FAQ

▣ Questions about orders

Processing time for automatic exchange directions is 1–15 minutes; for manual directions — 15–30 minutes during the service working hours. In some exchange directions, the order processing time may take up to 4 hours (see the exchange direction description).

If the funds have been debited from you and the order has the status “Deleted”, possible reasons are:
  • the transaction has not yet appeared on the network
  • the required number of confirmations has not been received
  • the transaction has been frozen by the payment system
We recommend contacting support via chat or email, indicating your order number and the transaction hash.

On average, transaction confirmation takes from 30 minutes to several hours. In rare cases (when the network is overloaded), the waiting time may range from 2 to 14 days.

When creating an order, you must select the payment rate (card or IBAN). The rate depends on the selected payment method. If the rate is marked as “USDT rate unchanged”, the payout is processed without recalculation. Recalculation formula:
amount × (rate / overall exchange rate)

For cryptocurrency exchange directions, the rate is fixed at the moment the funds are credited to our account after network confirmations.

▣ Registration and login

Go to the “Exchange” section, choose the direction, fill in the required details and data, then click “Exchange”. For automatic directions, the “Go to payment details” button will appear; for manual directions, you will be asked to contact support via chat.

Please check your “Spam” folder. If the email is missing or there is an activation error, contact technical support.

▣ Security

If funds were transferred to a third party who failed to fulfill their obligations, the service is not responsible for such transactions. However, you may contact support — in certain cases, we may be able to assist with blocking the fraudster’s payment details.

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