Question 1

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

Accepted Answer

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.

Question 2

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

Accepted Answer

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.

Question 3

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

Accepted Answer

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.

Question 4

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

Accepted Answer

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

To resolve an issue with selling crypto, contact Mercuryo's support: support@mercuryo.io
To resolve an issue with selling crypto, contact FinchPay's support: support@finchpay.io

Question 5

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

Accepted Answer

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.

Question 6

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

Accepted Answer

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.

Question 7

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

Accepted Answer

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.

Question 8

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

Accepted Answer

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

Question 9

Do you support coins on Binance Smart Chain?

Accepted Answer

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

Question 10

How do I make a transfer to your wallet?

Accepted Answer

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.

Question 11

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

Accepted Answer

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.

Question 12

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

Accepted Answer

For business inquiries and cooperation offers, please contact partners@changehero.io.

Question 13

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

Accepted Answer

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.

Question 14

What happens if I replace my deposit with a higher fee (replace by fee)?

Accepted Answer

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.

Question 15

What is ChangeHero?

Accepted Answer

ChangeHero is a leading instant crypto exchange platform. You can convert Bitcoin, Ethereum, Litecoin, and over 200 crypto assets fast and securely using our service. We find the Best Rate in the market from 10 top crypto exchanges and DEXs for your crypto swap for a low fee. On the ChangeHero website, you can also buy crypto with a credit card or debit card and sell it for fiat.

Question 16

How does ChangeHero work?

Accepted Answer

ChangeHero is integrated with 10+ 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.

Question 17

Why trust us?

Accepted Answer

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 a registration-free service for converting BTC, ETH, USDT, and other popular cryptocurrencies without an account. We work with 10+ global centralized and decentralized exchanges to provide you with the Best Rates.

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

Question 18

What are the commissions?

Accepted Answer

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

Question 19

What is the minimal/maximal amount for exchange?

Accepted Answer

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.

Question 20

Can I buy crypto with a credit card?

Accepted Answer

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 other currencies.

Question 21

Can I sell crypto on ChangeHero?

Accepted Answer

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

Question 22

What are the minimum and maximum limits to buy crypto?

Accepted Answer

Please note that our partner FinchPay enables the purchase of cryptocurrencies on ChangeHero. Their limits are as follows:

The Minimum amount is €50.
Maximum buy per transaction €10,000.

Question 23

What are the minimum and maximum limits to sell crypto?

Accepted Answer

Please note that our partner Mercuryo powers the selling of cryptocurrencies on ChangeHero. Their limits are as follows:

The Minimum amount is 0.002 BTC (or equivalent).
Maximum buy per transaction €4,000.

Question 24

Can I buy crypto with PayPal?

Accepted Answer

ChangeHero doesn’t support payments made via PayPal.

Question 25

Should I go through KYC to exchange crypto?

Accepted Answer

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

Question 26

What is the AML and KYC Procedure?

Accepted Answer

AML refers to anti-money laundering measures and regulations. KYC stands for “know your customer”, a procedure that implies customer's identity verification.

To complete the KYC procedure you will be asked to provide a picture of your government-issued ID: resident ID, passport, or 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.

Question 27

How is the data from AML/KYC procedures stored?

Accepted Answer

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

Question 28

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

Accepted Answer

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 the 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 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.

Frequently Asked Questions About ChangeHero