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Frequently Asked Questions

  • Common questions
  • Cryptocurrency
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What are support staff working hours and when do i get a reply on my ticket?

Support staff working hours are:

* from Monday to Friday from 08:00 UTC+3 to 22:00 UTC+3
* Saturday, Sunday from 10:00 UTC+3 to 19:00 UTC+3

Average support answer time: from 30 minutes to 2 hours depending on your problem.

Please be patient and do not create multiple tickets for the same order/problem.

Thank you.

What kind of services do you offer?

Swapnology provides the automatic exchange of electronic currencies and cryptocurrencies.

What is the Discount?

The discount applies to the exchange commission.

Someone has stolen my money using your service; what should I do?

Please contact our service with proof of the scam/fraud and we will share all the information about that issue. After that, please contact the payment system with all the necessary information where your money goes and ask to suspend the thief’s account.

My question isn’t on the FAQ list. How can I get an answer?

You can ask your question by contacting our support service at https://www.swapnology.com/contact. We’re always available. You will get a response within 24 hours.

I can't send a question to the Support Service

Only registered users can ask questions on the website. Maybe you are not logged in/registered.

How can I delete my account?

You can delete your account by contacting our Support Team.

What is a Destination Tag for sending XRP?

A Destination Tag is intended for delimiting incoming payments to the same address. If you are transferring to a marketplace, online wallet, or third-party exchange office you will have to indicate the Destination Tag you received there.

If you have a wallet, you do not have to indicate the Destination Tag. All you have to do is indicate that you don't have it by clicking on "No Destination Tag."

I sent XRP but I don't see it in the history. Why?

Don't worry, this takes a little while - XRP's history usually updates about every 30 minutes.

I'm entering the correct address to sending XRP. Why doesn't Swapnology accept it?

According to Ripple's requirements, you must have at least 20 XRP in your account to send.

What is a Memo for sending Stellar (XLM)?

A Memo is an extra piece of information that can be included when sending a Stellar transaction.

The Memo is intended for delimiting incoming payments to the same address.
If you are transferring to a marketplace, online wallet, or third-party exchange office you will have to indicate the Memo you received there.

The Memo is numerical and an example Memo is: 01234567

If you have a standalone wallet, you do not have to indicate the Memo. All you have to do is indicate that you don't have it by clicking on "No Memo".

I did pay for my Perfect Money order but it has been cancelled. Why?

Perfect Money sometimes puts a hold on your payment in their internal system. This hold might vary from a few hours to 2 days (or more). This means that we didn't receive your payment as it's stuck somewhere inside the Perfect Money for an additional check. 

Possible reasons why this hold takes place:

  • Your payment amount is more than $ 100
  • Hold might happen even if your account is verified
  • Your IP address or browser has been changed during the payment (please avoid using proxy or VPN)
  • You withdrawn your whole Perfect Money account balance
  • There might be other reason

The best is to contact Perfect Money's support and require additional information where your payment is.

How long does it take the verification process?

Verification takes no longer than 48 hours. We constantly strive to improve the quality of our services, and in actuality, verification takes much less time.

I don’t get the SMS to verify my acсount. What should i do?

Please try:

  • Restart of the device so it can reconnect to operator infrastructure.
  • Insert SIM-card in another device to eliminate possible device issue.
  • ​Update firmware of the device to the latest version.

After above steps, please send the message again. Should you have any questions, please feel free to contact our Support Team.

What is the Document Authority?

It is the place where your document was issued.

Why my ID documents were declined?

For successfull verification Proof of identity follow these rules:

  • The document must be valid for 6 months
  • The document must be officially confirmed
  • All edges of the document must be visible
  • All images must be clear and readable
  • English symbols only are allowed or a certified translated copy
  • Colored documents only are accepted
  • No editing, original images only are allowed
  • No cropping
  • Screenshots or photos of documents from screen are not allowed
Why my Address documents were declined?

For successful Address verification follow these rules:

  • The proof of address must be not older than 3 months
  • The address should be in full, with all necessary information including postal code
  • The original bank statement has to be also certified: to be stamped as a true copy by the issuing bank
  • English symbols only are allowed or a certified translated copy
  • P.O. Boxes are not allowed in the address
  • No editing, original images only are allowed
  • No cropping
  • Screenshots or photos of documents from screen are not allowed
Order status

Pending Payment

Every order has this status in the beginning.

Failed

Order has been cancelled by you.

Expired

Order wasn't paid in the time specified.

Completed

Order has been paid. Funds will be transferred to you in a moment.

Why was my order declined/canceled?
  • You have not completed the transaction within 30 minutes.
  • You have sent the wrong amount (including pennies), and our system has not recognized your payment.
  • You have the specified wrong information about yourself.
How can I cancel my order?

You can cancel only New or Pending orders:

- via 'cancel' button on the order page;

- via link in order e-mail;

- at My Orders (only for registered users).

I canceled my order. How long will the refund take?

Please contact our Support Team and provide them with the refund details.

I paid the bill, but the money has not arrived yet, why?
  • The problem is on the payment system side. As soon as the problem is fixed, your funds will arrive in your account shortly thereafter.
  • Your e-currency wallet was blocked or had some restrictions placed on it. In this case, we will send you your money back, except the payment system fee in 1 to 7 days.
  • You have specified the wrong payment data. In case that account exists, and we completed the transaction, you should contact the owner of that account, and talk to them. If the account does not exist and the payment freezes in our system, we will complete this transaction to the right address after checking your ID.
Why is my order not completed, although I've paid?

There can be few reasons:

  1. You made a mistake in the details.
  2. The direction of your order is PerfectMoney -> Any, sometimes Perfect Money checks your payment within a few hours, so the order is automatically canceled. You need to contact us and provide the order number. After the money will be credited to the account, we'll complete the order.
  3. There are not enough reserves to complete the payment - you can wait for the replenishment or ask for a refund.
  4. Your amount is less than the minimum allowed.
  5. You have paid your order manually, so we cannot complete the payment. In this case, the order will be refunded.
My Blockchain transaction is not confirmed, what should I do?

A transaction is a transfer of the amount between Bitcoin wallets, this information is included in the blockchain. We can not affect to the speed of transactions confirmation, it takes some time.

Why can't I refund the funds if I made a mistake in my cryptocurrency wallet?

The funds cannot be refunded if you sent money to the wrong wallet. Unfortunately, you will not be able to refund them.

Do you recalculate the received amount if more than 10 minutes has passed between order creation and payment receipt?

Yes, the received amount will be recalculated upon our receiving confirmation (or process the exchange) but only if that time is more than 10 minutes.

I closed my browser by accident; what should I do?

Don't worry, if you specify the correct e-mail address while making a transaction, you should receive an email with the necessary link. By following the link you can finish your order.

What is your working time for the exchange?

All transactions are automatic and proceed without an operator. This means that you can exchange your currency at any time you like - 24 hours a day, 7 days a week, and 365 days a year.

How long does the exchange take?

All e-currencies exchanges are instant and it takes one minute maximum. If you do not receive your money in 10 minutes, please contact support. Please note that the speed-of-delivery also depends on payment systems.

What can I do to make Bitcoin transactions get confirmed more quickly?

To make sure your Bitcoin transaction is confirmed quickly, set a fee of at least 0.00180000 BTC/kb when sending a BTC.

What might happen to a Bitcoin transaction if the commission is set too low?

If your transaction's commission is too low, you run the risk of waiting a long time for an order to be processed (12-72 hours). Swapnology.com requires three confirmations from the Bitcoin network. Right now a commission of less than 0.00180000 BTC/kb is considered to be low.

I completed an exchange. After the payment went through, the order status was changed to canceled. I paid immediately, the money was deducted. What should I do?

Your payment could have been received with a long delay. Please contact our Support Team.

How often are reserves replenished?

Unfortunately, the exact timing of the reserves replenishment is unknown.

What is the Partner Program and how does it work?

This earning method offers you a good opportunity to make money passively. You will receive a percentage commission based on the value of the financial transactions performed by any customer who was invited by you.

You can become a member through our affiliate program and make up to 0.2% of total turnover! We are offering our customers a great opportunity to make a huge and effortless profit by participating in our world-class referral program. For each new customer that you bring in through your exclusive link, you’ll get profit — it’s that simple. The more users you invite, the more you’ll unquestionably earn.

What do I have to do to start making money with the partner program?

All you have to do is sign up on the Swapnology.com website. Once the signup process is complete you will receive access to an account where you will find a referal link that you can post to your website.

I don’t have my own website. Can I still earn money without a website?

Yes! Just advertise our services by using the referral link you receive after signing up on various forums and social networks and by recommending us to your friends and coworkers.

How can I attract users?

Tell people about our service:

  • on your website;
  • on your blog;
  • on a forum;
  • on social networks by recommending our services to your friends, coworkers, and partners.

Can I get income from referrals attracted by my referrals?

No. Swapnology’s partner program is a single-level program.

Where can I keep track of my income?

Your profile has an “Affilate” section where you can access statistical information on your income and the users of your partner link. Link to the section: https://www.swapnology.com/affiliate

How will I receive the money I earn?

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