Questions and answers
Find answers to common questions about the service, its features and possible issues.
According to the payment processing regulations, the following timeframes apply:
- Visa/MasterCard (Russian banks): from 5 to 65 minutes (typically).
- The payment is sent immediately after your funds are received, but bank processing may take up to 3 days.
- SEPA payments: up to 24 hours.
- SWIFT payments: up to 96 hours (usually received the next day).
- Visa/MasterCard TRY or CNY: up to 48 hours.
Once your request receives the “Completed” status, it means the payment has been sent to the recipient details you provided.
If the payment has not been credited within the stated timeframes, please contact our support team for clarification.
Your request will be recalculated based on the actual amount received after all network confirmations, in accordance with the exchange terms. Please be careful to enter and pay the exact amounts.
Unfortunately, a refund is not possible. However, we can provide you with the details to which your funds were sent. It is very important to carefully check and enter your information to avoid such situations in the future.
To cancel your request, please contact our support team via the online chat.
A refund will be issued with a 5% service fee after your payment has been credited to our wallet.
Requests that have already received the “Completed” status cannot be canceled.
Some email services may experience this issue. If it happens to you, please contact us via the online chat, and an operator will verify your account manually.
A transaction confirmation is required to prevent double-spending of the same funds. Once the sender initiates a transfer, the transaction enters the network to be processed and included in a block. The process of adding a transaction to a newly found block is called a confirmation. One block equals one confirmation.
As soon as your transaction receives the required number of confirmations, the cryptocurrency becomes available for further use.
The speed of confirmations depends on various factors such as network congestion, the fee set during the transfer, internet connection speed, and more. On average, one confirmation may take from 30 minutes to several hours. In rare cases, if the network is heavily overloaded, confirmations may take from 2 up to 14 days.
Funds can only be withdrawn after the required number of network confirmations has been reached (the exact number depends on the type of cryptocurrency being credited).
How long to wait for blockchain confirmations?
The confirmation speed depends on the network load, the transaction fee set by the sender, and the speed of the specific blockchain network.
On average, a confirmation can take from 1 minute to several hours.
In rare cases, confirmations may take up to 24 hours.
Funds are credited only after the required number of network confirmations is reached (depending on the cryptocurrency).
⚠️ We do not accept coins sent via smart contracts, batch-all transactions, or cross-chain transfers — such deposits may be lost.
Required number of confirmations:
- TRC-20 — 20
- ERC-20 — 32
- BTC — 2
- XMR — 10
- BCH — 10
- DASH — 10
- LTC — 10
- DOGE — 15
- ETH — 32
- MATIC — 32
- SOLANA — 500
- ARBITRUM — 600
- BNB — 10
- AVAX — 970
- ETH BEP-20 — 40
- BEP-20 — 40
- ZEC — 100