Thank you for using the smart exchange of cryptocurrencies in the app powered by our partner

Normally, all exchanges go smoothly, however, in rare cases, something can go wrong, be it a technical issue, or simply the market is overflowed with transactions. In such cases, we contact our exchange partner and request a refund for you.

Your transaction will be refunded, no questions. However, in order to make a refund, our colleagues at Changelly have to manually access every address associated with your account and then send your coins back. Quite a cumbersome process, we ask you to be patient.

Our partner currently has thousands of support tickets waiting for a reply. Refund requests are being processed slowly, however, refunds are delivered every day. To get a realistic idea of the time frame for your refund to be completed, please see our Terms of Use.

Our exchange provider is the best on the market, and we are not going to stop using their services. 

Here’s what we can and will do:

  1. Ping our partner every day to proceed with refunds faster.
  2. We’ve created a list of refunds to do exclusively for our users. Yours is there as well.
  3. We are going to create an alternative exchange service to be in control and resolve such cases ourselves. Such exchanges will be instant and refundable.

Please note that when completing an exchange operation, our exchange partner may request you to verify your identity (KYC procedure) in order to comply with international rules and regulations described on the website. 

During this process, the status of your exchange operation will be on hold.
In this case, we recommend contacting Changelly’s support team and proceed as per their recommendations.

Exchange feature is currently unavailable for:

Cuba, Iran, North Korea, Crimea, Sudan, Syria, Bangladesh, Bolivia, United States of America (including all USA territories like Puerto Rico, American Samoa, Guam, Northern Mariana Island, and the US Virgin Islands (St. Croix, St. John, and St. Thomas), Japan.