Frequently Asked Questions

What should I do if I have any difficulties or errors during the exchange process?

If you have any difficulties or questions about the exchange procedure, contact a support operator using the dialog box on the website or send us a message. Our operators will happily help you with any questions about exchanging on the service.

What happens if I send more or less than the amount specified in the order?

The amount receivable is calculated according to the actual payment amount. Suppose the amount received on the service’s account differs from the amount payable in the order. In that case, the amount payable will be recalculated at the exchange rate when the funds are credited.

I completed the order on the website but didn’t receive a letter to my e-mail. Why?

Sometimes emails with an order status automatically go to the ” Spam” folder. Therefore, it is recommended to check this folder. If there is no letter in this section, you most likely made a mistake during application registration. In this case, we recommend issuing a new order. If you have already paid, contact the support service to learn more about further actions.
* In some cases, e-mails don’t reach the addressee due to the mail service settings. It is necessary to ensure that no security settings or restrictions are set for your e-mail, blocking incoming e-mails.

Why did my order get the status “Deleted”?

Order is active for 30-60 minutes, depending on the direction of the exchange. After this time, the systеm automatically deletes the order. If you have paid, but your order is deleted, contact the technical support service through the website’s dialog box or via Telegram.

I paid the order, but the status of the order has stayed the same. What should I do?

The order automatically gets the paid status when the transaction reaches a certain number of confirmations in the network. If the status of your order has stayed the same, wait until the transaction is formed and gets the required number of confirmations. See more details at the link.

After payment, I noticed that I entered the wrong details / made a mistake. What should I do?

If you notice an error in the details after the payment, immediately contact technical support. If the service did not process the order, they would help you to rеplace it with actual requisites. When the service completes the processing of the order, and the order receives the completed status, the funds may be lost.

Can I pay the order with more than one transaction?

For a successful exchange, the order must be paid in one transaction.

How can the results of an AML check affect an exchange?

Our service adheres to the international AML/KYC policy. All incoming transactions are subject to mandatory AML verification. If a transaction exceeds the acceptable risk level, it can be frozen by the payment systеm. In this case, the exchange operation is suspended. See more details at the link.

I want to cancel my order. What should I do?

If you paid the order but decided to cancel the operation, a refund is possible only if the service did not process and execute the order. A refund is impossible if the resulting currency was sent to the user’s account.
To cancel the operation and get a refund, you must send a corresponding request to e-mail the service with the contact information in the order. To find more details, contact the technical support service through the site’s dialog box or Telegram.

I want to exchange cryptocurrency, which is not on your site. What should I do?

If the desired exchange direction is not on your site, contact the technical support service through the dialog box on the site or in Telegram. Our service usually handles individual user requests.

Is registration necessary for an exchange in Crybex?

No, the registration procedure is not mandatory. However, registration may be required for direction exchanges where user account verification is required.

Why do I need to register at Crybex? What benefits do users get after registration?

Users can take advantage of all the benefits of Crybex only after registration.
Registration on our site makes it faster and more convenient to make exchanges. After entering the data in the personal cabinet, your data will be filled in for the exchange automatically. In addition, registered users can see the history of their exchanges and use the affiliate program and the systеm of discounts.

How can I secure my account?

After registration, you can set the security settings in the corresponding section of the personal cabinet. It is possible to activate authorization by pin-code using e-mail or Telegram, notification about approval, and add an allowlist of IP addresses.

How do I activate PIN code authorization?

– Enter your Telegram username in the “Telegram” field. Save the data;
– Go to the Security Settings section;
– sеlect “Yes” in the “Authorization by Pin Code (Telegram)”;
– Connect to our Telegram bot;
* Attention! Telegram messages will only come from our bot.

Is verification necessary to exchange to Crybex?

Account verification and identity verification are available on the service website.
Account verification is optional for exchanges for most destinations. However, for some exchange options, user account verification may be required.
Identity verification is not mandatory, but the service reserves the right to request verification if necessary.

How to pass verification?

To verify an account, you must:
– register;
– go to the “Your accounts” section of the personal profile;
– choose the necessary currency in the drop-down list, enter the account in the corresponding field, and press the button “Save”;
– in the list of your accounts, find the previously added account and click on the button “Verify”;
– follow the instructions on the verification page;
– wait for the results of verification.
To read the verification procedure, register and follow the link.

Can the service request user verification? In what cases is it possible?

Crybex may request identity verification if the transaction sent by the user exceeds the acceptable risk level (in more detail), the user has violated the service rules, or suspicious actions have been noticed.

How do Cryptocurrencies for Cash exchange work?

To exchange, you need:

• 1. On the main page of the service, in the “Give” field, choose the currency you want to exchange, and in the “Receive” field – the currency you wish to receive. Press the “Exchange” button;
• 2. Fill in all the necessary fields, specifying the contact information you have permanent access. Press the “Exchange” button;
• 3. On the order status page, check the exchange amount and the data filled in earlier.
• 4. By pressing the “Go to payment” button, the systеm will automatically redirect you to the payment page of the order. Make the payment to the details specified by the systеm;
• 5. When the order receives the paid status, the service operator will contact you by the contact information specified in the order and provide instructions for obtaining cash (only during the working hours of the exchange office).

How does Cash to Cryptocurrency exchange work?

To exchange, you need:

• 1. On the service’s main page, in the “Give” field, choose the currency you want to exchange, and in the “Receive” field – the currency you wish to receive. Click on the “Exchange” button;
• 2. Fill in all the necessary fields, specifying the contact information you have permanent access. Press the “Exchange” button;
• 3. On the order status page, check the exchange amount and the data filled in earlier.
• 4. An email will be sent to the email address specified by the user with instructions to pay for the order. The letter can only be sent from [email protected] (during the working hours of the exchange office);
• 5. Following the instructions in the letter, perform the payment of the order, then notify the operator of the payment;
• 6. Expect to receive funds at the time set by the service to the specified details.

How does Cryptocurrency to Cryptocurrency exchange work?

To exchange, you need:

• 1. On the main page of the service, in the “Give” field, choose the currency you want to exchange, in the “Receive” field – the currency you want to receive. Click on the “Exchange” button;
• 2. Fill in all the necessary fields, specifying the contact information you have permanent access. Press the “Exchange” button;
• 3. On the order status page, check the exchange amount and the data filled in earlier;
• 4. By pressing the “Go to payment” button, the systеm will automatically redirect you to the payment page of the order. Make the payment to the details specified by the systеm;
• 5. When the order receives the status of paid, the rate will be fixed, and the systеm will process the order;
• 6. Expect to receive funds at the time set by the service to the specified details.

How does Cryptocurrency to Bank Card exchange work?

To exchange, you need:

• 1. On the main page of the service, in the “Give” field, choose the currency you want to exchange, in the “Receive” field – the currency you want to receive. Click on the “Exchange” button;
• 2. Fill in all the necessary fields, specifying the contact information you have permanent access. Press the “Exchange” button;
• 3. On the order status page, check the exchange amount and the data filled in earlier;
• 4. By pressing the “Go to payment” button, the systеm will automatically redirect you to the payment page of the order. Make the payment to the details specified by the systеm;
• 5. When the order receives the status of paid, the rate will be fixed, and the systеm will process the order;
• 6. Expect to receive funds at the time set by the service to the specified details.

How does Bank Card to Cryptocurrency exchange work?

To exchange, you need:

• 1. On the main page of the service, in the “Give” field, choose the currency you want to exchange, in the “Receive” field – the currency you want to receive. Click on the “Exchange” button;
• 2. Fill in all the necessary fields, specifying the contact information you have permanent access. Press the “Exchange” button;
• 3. On the order status page, check the exchange amount and the data filled in earlier.
• 4. By pressing the “Go to payment” button, the systеm will automatically redirect you to the payment page of the order. Make the payment to the details specified by the systеm;
• 5. When the order receives the status of paid, the rate will be fixed, and the systеm will process the order;
• 6. Expect to receive funds at the time set by the service to the specified details.