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How to Find a Fiat Provider Order Number

What Is a Fiat Provider Order Number?​

A fiat provider order number is the reference created by Mercuryo, MoonPay, Transak, Banxa, Paybis, or Cash App for a purchase or sale. The provider uses this reference to locate the payment, identity-verification review, crypto delivery, refund, or payout.

The exact name varies by provider. It may appear as:

  • Order ID.
  • Order number.
  • Transaction ID.
  • Reference number.
  • Payment reference.

This provider reference is not necessarily the same as the blockchain transaction ID. An order can exist before any crypto transaction is submitted to a blockchain.

Check Fiat History in Gem Wallet​

Gem Wallet keeps a history of fiat orders associated with the selected wallet:

  1. Open Gem Wallet and select the wallet used for the order.
  2. Open Buy or Sell for an asset.
  3. Select the Activity icon in the upper-right corner.
  4. Find the order by its date, Buy or Sell direction, asset, fiat value, and provider.
  5. Select the order.
  6. If the provider supplied a details link, Gem Wallet opens its official order-details page.
  7. Look for the provider's order number or reference on that page.

The Gem Wallet history can display the provider, asset, crypto amount, fiat value, date, and a Pending or Failed badge where applicable. The provider's hosted details page remains the authoritative source for its complete order information.

note

The Activity icon described here is inside the Buy or Sell screen. It is separate from the wallet's general blockchain Activity tab.

Check the Provider Email​

The provider normally sends an order confirmation or receipt to the email address entered during checkout. Search all inbox folders, including Spam or Junk, for:

  • The provider's name.
  • The crypto asset or fiat amount.
  • “Order,” “transaction,” “payment,” “receipt,” or “reference.”

Open only messages from the provider's official domain. The confirmation message commonly contains the order reference and a link to the official status page.

If you used Cash App, also check the transaction in the Cash App activity screen and its receipt or support details.

If the Order Does Not Appear in Gem Wallet​

An order may be absent from the wallet history if checkout was closed before the provider created it, the provider did not return order details, the wrong Gem Wallet wallet is selected, or the app has not yet synchronized the latest status.

Try the following:

  1. Confirm that the correct wallet is selected.
  2. Reopen the Buy or Sell history and refresh it.
  3. Check the provider confirmation email.
  4. Check the payment method for the provider's descriptor, date, and amount.
  5. Contact the provider using the email address used at checkout and the available payment details.

A pending card authorization by itself does not prove that the provider created a completed crypto order. Do not start repeated orders until the provider confirms the status of the first attempt.

Order Number vs Blockchain Transaction ID​

IdentifierCreated byUsed for
Provider order numberFiat providerPayment, KYC, order, refund, or payout support
Blockchain transaction IDBlockchain transactionConfirming the public crypto transfer on an explorer
Wallet addressBlockchain accountIdentifying where crypto should be delivered or was sent

For a completed purchase, the provider may show a blockchain transaction ID after sending the crypto. For a sale, there can be one transaction ID for the crypto sent to the provider, while the fiat payout has a separate bank or card reference.

See How to Find a Transaction ID for blockchain instructions.

Contact Support​

When contacting the provider, include the order number if available. If it is missing, provide:

  • Email address used during checkout.
  • Provider name.
  • Order date and approximate time.
  • Fiat amount and currency.
  • Crypto asset and network.
  • Public wallet address.
  • Payment descriptor or receipt with sensitive details hidden.

Use How to Contact a Fiat Provider for official support routes. Never give a provider or support agent your Gem Wallet recovery phrase or private key.