On our side, the exchange is processed as soon as the order conditions are met.
For crypto, timing depends on network confirmations — typically 5–30 minutes after broadcasting. During high blockchain load it may take longer. Once a transaction is in the network, we cannot accelerate confirmations.
For fiat transfers, timing depends on operator and payment-system load — in some cases up to 24 hours, usually 1–2 hours under normal load. We stay in touch and share updates.
Some email providers may delay messages or filter them. If you don’t receive the confirmation email, contact us in the website chat — an operator can verify your email manually.
To cancel an order, contact support via the online chat.
A refund is processed after the payment reaches our wallet and may include a service fee according to the refund rules. Orders marked “Completed” cannot be cancelled.
You can view the status in your account under “My orders”.
We also send email notifications to the address provided in the order when the status changes or an action is required.
Verification helps confirm the card belongs to you. This reduces fraud risks and helps protect clients’ funds.
If suspicious signals appear, an operator may request verification at any stage of the exchange — this is a standard security practice.
Please contact support in the chat right away. To speed things up, provide the transaction hash (TXID) — we’ll check the transfer and help with crediting.
You can create a new order. If you want to check whether the previous one can still be used, contact support in chat and we’ll advise.
In some cases, yes. Contact support via chat before paying to discuss details and confirm reserve availability.
No, registration is optional. However, an account makes it easier to track your history and use additional service features.
Most commonly, one of the following applies:
- network confirmations are still pending (speed depends on fee and sender source);
- payment wasn’t made within the allotted time;
- an incorrect amount was sent and the system couldn’t match it;
- network fee was below recommended, causing long confirmation times;
- incorrect payout details or an invalid email address was provided.
Once payment is credited, cancelling the exchange is usually not possible. If needed, you can place a new order for a reverse exchange — fees and network costs are covered by the client.
For a virtual card: open it in your banking app so the card number is visible (other details may be hidden). Take a photo of the screen with your order page in the background, then upload it in the order window.
For a physical card: take a photo where the card number is visible against a screen with your open order on our website, then upload it in the order form. If you have questions, contact support via chat.