Frequently asked questions

No. There is nothing to register and nothing to log into. You get an order reference when you create a swap — bookmark it, because it is how you track the order and reach support about it later.

If you lose the reference and have no record of it, we have no way to identify your order for you.

Most complete in 5 to 30 minutes. The variable is almost never us — it's how long your deposit takes to confirm on its own network, which depends on that chain and what you paid in fees.

Bitcoin can take an hour when the mempool is busy. BSC and Polygon are usually a couple of minutes. Your order page shows which stage the swap is actually at.

On a fixed-rate quote, yes — the amount is locked when you create the order, as long as your deposit arrives before the quote expires. Our margin is already inside that number; nothing is added afterwards.

On a floating quote the rate follows the market until your deposit confirms, so the final amount can be above or below the estimate.

Send less than quoted and the swap is recalculated at the amount that actually arrived, or refunded if it falls below the minimum for the pair.

Send more and the excess is handled as part of the same order — contact the desk with your reference and we'll sort it.

Send after the quote expired and the rate is no longer locked; we'll either re-quote or refund.

Contact us immediately with your order reference and the transaction hash. Recovery is sometimes possible and sometimes genuinely not — a deposit sent on a chain the address doesn't exist on is usually unrecoverable by anyone, including us.

This is the single most expensive mistake in crypto. Check the network, not just the coin, before you send.

Because swaps sometimes can't complete — a provider fails, a deposit arrives too late or too small, a pair stops being available mid-order.

When that happens the funds go back to the refund address you gave us. Give a real one you control on the network you're sending from. Without it, a refund needs manual handling and takes considerably longer.

First check your order page — it shows the live status and will say if the swap is waiting on a confirmation, a provider, or us.

If it has been sitting on the same stage for a long time, open the support thread on that page. It reaches us with the reference attached, so there's nothing to look up. Orders that stall long enough are escalated to a human automatically.

We keep what an order needs: the pair, the amounts, the addresses you gave us, and the transaction hashes — all of which are on a public blockchain anyway.

We do not store your IP address. It is held in memory to rate-limit abuse, converted to an irreversible token for that purpose, and never written to a database, a log or a backup. No name, email, phone or document is ever requested.

See the Privacy policy for the full detail.

Yes, and both depend on the pair — the minimum exists because network fees would otherwise eat the swap, and the maximum reflects available liquidity at that moment. The quote form tells you the current limits for whatever pair you pick.

Unusually large orders may be held briefly for a manual check before executing.

A small number of orders are paused for a manual look — typically because the value is unusually high, or because an address matched a sanctions or known-fraud list we screen against.

A held order is not a cancelled order. Reach the desk on your order page's support thread and we'll deal with it.

One margin, built into the rate you're quoted, plus the network fee the blockchain itself charges to move your coins. There is no separate service charge added at the end, and no fee for opening or tracking an order.

Fees & limits breaks it down.

Before you deposit — yes, effectively: just don't send anything. The order expires on its own and nothing has moved.

After your deposit is on-chain, no. The transaction is irreversible and the swap is already in motion. If it can't complete, the funds are refunded to your refund address.