Question 1

How long does an exchange take?

Accepted Answer

Each exchange pair shows its own estimate on the rates page and in the calculator, typically between 10 and 60 minutes once your payment has been verified. Times are longer outside the desk’s working hours, which are shown at the top of the homepage.

Question 2

What rate will I get?

Accepted Answer

The rate shown in the calculator when you place your order is the rate applied to that order. It is stored with the transaction and does not change afterwards, even if the market moves while your payment is being verified.

Question 3

What fees are charged?

Accepted Answer

The service fee and any fixed fee are listed separately in the calculator before you confirm anything, and again on your order page. There is no fee that is not shown there.

Question 4

I sent the payment but my order still says awaiting payment.

Accepted Answer

Submit the transaction ID from your payment app on the order page. We match payments by that reference, so an order stays in awaiting payment until it is submitted, even if the money has already arrived.

Question 5

I sent the wrong amount. What happens?

Accepted Answer

Open a support ticket from the order straight away. Do not cancel the order — the reference on it is how we locate your payment.

Question 6

Do I need an account?

Accepted Answer

You can use the calculator without one, but placing an order requires an account so you have somewhere to track it, submit your payment reference and contact support about it.

Question 7

Why am I being asked to verify my identity?

Accepted Answer

Higher amounts and certain payment methods require verification. Which ones is configured by the operator, and you are told before you place an order rather than after.

Question 8

Will you ever ask for my password or PIN?

Accepted Answer

No. We will never ask for your account password, your wallet PIN, your one-time codes, or your game password. Anyone asking for those is not us.

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