Frequently asked questions
Answers, simply.
Rates, deposits, payments and account: the most useful questions, grouped by theme.
The calculator prepares a quote based on the amount of crypto you wish to send, the chosen network, country, currency and payout method. These choices determine the options offered and the details that will be requested from the beneficiary.
Read the full answerA quote remains valid for 120 seconds. After this period, it can no longer be used to create an exchange and you must request a new one. The amount may then change, since the rate used depends on market observations available at the time of the request.
Read the full answerThe quote distinguishes the value of your crypto in the chosen currency, the service fees and the expected net amount. Fees may include a minimum depending on the currency. The quote summary allows you to read their effect before creating the exchange.
Read the full answerTo establish a quote, the service compares recent prices from CoinMarketCap and CoinGecko. If an observation is missing, too old or shows too large a discrepancy with the other, the request is refused until the necessary conditions are met.
Read the full answerA quote may be refused if the amount is below the minimum, above the maximum per exchange, or insufficient after deducting fees. Limits are compared to an equivalent value in euros, even when you choose to receive another currency.
Read the full answerOpen the concerned exchange and use only the instructions on this page. The deposit address is assigned to this exchange and is displayed only when a deposit is expected. The crypto name, network and amount must all match your sending.
Read the full answerStart by checking in your wallet that the send was actually broadcast. A withdrawal request still processing on a platform does not necessarily correspond to a transaction visible on the network. Keep the transaction identifier when it becomes available in your wallet.
Read the full answerA detected deposit is not immediately considered sufficiently confirmed. The tracking page shows the observed confirmations and the number required for the chosen network. Their progress depends on the network; the time elapsed since your sending does not replace this check.
Read the full answerThe deposit is verified against the exact amount expected in the exchange. A lower or higher amount may result in manual review. This includes withdrawals where your wallet or platform deducted fees from the initially announced amount.
Read the full answerThe same crypto can exist on multiple networks. The token name or a similar-looking address is not enough to make a transfer compatible. The exchange tracking checks the intended network, the recipient, and, for a token, its identity on that network.
Read the full answerThe calculator offers the payout methods available for the selected country and currency combination. An option present in an information page may not be active for your request. The selection displayed at the time of the quote determines the available journey.
Read the full answerThe requested fields depend on the payout method: account holder, IBAN, BIC or SWIFT, account number or receiving address as applicable. Copy the information provided by your bank or payment service, then re-read it before creating the exchange.
Read the full answerThe Manual processing status indicates that the exchange has reached the payment preparation step. It does not mean that the funds have already been credited to your account. The payout method, beneficiary details and remaining checks are involved in this step.
Read the full answerThe Paid status corresponds to a payment declared by the operator with an external reference. It does not alone confirm the actual credit on the destination account. Check your bank or payment service and verify the currency and the account concerned.
Read the full answerAn exchange under manual review may be subject to a refund executed separately and then recorded by an operator. The Refunded status appears with an external reference. Recording this status does not itself trigger a transfer and does not represent a promise of systematic refund.
Read the full answerA verification may be requested depending on the amount, the cumulative total of your exchanges, the country or the rules applied by the service. The available reason appears in the exchange details. These rules may change and do not constitute a general exemption from verification below a given amount.
Read the full answerThe site may indicate that verification is required, but it does not currently offer a form to submit your identity documents. The absence of a submit button is therefore normal. Do not attach sensitive documents to a free message or to a randomly found service.
Read the full answerManual review signals that an exchange cannot continue its usual journey. It may concern a different amount, multiple transactions or a late deposit. Consult the tracking information and keep the sending identifiers without adding a new deposit to the situation.
Read the full answerThe exchange page specifies the end of its deposit window, distinct from the 120-second quote validity. If this window is exceeded and no deposit has been observed, the exchange may become expired. Do not send more funds to its old instructions.
Read the full answerThe assessment of a new exchange may take into account amounts already committed on your account during a day, a month or a year, according to the active rules. The calculation uses an equivalent value in euros, including when your exchanges involve different payout currencies.
Read the full answerYou can prepare a quote before logging in, but creating an exchange requires an account. It groups your history, details of each transaction and tracking references. Use an email address you control and a password unique to this service.
Read the full answerLog in to the account used to create the exchange, then open your dashboard. The history displays operations and their status. You can search for a reference or filter the list by status to more easily find the exchange you want to consult.
Read the full answerThe exchange detail page offers downloading a summary. This text document includes the operation information and available references, including payment or refund references when recorded. You must be logged in to the relevant account to access it.
Read the full answerThe login page offers password recovery by email when this service is available. If sending is not enabled, a message indicates this: no email should then be expected. Check the information displayed after your request before trying again.
Read the full answerA session expires after a period of inactivity or when it reaches its maximum duration. You may also be logged out after a password change or reset. In these situations, log in again with the credentials of the account that created the exchange.
Read the full answerChoose a unique password of at least twelve characters and keep it in a password manager if you use one. Avoid reusing the password from your email, another crypto service or an account shared with another person.
Read the full answerA sender name, logo or exchange reference is not enough to confirm the identity of the person contacting you. If a message asks you to log in, open the site you usually use directly and check your account from that address.
Read the full answerThe exchange process requires sending from your wallet to an assigned address. It does not ask you to import a recovery phrase or private key. Keep these out of forms, support messages, and shared screenshots.
Read the full answerUse the address displayed in the details of the exchange awaiting deposit. The copy button and QR code make it easier to reuse, but do not replace final verification. Compare the full address displayed in your wallet with that of the exchange before confirming.
Read the full answerPrefer a personal device to consult your exchanges and their receiving details. If you use a shared device, avoid saving your password or documents on it. Do not leave the account page open when you step away from the screen.
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