FAQ

1. How do I create an application?

2. How long does it take to process an application?

3. What is the minimum exchange amount?

4. What is confirmation from the Bitcoin network?

5. How can I track the status of my application?

6. I paid for my application, but the money has not arrived to my account. What is the reason?

7. Why is my application being processed for a very long time?

8. What is "card verification" and why is it necessary?

1. How to create an order?
In order to create an order, you need to follow the following instructions: 

1) Select the direction of exchange (example: in the column "Give" - Privat 24, in the column "Receive" - AdvCash USD) and specify the amount you want to exchange or receive. 

2) Fill in your data in the column "Enter data", namely specify your e-mail, number of the wallet (card or account) from which you want to transfer money, number of the wallet (card or account) to which you want to receive money and check the box "I am not a robot". 

3) Click the "Exchange now" button, then in the pop-up window you will see our details for the transfer. In case of banks, at the first exchange, the system will ask you to verify the card from which you want to transfer. This is only required once, for each new card. 

4) Copy our details and click "Go to payment" button, after which you will be presented with payment details. Copy the amount and our details from the application, send the funds, confirm the transfer. Be sure to make sure that the amount has been debited. 

5) Next, return to our website and confirm your payment by clicking on the "I paid" button. Done. 

6) After creating an application you will receive a letter with the status of your application, as well as you will be automatically registered on our service. In order to confirm registration, you need to follow the link indicated in the letter. Having confirmed registration, you will be able to track the status of requests in your personal profile. 

2. How long does it take to process an application?
The exchange is made in automatic mode and takes from 5 to 20 minutes after receipt of payment on the application and depending on the workload of the system.

There are also rare cases with the Perfect Money payment system, when the Perfect Money system itself freezes the transfer for verification. On average, the waiting time can last from 1 to 6 hours, but longer waiting time is possible.

3. What is the minimum exchange amount?
Minimum and maximum amounts that you can exchange with us are specified in each direction individually, displayed when creating a request.

4. What is confirmation from the Bitcoin network?
Usually when bitcoins are received, the new owner cannot immediately dispose of them. Once a transaction is made, it is sent to the Bitcoin network for execution and must be included in a block to be legitimate. The process of including the transaction as part of the block found is called transaction confirmation. Inclusion in 1 block = 1 confirmation, when there are 6 or more confirmations, the transaction is considered confirmed. This feature was introduced to protect against repeated spending of the same bitcoins.

On our service there is a requirement of 2 confirmations from Bitcoin network, only after that your request will be processed.

5. How can I track the status of my request?
You can track the status of your request in myAlpari in the "My requests" section.

Also in case the status of your request changes, you will be notified by the mail you specified when creating your request.

6. I paid for the application, but the money has not arrived on my account. What is the reason?
The reasons can be different. In order for the exchange to be successfully completed, please make sure you have done everything correctly:

1) Check whether you have correctly specified your transfer details (wallet, account or card). If you specify incorrect details, your request will not be processed automatically, because the system will not recognize it. To solve this problem, you will need to write to us by e-mail, or contact us in one of the messengers - indicated in the support column on our website. Or, contact us by phone.

2) Before transferring funds to us, please check if you have copied our details correctly. We are not responsible for your mistakes;

3) When transferring to Our details, please check that You have been debited. If we do not see the funds from you, the application will be canceled;

4) The transfer may be delayed by the PS or the Bank. In this case we cannot speed up the process, so you just need to wait. To find out the reasons for the delay, you can call or write to the technical support of the PS or Bank;

5) All reasons are individual, so if your reason does not belong to any of the above, you can write to us by e-mail or online support of our site. We are always happy to help!

7. Why is my application taking so long to process?
1) The first and most common reason is not creating a request. Remember that if you have not clicked the "I paid" button, the request is not considered created. If you have accidentally closed or refreshed the page with this button, write to our online support and we will help you with this problem;

2) Check whether you have been charged for the transfer. Perhaps you did not take into account the commission of the PS or Bank, and you did not have enough money for the transfer. Or due to some technical reasons PS or Bank did not allow your transfer. Be attentive! If the payment is not received soon after its creation, we will move it to canceled;

3) Incorrectly specified details can also delay the processing of your application. Please check the data carefully when filling out the application. If a mistake is made, we will not be able to transfer funds to you and the application will be moved to Erroneous. Be sure to contact us by mail or online support of our website to resolve this problem as soon as possible. Once you provide us with the correct transfer details, we will process your request as soon as possible;

4) Before transferring funds to us, please check that you have copied our details correctly. We are not responsible for your mistakes;

8. What is "card verification" and why is it necessary?
Card verification is the verification of the card (or account) belonging to its owner. It is a mandatory condition, without which you will not be able to exchange funds on our service.

The conditions of card verification are simple and do not require much effort. For verification it is necessary to photograph only the front side of your card against the background of our site. The verification process will take a few minutes and is required only once for each new card. The card number and cardholder's name must be readable on the photo, and in the background (behind the card) you should see a monitor with an open tab on https://cryptobox.in.ua/ .