Frequently Asked Questions About ChangeHero

Most Asked

Where is my order? "No transaction found" error.

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.

My deposit is confirming for too long. Will the funds be exchanged eventually?

If the deposit eventually gets on 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.

Why isn't my ETH/ERC20 transaction sent yet? The block explorer says it's confirmed.

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.

I have an issue with fiat purchase/selling crypto for fiat.

All the orders that involve fiat money are handled by our partners Coinify and Mercuryo. To learn more about your fiat purchase/selling, please contact your respective provider at [email protected] or https://help.coinify.com/hc/en-us/requests/new.

Haven't received crypto to my account, ChangeHero site says that my order is finished.

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 would recommend contacting your wallet support and provide them with the hash of your payout.

What is memo/destination tag/message, why do I need it and where to find it?

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

My order is pending for too long, I don't have a deposit hash.

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

What type of BNB do you support? BEP20 or BEP2?

We support both BNB BEP2 with the ticker BNB and BNB BEP20 with the ticker BNBBSC.

Do you support coins on Binance Smart Chain?

At the moment we only support BNB on Binance Smart Chain with the ticker BNBBSC. Please do not send other assets using BSC, your funds will be lost in this case.

How do I make a transfer to your wallet?

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.

What does the message "contract payments are not supported" mean?

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 just a warning 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.

I want to become a partner/use your API, whom should I contact?

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

What happens if I send more/less than I initially stated when creating an order?

It depends on the type of order you have. If this is a Fixed Rate order, your funds will be refunded automatically as it is important to send the precise amount for this type of order. If this is a Best Rate order, the final amount will be adjusted in accordance with the deposit amount.

What happens if I replace my deposit with the one with a higher fee?

It depends on the type of order you have. If this is a Fixed Rate order, you will have to contact our support team to get assistance with the registration of the new deposit. If this is a Best Rate order, the new order with the new deposit will be created automatically

About ChangeHero

What is ChangeHero?

ChangeHero is a leading instant crypto exchange platform. You can convert Bitcoin, Ethereum, Litecoin and over 100 crypto assets fast and securely using our service. On the ChangeHero website, you can buy crypto with a credit card or debit card and also sell it for fiat. We find the Best Rate in the market from 9 top crypto exchanges for your crypto swap at a low fee.

How does ChangeHero work?

ChangeHero is integrated with 9 largest cryptocurrency trading platforms like Binance and Huobi, as well as decentralized exchanges. We constantly monitor cryptocurrency prices for various pairs and update the best rate in real time. At the moment of exchange, we select the Best Rate and proceed with the conversion. 

Check out this article for more info about how we pick rates.

Why trust us?

Hundreds of thousands of customers all over the world trust ChangeHero. We are a team of experienced blockchain developers. ChangeHero is a non-custodial service, and we do not get access to your funds or personal info. We offer registration-free service for converting BTC, ETH, USDT, and other popular cryptocurrencies without an account. We work with 9 global centralized and decentralized exchanges to provide you with the Best Rates. 

Looking for more info? Here’s an article on why you can trust ChangeHero.

What are the commissions?

ChangeHero charges a low fee of 0.5% for the Best Rate transactions and 0.7% for the Fixed Rate exchanges.

What is the minimal/maximal amount for exchange?

In some cases, a minimal amount to cover the network fees to process the transaction on the blockchain is applied. You will see a pop-up notification to set the minimum amount in our widget if the exchange amount is too low.

Transaction Issues

Can I buy crypto with a credit card?

Yes, you can buy crypto with a credit card or debit card. For crypto purchases with fiat currencies, we accept payments in USD, EUR and RUB.

Can I sell crypto on ChangeHero?

Yes, you can sell Bitcoin, Ethereum and many other popular cryptocurrencies for fiat currency on ChangeHero.

What are the minimum and maximum limits to buy crypto?

Please note that our partners Mercuryo and Coinify power the purchase feature of cryptocurrencies on ChangeHero. The limits are as follows.

Mercuryo

The Minimum amount is 0.002 BTC.
Maximum buy per transaction €4000.

Coinify

Minimum amount is $71.20.
Maximum amount for paying by card are currently at €1,000 per purchase. For trades paid for with a bank transfer, your starting limits are at a maximum of €50,000

What are the minimum and maximum limits to sell crypto?

Please note that our partners Mercuryo and Coinify power the purchase feature of cryptocurrencies on ChangeHero. The limits are as follows.

Mercuryo

The Minimum amount is 0.002 BTC.
Maximum buy per transaction €4000.

Coinify

Minimum amount is $71.20.
Maximum amount for paying by card are currently at €1,000 per purchase. For trades paid for with a bank transfer, your starting limits are at a maximum of €50,000

Can I buy crypto with PayPal?

ChangeHero doesn’t support payments made via PayPal.

AML and KYC

Should I go through KYC to exchange crypto?

ChangeHero follows a risk-based KYC procedure. We ask you to complete a KYC procedure if our threat detection system flags your transaction.

What is the AML and KYC Procedure?

To complete the KYC procedure you will be asked to provide a picture of your government-issued ID: resident ID, passport or a driving license and a selfie with the same ID (passport/driving license) and the transaction ID written or printed on a piece of paper. In some cases, additional documents are required. The procedure usually takes up to 24 hours or less.

How is the data from AML/KYC procedures stored?

ChangeHero does not store or disclose your personal data. After the KYC is completed, all your personal data is erased.

What if I don’t want to undergo the KYC procedure?

If you do not want to disclose your identity and prefer not to complete the KYC, your funds will be transferred back to the initial address we received them from. Please note that in this case the funds will be sent back subtracting the network fee and ChangeHero operational fee in
amount of 10% from transferred assets but not less than 100 USD equivalent. The refund policy can be found in ChangeHero Terms of Use, paragraph 3.6.

If ChangeHero possesses the information that a customer's transaction/source address/destination address may be involved in any fraud, money laundering or other suspicious activity, ChangeHero reserves the right not to conduct any activity with the customer's funds for the investigation period.

Support

Didn't find what you were looking for?
Write your query to the customer support team
Or drop a message in the live chat.

More Resources

Veuillez noter que ChangeHero utilise un système automatisé de notation des risques visant à repérer les activités suspectes pendant les opérations. Si votre transaction est marquée par ce système, ChangeHero se réserve le droit de mener la procédure KYC et de traiter la transaction conformément à notre police de AML/KYC et à nos Conditions d'utilisation (paragraphe 3.6).

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