FAQ

1. Account

1.1. Registration and Account Access

You need to sign in to your account before creating an exchange order.

Your account is created automatically when you enter your email address. Each time you sign in, a one-time verification code will be sent to the email address you provided.

You can also sign in using your Google account.

Once signed in, you can create exchange orders, track their status, view your transaction history, and manage your profile settings.

After registration, you'll also have access to our two-level referral program. You can share your referral link and earn rewards for users you refer, subject to the terms of the program.

1.2. Why Do We Need Your Email Address?

Your email address is used to sign in to your account and help keep it secure.

Each time you sign in, a one-time verification code is sent to your email. You'll need to enter this code to access your account.

Your email address is also used for:

• updates on the status of your exchange orders;
• important service-related notifications;
• account recovery when needed.

We do not use your email address for marketing purposes or share it with third parties.

You can also sign in using your Google account. In this case, you'll get the same full access to all account features as you would when signing up with your email address.

1.3. What User Data Does Buycoin Use and Why?

Buycoin only processes the data required to create your account, complete exchange transactions, comply with applicable legal requirements, and keep the service secure.

In some cases, you may be asked to verify your identity or payment details before completing an exchange. These checks help prevent fraud and protect customers against unauthorized use of payment methods.

Only the information required to verify your identity or confirm that you are authorized to use a bank card is used for these checks. This information does not provide access to your funds.

We take appropriate measures to protect your personal data and use it solely to provide our services in accordance with applicable law and our Privacy Policy.

1.4. I Can't Sign In to My Account. What Should I Do?

You can sign in to your account using a one-time code sent to your email or through your Google account.

If you haven't received the code:

• check your Spam, Promotions, and Junk folders;
• make sure you entered your email address correctly;
• wait a few minutes and request a new code.

If you sign in with Google, make sure you're using the same Google account you originally registered with.

If you're still unable to sign in, please contact our Support team using any of the options listed on the Contacts page.

2. Exchange

2.1. About Buycoin

Buycoin is a service for buying, selling, and exchanging cryptocurrencies.

You can use the service to buy cryptocurrency with fiat currency, sell cryptocurrency and receive funds through one of the available payout methods, or exchange one digital asset for another.

Available exchange pairs, payment methods, and payout options are shown on the website and may vary depending on the selected currency and type of exchange.

Buycoin places a strong focus on transaction security, user data protection, and providing a convenient experience for its customers.

2.2. Service Hours

You can create an order to buy, sell, or exchange cryptocurrency at any time — 24/7/365.

Orders are processed automatically around the clock, including weekends and public holidays.

Buycoin Support is available daily from 07:00 to 23:00 (UTC+2).

You can find all available ways to contact our Support team on the Contacts page.

2.3. Order Processing

After you create an order, a countdown will appear showing how much time you have to complete the payment.

Once your payment is received, the order is processed automatically. Processing times vary depending on the exchange pair, payment method, and other transaction-specific factors.

If you haven't received your funds within the timeframe specified in the order details after the exchange is completed, please contact our Support team using any of the options listed on the Contacts page.

2.4. Blockchain Transaction Confirmations

After you send cryptocurrency, the transaction is submitted to the blockchain network, where it must receive the required number of confirmations.

Confirmations help verify transactions and prevent the same funds from being spent more than once. A transaction can only be processed by our service once the required number of confirmations has been reached.

Confirmation times depend on the blockchain network, its current activity, and the transaction fee set when the funds were sent.

Please note that Buycoin has no control over blockchain processing times and cannot speed up the confirmation process.

2.5. Service Fees

Fees vary depending on the exchange pair, transaction amount, and payment method.

The online calculator on the homepage shows the final exchange amount upfront, including all applicable fees.

Once you create an order, you'll be able to review the full exchange terms and a detailed breakdown of the calculation.

2.6. How Do I Create an Exchange Order?

To create an order, sign in to your account.

On the homepage, use the online calculator to select the exchange pair and enter the amount you want to exchange. The calculator will automatically show an estimated exchange amount based on the applicable terms.

Once you've checked the details, click "Buy Now". Your order will be created with all the information you need to complete the transaction.

Once the order requirements have been met, the exchange will be processed automatically and the funds will be sent to the payment details you provided.

2.7. Exchange Rate Lock and Final Exchange Amount

The exchange rate shown when you create an order is an estimate and may change before the rate is locked in.

Cryptocurrency markets are highly volatile, and the value of digital assets can change within a short period of time. As a result, the final exchange amount may be slightly higher or lower than the initial estimate.

The final exchange rate is locked in according to the terms of the selected exchange pair.

For more information on how the exchange rate is locked in, please refer to the Terms of Use.

2.8. Cryptocurrency Rate Changes

Cryptocurrency rates on Buycoin are based on current market conditions and the rates provided by our liquidity providers.

Crypto markets are highly volatile, and the value of digital assets can change within seconds. As a result, the rate shown when you create an order may differ from the rate available when the order is processed and the final rate is locked in.

Rate fluctuations are a natural part of the cryptocurrency market and are driven by supply, demand, and current market activity.

2.9. Order Status

You can track the status of each order in the Orders section of your account.

The order details show its current status and the stage of the exchange process.

You'll also receive an automatic email notification whenever the order status changes. This allows you to keep track of your exchange even when you're not signed in to your account.

What do the order statuses mean?

• New order — your order has been created successfully and is awaiting your confirmation.
• Payment Pending — payment is expected using the details provided.
• Processing — your payment has been received and the order is being processed.
• Completed — the exchange has been completed successfully.
• Canceled — the order has been canceled and will not be processed further.
• Expired — the order has expired.
• Failed — the order could not be completed successfully.

2.10. Exchanges Without Creating an Order

To make an exchange, you must first create an order on the website.

All exchanges are processed automatically based on the order you create.

2.11. Order Canceled or Expired

The Canceled, Expired, and Failed statuses mean that the standard processing of your order has stopped.

The reason for the status change is shown in your account and is also sent to you by email.

If you need any additional information about your order status, please contact our Support team using any of the options listed on the Contacts page.

2.12. Funds Haven't Arrived After the Exchange Was Completed

If your order is already marked as Completed but the funds haven't reached your wallet or bank account yet, we recommend allowing some additional time. In some cases, transfers may take longer due to blockchain network conditions or processing times of the payment provider or bank.

If you haven't received the funds within the timeframe specified in the Terms of Use, please contact our Support team using any of the options listed on the Contacts page.

3. Verification

3.1. User Verification

Buycoin may require identity verification to comply with applicable laws, AML/KYC requirements, and the requirements of our payment partners.

Identity verification helps protect users from fraud, prevent misuse of the service, and keep transactions secure.

3.2. When Is Verification Required?

You'll be asked to complete identity verification when creating your first exchange order.

Verification only needs to be completed once. Once verified, you can use the service within the limits available for your verification level.

Buycoin offers four verification levels, each with different exchange limits. The level required depends on the exchange amount and applicable legal requirements.

3.3. How Does Verification Work?

After creating your first order, you'll be automatically redirected to a secure verification platform.

The verification process is handled by a specialized third-party provider, not by Buycoin staff. You may be asked to provide documents, photos, or other information needed to confirm your identity.

Please follow the instructions shown on screen carefully to complete the verification process.

3.4. How Long Does Verification Take?

In most cases, verification takes between 15 minutes and 1 hour.

It may take longer if the information you provided requires additional review or if the verification service is experiencing a high volume of requests.

3.5. What If Verification Is Unsuccessful?

If the verification process encounters a technical issue, such as low-quality photos or insufficient information, you may be asked to resubmit your documents (Resubmission). In this case, follow the instructions provided and upload the required materials again.

If the verification provider makes a final decision to reject your verification (Declined), you will not be able to complete the verification process again. As a result, you will no longer be able to use Buycoin.

4. Other

4.1. Partnerships and Advertising

For partnership, advertising, or other business inquiries, please contact us by email at info@buycoin.online.

In your message, briefly describe your proposal and include your contact details so we can get back to you.

4.2. Security and Fraud Prevention

Please be cautious of potential scams. If someone contacts you claiming to be from Buycoin and offers to arrange an exchange outside our website or at a different rate from the one shown online, do not proceed.

All exchanges with Buycoin must be made through an order created on our official website. Our team will never ask you to bypass the standard exchange process or send funds using payment details provided outside your order.

If you receive a message or offer like this, do not send any funds and contact our Support team using any of the options listed on the Contacts page.

Still have questions?
If you couldn't find the answer you were looking for in our FAQ, please contact our Support team using any of the options listed on the Contacts page.