Help & FAQ
What is a peer-to-peer (P2P) exchange?
A P2P exchange allows users to buy and sell cryptocurrencies directly with each other. Our platform acts as a facilitator by providing an escrow service and connecting customers with agents to ensure secure and smooth transactions.
How do I start trading?
First, sign up for an account and complete the identity verification. Once approved, you can browse listings on the dashboard, choose a token, and initiate a trade. Follow the on-screen instructions to complete the payment.
What is the role of an Agent?
Agents are verified, experienced traders who facilitate the crypto side of the transaction. When you buy, an agent releases the crypto from escrow once your fiat payment is confirmed. When you sell, they confirm receipt of your crypto before you receive payment.
Are my funds safe?
Yes. We use a secure escrow system. When a trade is initiated, the seller's cryptocurrency is locked in our escrow. It is only released to the buyer after the seller confirms they have received the payment, protecting both parties.
What payment methods are supported?
Payment methods vary by listing and agent. Common methods include bank transfers, mobile money, and approved third-party payment processors. Check each listing for accepted payment instructions and follow the seller's requirements.
How long does a trade take?
Trade duration depends on the payment method and how quickly the buyer and seller complete their steps. Bank transfers can take hours to days; instant payment methods can complete within minutes. Always follow the listing's terms and allow time for confirmations.
What fees will I pay?
Fees may include platform fees, agent fees, and blockchain network fees. Fee details are shown on the listing and during checkout. Review the Fee Schedule on the site for current rates.
Why do I need to complete KYC/AML?
KYC/AML processes help prevent fraud, money laundering, and comply with regulatory obligations. Providing verified identity information also increases trading limits and trust with other users.
Can I cancel a trade?
Cancellation rules depend on the trade stage. You can usually cancel before payment is made. If a dispute arises after payment, follow the platform's dispute process; do not attempt off-platform resolution that violates the listing terms.
What happens if the buyer claims payment but I didn't receive it?
Do not release escrowed crypto until you have confirmed receipt of funds in your account. If the buyer claims payment but you haven't received it, open a dispute and provide supporting evidence. The platform's dispute team will review and assist.
How do disputes work?
If a disagreement occurs, either party can raise a dispute. Provide all requested evidence (payment receipts, screenshots, chat logs). The platform reviews evidence, may freeze funds, and issues a resolution based on the proof and platform policies.
Are chargebacks a risk?
Yes. For fiat payment methods that allow chargebacks, sellers should be cautious. Use payment methods with lower chargeback risk where possible and keep clear records. The platform's dispute procedure addresses chargebacks when they occur.
Do you support multiple cryptocurrencies?
Yes. Supported tokens are listed on the dashboard and within each listing. Availability varies by region and agent; check the listing for the specific token and its on-chain network.
What are trading limits?
Limits depend on verification level, account history, and agent preferences. Completing higher KYC tiers generally increases limits. Individual listings may also specify minimums and maximums.
How is my privacy protected?
We collect necessary data for transactions and compliance and protect it with technical and administrative safeguards. We share only the information required for trade settlement and legal compliance. Review our Privacy Policy for details.
How do I become an Agent?
Agent onboarding requires verification, a track record, and acceptance of platform rules. Visit the Agent or Help page for application steps and requirements.
What should I do if I suspect fraud?
Stop interaction, do not release funds, and open a dispute or contact support immediately. Provide all evidence and avoid further off-platform communication with the suspected party.
How can I contact support?
Use the Contact page or support email listed on the site. Include trade IDs and relevant screenshots to help the support team respond quickly.