Answers to frequently asked questions:

What mode of operation is the service in?
The service runs from 11:00 to 23:00 Eastern European Time UTC+2..
How long does it take to process an exchange request?
An exchange request is processed on average within 15 minutes after receiving the required number of confirmations from the cryptocurrency network, or a notification of credit from the payment systеm.
Why do I need to specify a valid email when I create an application?
Mail is a convenient way to identify the user to whom a particular application belongs. Mail is used to contact the technical support of the exchange office if there is a problem with the application. The most common ones are: – There was a mistake in the card number – The card or wallet is invalid – A refund has been agreed for any reason It is via the email specified when the application was created that the information will be further coordinated with the customer to resolve the problem with the application in question.
What happens if I put an invalid postal address on the application?
In most cases, there will be no adverse consequences of invalid mail in the creation of an application, unless there are the problems mentioned in the previous paragraph. If there is a problem with an application with invalid mail – it will be difficult to identify you as the owner of the application, which creates additional workload for both you and the support staff. It is for this reason that many exchangers strongly recommend that valid contact details (Mail, phone number etc.) be given.
The amount come in less than the amount stated in the application?
The rate is fixed for 5 minutes from the time the order is created. If the transaction does not receive the required number of network confirmations within this time, the rate will be automatically recalculated to the actual rate after receiving the last required confirmation. If the exchange rate changes (up or down) by more than 1.5% from the exchange rate at the time of creation of the request, the request will receive the status “pending” and you will be sent a notification offering to make a refund minus the sending commission or to exchange at the current exchange rate. The exchange rate is calculated based on the Whitebit exchange rate. To avoid exchange rate fluctuations, we recommend using less volatile currencies such as USDT (bep/trc/erc), USDC and others.
Have you not received payment on your application?
Application status: Implemented It has been 15 minutes since my funds have been credited to your wallet, but the money has not arrived – If you have a credit card, funds can be received for up to 5 working days. – If you have a debit card and no credit after one hour, check the status of your application. – There may be delays in processing by the bank paying your application. Payment may be delayed for up to 72 hours if there is a malfunction.
Where to enter MEMO or TAG?
MEMO or TAG is entered in the appropriate field for MEMO or TAG. No letters, just numbers. If you have more than one field to enter, check with your service tech support where exactly you need to enter. Everywhere is different and operators are not competent in this matter. To avoid mistakes, it is strongly recommended to contact technical support of your service from where you are sending cryptocurrency.
What is TXID?
TXID (Hash ID) — is a transaction ID number that allows it to be tracked in the blockchain systеm. Do not confuse the transaction ID with the wallet address. You can find a link to your transaction in any available Bitcoin browser. For the purposes of these instructions we will use as an example
Is it possible to cancel an application?
If your request is processed, no refunds will be granted. If the request has been paid but not yet fulfilled, you can get your money back (minus the transfer fee) by writing to the online support team.
What are your commissions?
The fees of our service are already included in the exchange rate and are displayed at the application stage, including the transfer fee of the payment systеm
I forgot my password to my account, how can I recover it??
Go to the password recovery page (button “Forgot your password”) and enter your registered E-mail (login). An email will be sent to you with a link to confirm your password recovery. It is necessary to open the letter and follow the link. After confirmation of the password change, you will be able to specify a new password
Did the password/account activation email not arrive?
If you do not receive a confirmation email within 24 hours of registering, first of all make sure that you have entered the correct address when you registered. In addition, some email services may treat such emails as unwanted, mark them as spam or not deliver them to the recipient at all. The following items can help you solve the problem: Make sure you have entered the correct address when registering. To do this, go through the registration process again. If a message appears stating that the e-mail address is busy, it means that it was entered correctly; Make sure that you check the email account you specified when registering. This point is particularly relevant for those who use several e-mail accounts or have more than one family member using the computer; Check your spam folder; Check the settings of your spam filter (if used); Contact the helpdesk of your email service to find out if there are any restrictions on their part. If none of these points help, please contact the online support team on our website
What to do if I have lost access to my mail?
At this time, in order to log in to our website and carry out transactions, you must have full access to the mail specified when registering your account. If you have lost access to your mail, you must use the password recovery form or contact the technical support of your mail account. Once you have regained access to your email, for security reasons, we strongly recommend that you change your password for your personal account on our service
What is card verification and why is it needed?
This is a user data verification procedure that increases the security of transactions and personal data within the exchange service. The verification process requires you to upload photos and scanned copies of your documents and confirm your mobile phone number. This verification may be required if your application is identified by our security systеm as suspicious, in case of refusal to pass the verification the funds may be frozen or returned to the sender’s account. Also card verification is MUST for EUR and USD currencies.
What is a referral programme and how can I make money from it?
The referral programme is your income from all exchanges of users registered through your referral link. Every user who has registered on our service can participate in the referral programme. How does it work? Copy the referral link and promotional material in your personal cabinet, post it on your blog, website, social network, etc. and we will automatically credit you for the exchange rewards of all users who follow your link to us.. Terms and conditions of referral fees for exchanging your referrals: 0.5% of the exchange amount – after registering on the website; You receive a percentage of referral fees from the service’s earnings from each of your exchange transactions. You will only be rewarded if the service’s commission for the exchange is greater than 0%. If the service has no earnings (no commission) for this direction of the exchange, you do not receive remuneration for the exchange.
I have been asked to clear Cookies and Chache. How do I do this?
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