as we would love to help you, we find ourselves unable to speed up the release of your funds, as this would entirely depend on the processing speed of your card issuing bank.

Thank you for your patience and understanding.

Regards,
Julia
Head Of Customer Support

Reply from Simplex

Feb 26, 2026

Hello Shaun,

Thank you for your review.

I have thoroughly reviewed your latest transactions and can see that they were declined due to internal reasons which we find ourselves unable to disclose. Please be informed that the decision to decline your payments is made by our automated system based on various internal reasons and cannot be manually influenced or predetermined.

I’d like to highlight that we are a regulated financial services and our main activities include secure payment processing and fraud prevention. While we can always provide information about the status of our users’ payments, we are not always capable of disclosing the exact reasons as to why certain transactions may not have been successful.

You are welcome to issue a new transaction, nonetheless, we are not able to guarantee the success of your future payments.

Thank you for your patience and understanding.

Regards,
Julia
Head Of Customer Support

Reply from Simplex

Feb 26, 2026

Hello,

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