Frequently Asked Question
About TrustChange
About exchange
About account
About referral system
About AML/KYC
About TrustChange
What is TrustChange?
keyboard_arrow_downTrustChange is a virtual asset exchange service with which you can quickly exchange digital assets. More than 20 cryptocurrencies are available for exchange, including Bitcoin, Ethereum, Litecoin, Monero. You can exchange them for other cryptocurrencies or fiat currencies.
TrustChange offers the following advantages:
1. Speed. All operations are performed as soon as possible.
2. Benefit. We offer a favorable exchange rate and low commissions.
3. Without a hold. Funds are not delayed in accounts, but are immediately sent for processing.
4. Full automation. All orders are processed automatically. The TrustChange platform works 24/7.
1. Speed. All operations are performed as soon as possible.
2. Benefit. We offer a favorable exchange rate and low commissions.
3. Without a hold. Funds are not delayed in accounts, but are immediately sent for processing.
4. Full automation. All orders are processed automatically. The TrustChange platform works 24/7.
What cryptocurrencies can be exchanged or purchased at the TrustChange exchanger?
keyboard_arrow_downVarious cryptocurrencies are available on TrustChange, including the most popular ones. The full list can be found in the calculator, on the main page of the exchanger by clicking on the button with a drop-down list.
If you cannot find the desired currency in the list, it is recommended that you contact support for more information about the available currencies or the possibility of adding new options.
Why can I trust TrustChange?
keyboard_arrow_downWe respect the anonymity and safety of our customers. TrustChange works completely automatically, and support is available in Live Chat, mail or telegram. Support schedule Mon-Sun from 9:00 to 21:00
The loyalty of our customers is fully reflected on the popular sites.
The loyalty of our customers is fully reflected on the popular sites.
What does "floating exchange rate" mean?
keyboard_arrow_downThe floating exchange rate may change during the exchange. For example, when creating an order, the course can be one, and at the time of payment it can change slightly. This is due to a change in the exchange rate and commissions for a transaction in the blockchain. At a floating exchange rate, the amount may differ from the one claimed at the time of creation of the exchange.
I found an error/typo/problem. What should I do?
keyboard_arrow_downBe sure to report it to the support service in any way convenient for you.
What does "fixed exchange rate" mean?
keyboard_arrow_downA fixed rate is a rate that is offered to the user at the start of an exchange and remains fixed until the transaction is completed or until market fluctuations exceed the selected fixing percentage. Three fixing rates are available before creating an exchange: 1%, 3%, and 5%, indicating the maximum acceptable fluctuation of the market rate. For example, if a 3% fixing rate is selected, the rate will remain fixed provided that its fluctuations in the market do not exceed 3%. If fluctuations exceed this percentage before the required number of confirmations are received in the blockchain network, the user will be asked to continue the transaction at a floating rate or request a refund.
When exchanging currencies at a fixed rate, the user pays a fixed percentage (1%, 3%, or 5%) plus network and exchange fees. Thus, a fixed rate allows you to calculate in advance the exact amount that the user will receive if market conditions remain within the acceptable fluctuations.
What is the operation mode of your exchanger?
keyboard_arrow_downTrustChange is an automatic electronic currency exchange service, all operations are carried out without manual intervention 24/7. You can exchange funds at any time convenient for you.
How does the TrustChange cryptocurrency exchange service work?
keyboard_arrow_downTrustChange receives current quotes from cryptocurrency exchanges such as Binance, WhiteBit, Huobi and many others. We have developed a robot that processes orders in a split second and chooses the most favorable exchange rate. This course is displayed on TrustChange. The calculation rate may differ slightly from the exchange rate at the time of order due to the processing time of the transaction in the blockchain.
I have a wish/proposals. How can I voice them?
keyboard_arrow_downYou can do this by contacting support.
About exchange
Can I cancel the transfer?
keyboard_arrow_downNo, the transaction cannot be canceled after the payment is made, as it is a fully automated process.
The transaction is frozen, how long is the transaction confirmed?
keyboard_arrow_downThe speed of confirmation depends on the workload of the blockchain network, as well as the speed of the KYC and AML verification procedure by the system. You can always ask our operators if the exchange has not been completed within 30 minutes after a successful deposit.
When exchanging, I sent cryptocurrency for less/more than I indicated in the order. What should I do?
keyboard_arrow_downThe TrustChange exchanger system works completely automatically. The exchange in automatic mode takes place exactly for the amount that was specified when creating the exchange order. If you sent an amount greater than the specified amount, the exchange will be completed by the amount originally specified when creating the exchange order.
I closed the site, how do I return to the order?
keyboard_arrow_downYou can find your order through the search, on the main page of the exchanger.
If you specified the correct email address before creating the exchange, you received an email with a link and order number.
You can return to the page through your browser history.
What is the address of a cryptocurrency wallet?
keyboard_arrow_downA cryptocurrency wallet is a special account where cryptocurrencies are stored. An address is a combination of numbers and letters that is generated randomly and tied to a separate wallet. It can be compared to a bank card number - the address is always individual. The wallet address must be indicated on TrustChange during the exchange, cryptocurrency will be credited to it, or will be debited if you carry out a reverse operation. TrustChange does not store wallet information.
Does it mean confirmation in the blockchain network?
keyboard_arrow_downLet's consider the example of BTC: as soon as the transaction is made, it is sent to the Bitcoin network for execution and must be included in the block to become legitimate. The process of including a transaction in the found block is called transaction confirmation.
Inclusion in 1 block = 1 confirmation. When such confirmations are typed 6 or higher, the transaction is considered confirmed. This function was introduced to protect against re-examination of the same coins.
Our service requires 2 confirmations from the BTC network, only after that your order will be processed.
The required number of confirmations in the blockchain network varies depending on the network:
BTC - 2
LTC - 4
ETH - 12
BSC - 15
TRON - 1
XMR - 3
MATIC - 128
Is it possible to cancel the order?
keyboard_arrow_downIf the request has been processed, the funds will not be refunded. In case the request was paid but not executed you need to contact our support service. You will be able to return the funds minus the transfer fee.
Where can I find out the minimum possible amount of exchange?
keyboard_arrow_downThe minimum exchange amount for a particular currency pairs is reflected on the exchange page under the exchange amount field.
When are cryptocurrencies credited?
keyboard_arrow_downThe order is accepted and processed automatically. Enrollment depends on the speed of transaction processing in the blockchain and may take up to 30 minutes or more.
Is it possible to make a transfer to your wallet without creating an exchange request?
keyboard_arrow_downTrustChange is an automatic cryptocurrency exchange service. All operations take place through the exchange service website. Any manual transfers to the exchanger's accounts will be returned to the user in accordance with our refund policy. If you have made such a payment, contact support. Our manager will check the information and make a refund.
Do I be charged additional exchange fees?
keyboard_arrow_downAll commissions are taken into account in the course when calculating through our exchange calculator. In the case of fiat transactions, an additional commission may rarely be charged by the issuing bank of the payment card. This may happen if you use a credit card or card with a currency other than the currency of payment during the exchange (in this case, currencies are converted at the exchange rate of your bank).
What if I want to exchange more than reserved?
keyboard_arrow_downYou can send a request to the support service with the amount you want to exchange and indicate the currency. In this case, the exchange will take a little longer than usual, but will be executed as quickly as possible.
At what point is the transaction rate fixed?
keyboard_arrow_downThe rate is fixed at the time of receipt of funds to TrustChange wallets. If you sell cryptocurrency, the fixation takes place after receiving the required number of confirmations on the blockchain network. When buying cryptocurrency for fiat funds, the transaction rate is fixed at the time of confirmation of debiting funds from the card (introduction of the 3DS code).
For payment of the order expires, and my crypto exchange delays the transfer of coins. What should I do?
keyboard_arrow_downPlease note that payment for the order must be made only within the time allotted by the regulations. Since payment details are assigned to a specific order only for the time allotted by the regulations. If the order is paid after the time allotted for payment expires, the deposit will not be assigned to the order.
How high are the commission fees?
keyboard_arrow_downThe commission when exchanging cryptocurrency for another cryptocurrency is from 0.1% to 3%, depending on the features of the exchange.
To exchange fiat funds for cryptocurrency and vice versa, the commission will be from 0.3% to 1%, depending on the amount and currency exchanged.
You will see the exact amount of the commission before confirming the exchange order.
How can I track the status of my order?
keyboard_arrow_downThe status of the order can be tracked in your TrustChange personal account on the "My Orders" page. In addition, information on the status of the order will be automatically sent to the e-mail address you specified when creating an exchange order.
What happens if I put a low network commission?
keyboard_arrow_downDue to the low commission, the transaction may have poor priority and may not receive network confirmation in the near future. If you send us a transaction with a low network commission, you risk spending a lot of time waiting for the order to be completed. The order will be completed automatically only after your transaction receives the required number of network confirmations.
Why is the transaction delayed?
keyboard_arrow_downFinancial transactions may be delayed and carried out longer than 30 minutes. This can happen for the following reasons:
High load in the blockchain network. If there are many transactions in the queue, the processing of your operation may be delayed.
Updates on the network. TrustChange can disable individual coins for the update. However, after the update, they return and the client will receive their money.
DDoS attack. The exchange may be delayed in the event of an attack. However, if this happens, TrustChange specialists will quickly solve the problem and ensure that funds are credited.
Is it possible to track the transaction?
keyboard_arrow_downYes. You can track the exchange process directly on the TrustChange website, on the exchange page, as well as through an email notification, or by viewing transactions on the blockchain network using the link from the order.
What should I do if the payment has not been made?
keyboard_arrow_downIf an error is detected, you need to contact support. Describe your problem and order number to us and we will consider it. If you enter your wallet address incorrectly and after sending the payment, we will not be able to change anything. Therefore, please carefully check the data before paying for the exchange.
How long does the exchange operation take?
keyboard_arrow_downBuying cryptocurrency takes an average of 5-7 minutes, which are necessary to fill out the purchase and payment forms. As soon as our platform receives a deposit, the cryptocurrency is sent to the crypto wallet specified in the purchase form. After that, you can track the enrollment process using the link we provided with tx hash.
The speed of enrollment will depend on the speed of transactions in the blockchain of the cryptocurrency you buy and the requirements of the platform on which you make a deposit (the number of necessary confirmations for a successful deposit).
The sale operation is longer, as it requires sending cryptocurrency from your wallet and time to confirm the transaction with the blockchain network. As soon as the transaction receives the required number of confirmations, the payment is automatically sent to your details specified in the order.
About account
How to restore two-factor authentication in case of loss of access?
keyboard_arrow_downIf you have lost access to the device or address to which two-factor authentication was linked for any reason, write to support at [email protected] or contact via online chat. Specialists will disable 2FA and link it to a new device or address.
What is two-factor authentication?
keyboard_arrow_downTwo-factor authentication is the second level of protection of client accounts after the password. The user needs to confirm the login with a special one-time code that comes to e-mail or phone, or use a fingerprint.
Do I need to register to perform transactions?
keyboard_arrow_downNo, you do not need to register an account to make transactions using the Trustchange platform. However, registered users do not need to enter their own data for exchange every time. In addition, after registering on our platform, you will have access to much wider functionality for buying, selling, exchanging, storing, receiving and sending cryptocurrencies.
Is it possible to exchange cryptocurrency without registration?
keyboard_arrow_downIt is not necessary to register the exchange - it is enough to specify an e-mail address. However, registration will give you more benefits, including participation in the loyalty program.
Why do I need to specify an e-mail?
keyboard_arrow_downWe recommend that you specify your e-mail when creating an exchange application. Transaction information will be sent to your email address.
How do I recover my personal account password?
keyboard_arrow_downStep by step: "Login" → "Forgot password" → "Restore" → specify the email that was used for registration. Next, you will receive a password confirmation email with a link. Follow the link to confirm the password change and enter a new password.
About referral system
How can I get payments for referrals?
keyboard_arrow_downTo withdraw referral charges, you need to specify the address of the USDT TRC-20 wallet. The minimum withdrawal amount is 15 USDT. It is also necessary to specify the withdrawal amount within the available bonuses and confirm the application. In the near future, the funds will be credited to your account.
Where can I see how many bonuses have already accumulated?
keyboard_arrow_downYou can see this information in your personal account, in the "Referrals" section. On this page you can track the number of bonuses accrued from profits on referral exchanges, as well as the history of exchanges of your referrals, so that you can independently check the amount of your bonuses
How to join the referral program?
keyboard_arrow_downYou need to register an account on our platform. After that, you need to go to your personal account and select the "Referrals" section in the panel on the left, where all information on the referral program will be available.
Where can I get a referral link?
keyboard_arrow_downThe referral link is located in your personal account, on the left in the "Referrals" section, at the top of the page.
How can I know how much I'll get for each referral?
keyboard_arrow_downIn your personal account, in the "Referrals" section you will find the current referral percentage set for your account. There you will also see the number of active referrals
About AML/KYC
What is KYC?
keyboard_arrow_downKYC (Know Your Customer) is a process in which organizations check and identify their customers to verify their authenticity and legal compliance. The goal of KYC is to prevent fraud, money laundering and terrorist financing.
As part of the KYC process, organizations collect and verify customer information, including their personal data, financial information and documents confirming their identification. Organizations can also conduct additional checks, such as checking external databases and conducting risk analysis.
What is AML?
keyboard_arrow_downAML (Eng. Anti-Money Laundering) is a system of measures, policies and procedures developed to combat money laundering and terrorist financing. AML is an important component in the field of financial regulation and economic security.
What is money laundering? Money laundering is a process that includes several stages, as a result of which illegally obtained money becomes "clean" and seems legal. The purpose of money laundering is to hide the source of income, ensure the legality of funds and facilitate their use in further illegal actions.
How does AML help fight money laundering? AML includes various measures and policies aimed at preventing, detecting and investigating money laundering. These measures include customer verification and identification, monitoring of financial transactions, suspicious transactions and suspicious activity reporting.
Does TrustChange AML verify assets?
keyboard_arrow_downAll transactions are automatically AML checked. In the event that the transaction has a risk speed of more than 40%, the user will need to go through the identity verification procedure - KYC and provide data on the sources of funds. The deposit will not be returned to the user until the verification is completed.
What should I do if the deposit is rejected by AML?
keyboard_arrow_downTrustChange carries out AML monitoring of crypto assets and if a transaction is identified as high-risk, it is subject to additional verification. The user will need to go through the identity verification procedure - KYC and provide data on the sources of funds. The deposit will not be returned to the user until the verification is completed.
Didn’t find an answer to your question?
Contact our technical support team in an way convenient for you.
