FAQ

How to register?
We have implemented two ways to register on our website:
- automatic registration is more convenient and faster, as it is carried out when creating the first order. To register you should select the necessary exchange direction on the main page, fill in the information fields and enter your E-mail address. After creating the order you will receive a welcome email with a link to set your own password. Once you have created your order, you will receive a welcome email with a password to access your personal account and a link to set your own password.
- manual registration allows you to register without making orders. It is a convenient way, if you decide to get acquainted with the service before the first order. For manual registration click the “Login” button in the upper right corner of the main page of the site and then the link “Register”. You will be asked to enter your E-mail address, enter your password and confirm it the second time for greater reliability. After registration you will receive a welcome email with a link to activate your account. Then you will be able to log in to your personal account using the previously specified data.
How do I access my personal account?
To enter the site, click the button “Login” on the main page, enter your E-mail address and password. If you don't remember your password, the easiest way is to use the password recovery feature.
Password recovery
To recover the password for access to the personal account, click the button “Login” on the main page and follow the link “Reset password”. You will be prompted to enter your E-mail address that was used by account registration. In the email you will find a link to go to a special form of our website to assign your new password.
How to create an order?
To create an order, go to the main page of our website, in the left column of the table select the direction, select the currency that you want to give and in the right column select the currency that you want to get. Pay attention to the reserve of the received currency; it indicates the amount available for sending to users.
When you select the direction of exchange, you will go to the page of order registration. Here you should specify the amount you want to give or receive; the second amount will be calculated automatically. Then fill in the remaining fields, for example, your account number, card or bank account number, your full name and E-mail address. If you are logged in, the E-mail field will not be displayed.
After filling in all the fields you should read and understand the User agreement, tick the box to agree with it and click on the “Create an order”.
How long does it take to process an order?
Processing time of an order for each direction is indicated on the page of order registration and in the order card.
Average time of the execution of an order is about 10-20 minutes.
Please note that when you pay with cryptocurrencies, the status will be automatically changed to “in process” after receiving a sufficient number of confirmations. Then we begin the execution of an order.
How to track a status of my order?
You can do it in two ways:
- in the Personal account on the page “My applications” you can find information about basic data for each order, including information about the status. Complete information is indicated in the details of any particular order.
- if the status changes, a notification is automatically sent to the user's registration E-mail address.
What is card verification and what is it for?
Card verification is a check of a bank card ownership to our user who is planning to use it for a payment. This procedure is aimed at eliminating the possibility of fraudulent schemes and serves only this purpose.
The verification procedure includes sending a photo of your card, where should be visible only the first four and last digits of the card number and the name of the holder, the rest of the information you can close any way you want. Please note that if your card is not registered, you will need to provide a photo of your passport so that we can verify the identity of the payer.
Can I cancel my order?
If you have created an order, but have not yet paid for it, it will be enough to click the button “Delete” in the order form, and it will not be displayed any more.
If you have created an order and paid for it, but suddenly there is a reason for cancellation of the exchange, as soon as possible contact our support service via internal chat in the order or online chat, which you can find in the lower left corner of each page of our site.
Please note that the priority of our operators is aimed at the rapid execution of orders, check the messages is a secondary task, so we cannot guarantee that the fact that you send a message will mean an instant stop of the exchange process.
Please also note that when requesting a refund, we will send it back with a deduction of our costs for sending the transfer.
I have made a mistake when making an order. What should I do?
If you made a mistake when making an order, but have not paid for it, it will be enough to click “Delete” in the order form, and it will not be displayed any more.
If you made a mistake when making an order and paid for it, as soon as possible contact our support team through the internal chat in the order or online chat, which you can find in the lower left corner of each page of our site.
Please note that the priority of our operators is aimed at the rapid execution of orders, check the messages is a secondary task, so we cannot guarantee that the fact that you send a message will mean an instant stop of the exchange process.
An order has changed status to “Error”. What should I do?
There are different reasons why an order has changed its status.
Let's consider some of them:
- if you paid for an order using EXMO Code, then there was a discrepancy in the amount of the code or its currency, perhaps the code was incorrect or it was previously activated. Please note that if an amount of EXMO Code has more than 2 decimal places, the order will automatically change the status to “Error”, because it does not coincide with the amount in the order.
- if you paid for an order using one of the cryptocurrencies, then there was a discrepancy between the amount to pay in the order and the amount of the incoming payment and status was automatically changed to “Error”. Possible reasons: you have not considered the fee for sending from your wallet or exchange; you have specified an amount that exceeds the amount in the order by the number of decimal places.
- if you used a bank transfer for payment, then an operator saw a discrepancy between the data in the order and the payment received from you. This can be a card or account number, full name or a changed note to the transfer.
- if you paid using one of the systems of urgent transfers (Wester Union, MoneyGram, etc.), the reasons for the status “Error” may be incorrect transfer data, blurred attachments or incomplete data on it, an inability to receive a transfer for other reasons.
There are other reasons for this status, but in any situation our operators will tell you how to proceed. Please contact them through the internal chat in an order or online chat, which you can find in the lower left corner of each page of our website.
Hold by Yandex.Money. Why is it?
When you pay for the first order in the directions of exchange from Yandex.Money to any other currency, there will be a hold for 25 hours in accordance with Yandex's transaction processing rules to prevent fraud. Hold will not be applied again after the first order in these directions.
Payment ID, Destination Tag, Message и Memo
When you use some crypto-currencies, they can have a special indicator besides the address, which can be called differently, for example, Payment ID for Monero, Destination Tag for Ripple, Message
Dear customers, we have changed the blockchain fee to accelerate the outgoing transactions. Now network confirmations come faster, many of our users have already noticed it.. At the same time our commissions have not changed.
We have started cooperation with the most popular monitoring of exchange services - BestChange.
Please do not forget to leave feedback on the monitoring, if you are satisfied with everything or were dissatisfied with something. We strive to improve our service and will take into account all your wishes.
The tests of new exchange directions have been successfully completed. Now you can buy and sell cryptocurrencies and electronic currencies with the help of the banks Sberbank (RUB) and Tinkoff (RUB). To make payments from these banks you should verify your card and upload a photo of it, against the background of the photo an open page of our website should be visible. Card verification is not required for reverse direction of exchange.