FAQ — Frequently asked questions
We’ve collected answers to the most common questions about exchanges and request statuses.
Select the exchange direction, enter the amount, provide the payout details, and confirm the order. Then follow the payment instructions on the order page.
The time depends on the direction and network/payment confirmations. Usually, the exchange is completed after funds are received and the required confirmations are in place. If the network is congested, it may take longer. Estimated processing time is about 30 minutes to 3 hours.
Check whether the funds were sent and whether the amount matches the order. For crypto, also check if the transaction has appeared on the network and how many confirmations it has. If everything was sent, contact support and include the hash/receipt.
For crypto, the most common reason is insufficient confirmations or network delay. Check the transaction status by its hash. For bank/e-money payments, processing delays on the provider's side are possible. Support can help if you provide proof of payment.
If the order hasn't been processed yet, the details can sometimes be corrected via support. If the payout has already been sent, changes are not possible. Contact support as soon as possible.
Yes, if the order is not paid or not processed. In some cases, cancellation is only possible through support. If funds have already been received and/or the operation is in progress, cancellation may be unavailable or possible with a deduction of actual expenses.
Fees depend on the exchange direction and are usually included in the calculated payout amount. For crypto, there may also be a network fee (miner/validator). Final values are shown when the order is created.
Reasons include a rate change before fixation, incomplete payment, network/provider fees, rounding, or the user sending less/more than the stated amount. The final calculation is based on the order terms and the actually received amount.
Confirmations are the number of blocks added after the transaction is included in the blockchain. The required number depends on the selected asset and is shown on the order page. Until the required confirmations are reached, the order may remain pending.
This is one of the most difficult cases. Sometimes recovery is technically possible; sometimes it is not. Contact support immediately and provide the hash and details. If recovery is possible, it may take time and require compensation of actual costs.
The service is waiting for funds to arrive to the order's payment details. If you have already sent the funds, check network/payment confirmations.
The operation may be checked automatically or manually (for example, if the amount is unusual, risks are elevated, or documents are requested under AML/KYC). This is done to protect users and the Service.
If payment is not received within the allotted payment time, the order can be cancelled automatically. If you paid later, contact support with proof of payment.
Refunds are possible in cases provided by the rules and when technically feasible. As a rule, refunds are made to the sender's details after review and minus actual fees/expenses.
Usually exchanges proceed without additional steps. But under certain conditions (see AML/KYC), the Service may request identity/source-of-funds verification for security and risk management compliance.
