FAQ

SEPA transfers take on average 1 to 3 business days, and SWIFT (WIRE) transfers up to 5 business days (weekends are not included).
We monitor incoming transfers regularly. When payment is received, your order status will change to “Paid” and we will process the exchange within 30 minutes.

If the wallet you provided in the order did not pass security checks, your order will be paused, and you will receive an email notification with the order number.
After receiving the order number, go to the 'History' page in your account, select the correct order, and click the 'Change wallet' button. In the window that opens, enter a new wallet address.

By clicking on the “Transaction Hash” shown on the invoice, you can find out the status of the transaction online. The transaction may not have received the required number of network approvals yet.

Cryptocurrency is sent to the wallet address specified by the Customer when creating a purchase order. In the “History” section, you can find the address of the crypto wallet you specified by opening an invoice.

This status means that the funds were successfully sent from our side. It may take up to 5 business days for funds to be credited to your card (weekends do not count). The speed of enrolment depends on the work of banks.

A sell order is automatically cancelled if:
- the cryptocurrency was not received on our wallet within 30 minutes;
- the received amount of cryptocurrency differs from the declared one.

In case of cancellation of the order, you need to send a request to [email protected], indicating:
- order number and transaction hash (TXid);
- desired result:
• restore the order and make an exchange at the current rate fixed at the time of restoration;
• make a refund of the cryptocurrency minus the commission (a wallet address for the refund must be provided).

If the status of your order is “Cancelled”, but the funds have been debited from your account/card, you need to send a request to [email protected], attaching:
- your BTCBIT prepayment invoice;
- a document confirming the payment (should contain the date, amount, name of the sender/recipient, the purpose of payment, etc.).

We will review your request and contact you as soon as possible. Consideration may take more than 24 hours if the request is received outside of business hours or at weekends.
At the same time, we ask you to contact the payment service provider to make sure that the funds were actually debited.

You will find our bank details attached to your order on the last step of creating it in the PDF file.You can also view the details of an already created order in the “History” section of your BTCBIT account.

Attention!
Company bank details are subject to change, so for each new exchange you need to create a new order where you will see the generated bank details.