Question 1

What are the operating hours of your exchanger?

Accepted Answer

All operations are carried out automatically, without the need for manual intervention, around the clock, 7 days a week. You can exchange funds at any time convenient for you.

Question 2

Is registration required on your site?

Accepted Answer

No, registration on our website is not mandatory. However, if you decide to register, you will be able to participate in our cumulative discount program, referral program, and also have access to all statistics on completed exchanges.

Question 3

Do you have an affiliate program?

Accepted Answer

Yes, we have a clear and transparent affiliate program where you can receive 25% of our earnings for exchanges carried out by users you refer. Reward payments are made when the amount reaches 10 USD. In your Personal Account you can track the transactions of your referrals online. More detailed information is available after registering in your Personal Account.

Question 4

What bonuses are available for regular customers?

Accepted Answer

Any registered user, making an exchange, automatically gets his cumulative discount. After reaching certain stages of our loyalty program, you receive a multiplier that is applied to create a more favorable exchange rate for you on each future exchange. This means you get a discount on exchanges in either direction. More detailed information is available after registering in your Personal Account.

Question 5

How much time do I have to create a crypto exchange order?

Accepted Answer

You have 15 minutes to create an order. If for some reason you did not manage to create an order at the specified time, it is automatically canceled. In this case, we ask you to create a new order. If, however, you already transferred funds to the specified credentials, please contact the support on our website.

Question 6

Why is the website displayed incorrectly, and what should I do?

Accepted Answer

If the website is not displaying correctly, try refreshing the page first using the CTRL+F5 key combination. It is also recommended to clear your browser cache. If these steps don't help, try opening the site in a different browser. If the problem persists, please contact our support team and we will try to help you resolve the issue.

Question 7

Where can I check the status of my exchange?

Accepted Answer

When submitting an order in our service, it is always possible to track its status. There are currently three methods available: 1. After logging into our website, go to your personal account and go to the "Exchange History" section. Here you will find information about your order ID, the date and time it was created, and the current status. If the order status is "Completed", this indicates the successful completion of the exchange, and the funds were sent to the specified details. 2. During exchange on the website, even without registration, up-to-date information about the order is always available. If the information seems out of date, you can refresh the page by pressing F5 key. 3. All notifications are automatically sent to your email address. If you do not have access to your personal account on the website, you can always find this information in your inbox.

Question 8

How long does it take to process an order?

Accepted Answer

The exchange is performed automatically and takes from 1 to 20 minutes after receipt of payment on the order. Processing time may also depend on the amount exchanged.

Question 9

I paid the order value, but the money did not arrive in my account. Why?

Accepted Answer

There are several possible reasons. To successfully complete the exchange, please ensure that you have completed the following steps correctly: 1. Check that your transfer details are correct. Incorrectly specified details may result in an "Error" status for your order. You will receive a notification by email explaining the reason. 2. If an order is processed using incorrect details, a refund is not possible. It is recommended that you carefully check the information before starting the exchange. 3. Make sure there are funds in your account. If there is no writing, the order will not be processed. 4. Transaction delay may be caused by the blockchain. In this case, nobody cannot speed up the process, so we can only wait. The reasons may be different. If your case does not meet any of the situations from above, please contact us through the support section of our website.

Question 10

Is it possible to cancel an order?

Accepted Answer

Unfortunately, if your order has already been completed, funds from it are non-refundable. If the order has been paid but not yet completed, you have the opportunity to return your funds by contacting our online support through our website.

Question 11

I provided incorrect details and the funds were not received. What to do?

Accepted Answer

Unfortunately, we are unable to refund your funds. The only thing we can do is provide you with the details of where the funds were sent. Please be careful when entering data!

Question 12

Why does my Bitcoin transaction take a long time to be confirmed?

Accepted Answer

A transaction confirmation delay may have several reasons: 1. Network Congestion: In recent years, the number of BTC transactions has increased significantly, resulting in an increase in the number of transactions awaiting confirmation. This may slow down the speed of transaction processing. 2. Fee: The Bitcoin network is maintained by miners who choose which transactions to process first. A high transaction byte fee increases its priority and confirmation speed. If your Bitcoin transaction is delayed, don't worry. On average, transactions can "freeze" for several hours, sometimes even for several days. Ultimately, the funds will be successfully delivered to the recipient or returned to your wallet.

Question 13

Where can I find the transaction link?

Accepted Answer

You can find a link to the transaction or its hash on our website, in your personal account, or in your email. Besides that, there are well-known browsers that can display transactions for most popular coins: 1. oklink.com 2. blockchair.com 3. etherscan.io

Question 14

What is confirmation from the Bitcoin network?

Accepted Answer

Usually, when receiving Bitcoin, the new owner cannot immediately use it. Once a transaction is completed, it is sent to the Bitcoin network for execution and must be included in a block to become legal. The process of including a transaction in a found block is called transaction confirmation. Each inclusion in one block is equal to one confirmation, and when 6 or more confirmations are done, the transaction is finally  considered confirmed. This feature is introduced to prevent possible double spending of the same bitcoins. Our service requires a minimum of 2 confirmations from the Bitcoin network before your order is processed.

Question 15

My Bitcoin transaction received the required number of confirmations after the time for receiving confirmations had expired, and my order was cancelled. How should I proceed?

Accepted Answer

If your Bitcoin transaction has received the required number of confirmations after completion of the allotted time for this process, and your order has been cancelled, you should contact online support on our website to clarify the next steps.

Question 16

What is Destination Tag (Memo)?

Accepted Answer

Destination Tag (Memo) is tbe additional identifier of your wallet or account. It is used to ensure funds are accurately addressed, especially in cases where exchanges provide a shared wallet for users. Memo or Destination Tag allows the exchange to distribute received funds to your account. If you do not specify a Memo or Destination Tag, your funds may go to the exchange wallet, but will not be directly transferred to your account. Make sure you provide the correct Payment ID, Memo or Destination Tag when making transactions such as EOS, Ripple (XRP), Stellar Lumens (XLM), Binance Coin (BNB) or Monero (XMR).

Question 17

Why didn’t I receive my funds after exchanging via Telegram/Telegram bot, forum, Skype or WhatsApp?

Accepted Answer

All exchange operations are carried out exclusively through an order on our official website. In the order you receive all the necessary details for the exchange. If you were offered to make an exchange in a messenger or on a forum, you most likely encountered scammers who pretend to be our service. Please notify us immediately of such incidents so that we can take appropriate action.

Exchange BTC to LUNA online

Exchange BTC to LUNA online

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