Help
How this desk works, and what to do when something goes wrong.
How does buying USDT work?
You lock a price, transfer the exact amount from your bank, and we send the USDT to your wallet. A person on our desk checks every transfer by hand, which is why we ask for a bank slip and a reference code.
How long does it take?
Usually 5 to 30 minutes once your transfer arrives and the desk is open. Outside opening hours your order still goes through and is handled when we open.
Why must I transfer from an account in my own name?
We have to match the name on the transfer to the name on your verified identity. If they do not match we cannot release the funds, and the order goes on hold until you send a slip from your own account.
What is the reference code for?
It is how your transfer is matched to your order. Without it your payment arrives as an unidentified deposit and has to be traced by hand, which takes far longer.
What if I transfer the wrong amount?
If you send less, the order shows the remainder and you can top it up. If you send more, or the window has closed, the desk contacts you and can settle at the amount that actually arrived.
What if I send crypto on the wrong network?
Contact us immediately with the transaction hash. Funds sent on a network we do not support at that address usually cannot be recovered, which is why the network is stated on the deposit screen.
How many times can I cancel an order?
Cancelling is free and never charged for. We do count it: 3 unpaid cancellations or expiries within 24 hours pauses new orders for 60 minutes, and 6 pauses them for 24 hours while we take a look. Completing any order resets the count.
Still stuck?
Send us your order number and we will pick it up.