Frequently Asked Questions About ChangeHero

The order is no longer available for viewing if the user changes their browser/cookie files or starts using VPN. Users can always inquire about the order status in our live chat, we are available 24/7.

If the deposit eventually gets on the chain and gains confirmations, your funds will be exchanged regardless of the confirmation time. For BTC, for example, it can take days if the funds were sent with a low network fee.

After the Ethereum merge, the block confirmation rules have changed.

When the transaction is included in enough blocks, its status changes to Safe. Safe blocks mean that they are unlikely to be changed, but are not final. After a block has been included to a finalized epoch, its status becomes Finalized. Finalized transactions cannot be reverted without slashing the validators that accepted it, and are even less likely to be reverted without a hard fork.

ChangeHero accepts transactions that have been included in a finalized block. Average epoch time is 7 minutes, so transactions with ETH/ERC-20 tokens normally should be approved within that time frame.

All orders that involve fiat purchases are handled by ChangeHero's partners. 

• To resolve an issue with selling crypto, contact Mercuryo's support: [email protected] 
• To resolve an issue with selling crypto, contact FinchPay's support: [email protected]

Sometimes, it takes longer for some wallets to update your balance. You can try updating or synchronizing your wallet. If this does not help, we recommend contacting your wallet support and providing them with your payout hash.

A memo/destination tag/message is needed to identify your payment. It applies only to some currencies such as BNB, XRP, TON, XLM, and XEM. Funds sent without the memo/destination tag/message might be lost and you would need to contact customer support to retrieve it. You can find the memo/destination tag/message for your transaction on the order page, it is provided by ChangeHero if necessary.

Usually, it means that the sending is delayed by the third-party service or wallet. Please make sure the outgoing transaction was successful. Contact your wallet support if necessary.

We support both BNB BEP2 and BNB BEP20. Look at the labels near the coin's name: BNB or BEP20 respectively.

Yes, we support the BSC-based BEP20 tokens. They have the BEP20 label near their name.

For each order, we provide an individual deposit address. You should copy this address, open your wallet and paste it there specifying the amount you want to send. Or you can simply scan the QR-code.

ChangeHero does not accept payments made via smart contracts. We also cannot send the funds to a contract address. "Contract payments are not supported" is a warning message for our users not to send their funds using smart contracts. You should make an ordinary transfer from your wallet instead for the exchange to be successful.

For business inquiries and cooperation offers, please contact [email protected].

It depends on the type of your order. If this is a Fixed Rate order, your funds will be refunded automatically. You can avoid it by sending the precise amount.

If this is a Best Rate order, the final amount will be adjusted according to the deposit amount.

It depends on the type of order you make. 

• If this is a Fixed Rate order, you must contact our support team to get assistance registering the new deposit. 
• If this is a Best Rate order, the new order with the latest deposit will be created automatically.