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Frequently asked questions

Where can I see the status and other information related to my order?
You can see the status of your order in the Transactions section of your account (orders are divided into “Buy” and “Sell”).
You can view information about each exchange by clicking the “Details” button. By clicking on the order number or the “View PDF” button you will get the information in the form of an invoice.
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I have paid my order by bank transfer. When will my order be processed?
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.
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The exchange has been completed, but the cryptocurrency has not arrived to the specified wallet.
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.
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To which crypto wallet address was my cryptocurrency sent? Where can I find the transaction hash?
Cryptocurrency is sent to the wallet address specified by the Customer when creating a purchase order.In the “Transactions” section, you can find the address of the crypto wallet you specified by opening an invoice.
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The status of my order is “Completed”, but the funds received from the sale have not been credited to my card.
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.
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I have sent cryptocurrency for sale. Why was my order cancelled?
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).
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I paid for the purchase of cryptocurrency, but my order was cancelled.
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.
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To which bank details do I have to make the bank transfer?
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 “Transactions” section of your BTCBIT account.
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.
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Do you have any questions?
Please feel free to contact us if you have any more questions.