Questions and answers

1. Select the currency you want to send.
2. Select the currency you want to receive.
3. Enter the required exchange amount.
4. Fill in all mandatory fields and click “Create Request”.
5. The system will provide payment details. Transfer the specified amount and click “I have paid”.

After the request is verified and the funds are received, you will receive a notification confirming the successful completion of the exchange.

Requests are processed in a semi-automatic mode.

The average processing time is up to 30 minutes after:

• the actual receipt of funds;
• the required number of network confirmations is obtained.

In some cases, processing may take longer due to:

• high system load;
• delays caused by banks, payment systems, or blockchain networks;
• the need for additional verification.

A transaction confirmation is the process of including your transaction in a blockchain block.

Each new block adds one confirmation.

Confirmations are required to:

• prevent double spending;
• ensure transaction security.

The confirmation speed depends on:

• network congestion;
• the transaction fee set by the sender.

On average, confirmations take from a few minutes to several hours.

During periods of high network load, the process may take several days.

Funds cannot be released until the required number of confirmations is reached, which depends on the specific cryptocurrency.

Sometimes confirmation emails are not delivered due to the specifics of certain email providers.

If you do not receive the email:

• check your Spam folder;
• contact us via the online chat on the website.

An operator will confirm your email manually.

Most commonly, this issue occurs with the following email services:

ProtonMail, Outlook, as well as email accounts hosted on custom domains.

Card verification is mandatory and is carried out to prevent fraudulent activity.

We must ensure that:

• the exchange is performed by you personally;
• the bank card is physically in your possession.

Fraudsters often use stolen card details without having physical access to the card.

Verification is a reliable way to protect both users and the service.

The procedure is completed via the Personal Account in the “Card Verification” section, where a short instruction is provided.

Verification takes only a few minutes and is a mandatory requirement for card-based exchanges.

Please carefully check all payment details before confirming your request.

If funds have been sent to incorrect details:

• refunds are not possible;
• the service is not responsible for user input errors.

If the error is detected before the payout is executed, contact the operator immediately via online chat.

We will take all possible actions; however, no guarantees are provided regarding refunds or changes to payment details.

Once funds have been received and request processing has begun, exchange cancellation is not possible.

In exceptional cases, a refund may be processed:

• solely at the operator’s discretion;
• minus all payment system fees and actual incurred costs.

To check the possibility of cancellation, contact online support and provide your request number.

The service operates daily in a semi-automatic mode.

Mon–Fri: 08:00–23:59

Sat–Sun: flexible schedule

For all exchange-related questions, please contact us via the online chat on the website.

A loyalty program is available for registered users.

Each exchange contributes to an accumulated discount, which is automatically applied to the exchange rate for future transactions.

Detailed information is available in the Personal Account after registration.