Frequently Asked Questions
General
What is AEXchanger?
AEXchanger is your leading financial crypto supermarket, providing a wide range of services, including sales, exchanges, purchases, and markets.
My transaction takes too long. What should I do?
If your transaction is stuck at the “Waiting for payment” stage, it means that we haven’t received money from you so far. Why did it happen? Blockchain overload. It is the most common reason for backlogs. You’ve sent money to our wallet, and now, your transaction is in the queue to be broadcasted in the network. Just wait until your transaction shows up in the blockchain and gets at least two confirmations. As a rule, it’s enough for us to receive your coins. Other technical reasons. If there is no overload and other obstacles on your end, there are likely to be some technical issues in our system. You can wait until our tech team resolves the matter or contact us (https://aexchanger.com/contacts) and provide more details about your pending transaction.
What is the transaction hash (TxID)?
A transaction hash (TxID) is a unique identifier for a cryptocurrency transaction, used to track and verify the transaction on the blockchain.
What are the supported countries/regions?
Service availability depends on your jurisdiction and our internal compliance review. Please contact us to confirm eligibility before registering.
Will I have to go through KYC?
Yes, identity verification is mandatory under applicable Canadian AML/CFT legislation, including the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA) and FINTRAC requirements. We may also request verification based on our internal risk assessment.
What is KYC/AML
The crypto market is subject to several certain rules and regulations, which make it mandatory for most crypto services to have the AML/KYC procedure implemented.
AEXchanger strives to protect our clients from any types of scams and fraudulent activities in the crypto world. One of the ways that enable us to do so is the KYC/AML procedure.
This procedure confirms the absolute legality of the transaction carried out by you before the regulatory institutions. So, you confirm that you are a law-abiding citizen and the state has no reason to address any claims towards you.
What is OTC trading?
We offer OTC deals for high-volume clients. Minimum deal size and available currencies depend on your jurisdiction. Please contact our OTC manager for details.
Financial
How can I buy cryptocurrency by credit/debit card on AEXchanger?
AEXchanger supports multiple payment methods including card payments and bank transfers. Available payment methods depend on your jurisdiction and are shown during the exchange process.
How long does it take to exchange coins?
Exchange processing time depends on the payment method and cryptocurrency network speed. Card payments are typically faster. Bank transfers may take 1-3 business days. We begin the exchange immediately upon receiving your deposit.
Why the amount I received is different from the initial amount?
Please check the amounts entered or indicated, and if everything is correct, contact our support team (https://aexchanger.com/contacts) and provide more details about your pending transaction. They will be happy to help you.
Why is the received amount different from the expected amount?
All transactions take time to process. Due to the high volatility of cryptocurrencies, this time is crucial, and the final rate can change both favorably and unfavorably. However, we guarantee the best rate at the time of the transaction.
What are the exchange fees?
The cryptocurrency exchange process consists of multiple steps, and different commissions can be charged at each of them.
Here are the possible fees:
· A network fee for a deposit transaction from a customer's wallet;
· A network fee for transferring coins to our liquidity provider;
· Trading fees charged by our liquidity providers;
· A network fee for sending funds to the client.
The fees vary depending on the currency and exchange amount. For each exchange, AEXchanger finds the fastest and most profitable way for the user to perform the transaction. The final amount you receive must be close to the settlement amount. That's why we calculate all possible fees for each transaction carefully and report them to you.
What is the expected cryptocurrency exchange rate?
The expected rate is the rate at a given moment. You should understand that it takes some time to send the deposit and confirm the transaction, so considering the market volatility, you may get slightly less or more than you expected.
Account Limits & Verification
Unverified accounts are subject to transaction limits. Please complete identity verification to access full service and higher transaction volumes.
Technical
How do I cancel my transaction?
As soon as we receive the funds to our bank account or e-wallet, it is impossible to cancel the transaction, as blockchain operations are irreversible.
How can I check the status of my transaction?
Transaction URL would be provided to you during the exchange process. Using it, you may follow the progress of the exchange and have an understanding which steps are next.
How long does the verification process take?
Most verifications are processed automatically between a few minutes and a few hours, but if you’ve submitted a document or image that doesn’t meet our requirements, we might have to review it manually, which can cause additional delays. You would be notified if you need to submit additional verification documents.
To get verified faster, please ensure you are registering with your legal name as shown on your identification document. Moreover, ensure you are uploading the right type of identification document that is still valid and clear enough to be able to read all the details contained therein.
Let's build trust
You can share
