When making or receiving a Monero transaction, the transaction first needs to clear on the blockchain.
Once this transaction and coins are confirmed, the funds will go through.
There can be delays on the blockchain which may delay the transfer.
If you are unsure whether the transaction processed correctly, you are able monitor it on xmrchain.net. Simply access this website and enter your transaction ID.
If you need any assistance with this, please send us your transaction ID and we will be happy to help where we can.