Help center
Short answers about swaps, refunds, reviews and our tools. The limits and deadlines quoted are the ones in force right now.
Swapping basics
Rates, timing, confirmations, memos and fees.
- Fixed or variable rate: which to chooseA fixed rate guarantees the amount you receive if you send the exact amount in time. A variable rate is set when your deposit confirms and accepts any amount within the limits.
- How long a swap takesMost swaps finish within a few minutes to about half an hour. The time depends mostly on how fast the network you send on confirms deposits.
- What confirmations areA confirmation is a new block added after the one that holds your transaction. We wait for a set number on each network before we treat a deposit as final.
- Memos, tags and commentsSome networks use one shared address plus a short code to tell customers apart. Leaving the code out can make your coins hard or impossible to trace.
- Fees explainedYou pay our fee, which is built into the rate, and the network fees for collecting your deposit and sending your payout. The swap form shows both before you send.
When something goes wrong
Wrong deposits, refunds and reviews.
- Sent the wrong amount, the wrong coin or too lateDeposits we cannot exchange are sent back to your refund address, minus the network fees and a handling fee. Here is what happens in each case.
- Refunds and the refund addressIf we cannot complete a swap, we send the coins back to your refund address on the same network, minus the network fees and, when the refund is not our doing, a handling fee. You can add the address when you start the swap or later.
- Why a swap is held for reviewSome deposits need a person to look at them before we pay out. We promise a decision within 48 hours, and the order page shows the deadline.
Rules and safety
Identity checks, countries and your order link.
- Identity checks: when we ask and whySmall swaps need no sign-up in most countries. We ask for an identity check above your country's limits, or before any swap when we cannot tell where you are.
- Supported countries and why some are blockedSwaps are not available in some countries: because of sanctions, because a licence we do not hold is needed there, or because local law restricts crypto exchange.
- Keeping your order link safeYour order link lets anyone follow the swap. Changes need a private order token that only the browser that created the order holds.
Tools
The API, payment links, Telegram, alerts and your account.
- Using the APIPartners can quote and create swaps from their own app, add a commission and receive signed webhooks. The full reference is on the developers page.
- Payment linksA payment link asks for an exact amount of one coin, paid to your address. The person paying can use any coin we support.
- Using the Telegram botFollow your orders and get price alerts in Telegram. The bot sends you a message as your swap moves forward, so you do not need to keep the page open.
- Price alertsGet a message in Telegram when a rate crosses a level you choose, for example when 1 BTC is worth more than 30 ETH.
- Your account key and historyYou can swap without an account. If you want a list of your swaps, an address book or a referral link, your browser can keep an account with a secret key instead of a password.
Still stuck?
Send us your order number and tell us what happened.