Frequently Asked Questions

🟢 The service and user support are available 24/7, including weekends and holidays without interruption.

Our service fee is already included in the exchange rate and is displayed when placing an order.

The stated amount also includes the payment system transfer fee.

The cryptocurrency rate at CryptoHome is updated every 20 seconds and depends on a combination of market factors.

📊 Main factors affecting the rate:

• current cryptocurrency quotes on international exchanges
• service reserve volume
• supply and demand balance for a specific cryptocurrency

Currency rates are also taken into account:

• USD — RUB
• EUR — RUB
• USD — EUR

💡 Recommendations

If the current rate does not suit you, you can wait — when market conditions change, it may become more favorable.

We strive to offer clients a competitive rate based on current market conditions.

You have 30 minutes to create an order.

If you do not create an order within this time, it is deleted automatically. In that case, you need to create a new order.

If the order has already been processed and completed, funds are non-refundable.

If the order is paid but not yet completed, you can request a refund (minus the transfer fee) by contacting online support on our website.

⚠️ Please contact technical support chat as soon as possible and ask to suspend order processing.

Further actions depend on order status:

• If the order is under review or being processed — we can correct the payment details.
• If the order is already completed — we can only provide the details to which funds were sent.

💡 For the "Express Exchange" direction, funds are credited within a few minutes.

Regular order processing takes 20–180 minutes from the moment funds are received in our wallet. Cash order processing time is agreed separately.

Express exchange by card number is a fast exchange of cryptocurrency for rubles with transfer of funds to a card (by card number or SBP). In most cases, the payout arrives in a single payment.

The maximum amount of a single transfer is 100,000 ₽. If the exchange amount exceeds the limit, the payout is automatically split into several payments. The monthly limit is up to 1,000,000 ₽.

Under payment system classification, the transfer comes from a legal entity. This format avoids classic P2P transfers between individuals and the associated additional banking risks.

In rare cases, due to bank processing specifics, the payout may arrive in several transfers or take longer. If payment to the specified details is not possible, the service may request new payment details.

Payment is made after funds are credited to the exchange.

As a rule, crediting occurs after the network receives the required number of confirmations:

• Bitcoin (BTC) — 1 confirmation
• Ethereum (ETH) — 12 confirmations
• Litecoin (LTC) — 4 confirmations
• XRP (XRP) — instantly
• Tether (USDT) — 12 confirmations
• Ethereum Classic (ETC) — 200 confirmations
• Dash (DASH) — 10 confirmations
• Zcash (ZEC) — 12 confirmations
• Monero (XMR) — 10 confirmations
• Dogecoin (DOGE) — 20 confirmations

The number of confirmations is determined by exchange rules and may change depending on network load.

You can check order status:

1️⃣ In your account

Section "Exchange history".

Login credentials (username and password) are sent to your email upon registration or when you create your first order.

2️⃣ Via notifications

We also notify you about order status:

• by email
• in Telegram, if you provided a contact and started our Telegram bot

If you did not click the "I have paid" button, contact technical support chat or our email.

To restore the order, provide the order number or the email specified when creating it.

This situation can occur for several reasons:

If the transfer was made correctly, there is no cause for concern.

We recommend checking:

• whether you clicked the "I have paid" button
• whether funds were debited from your wallet or card
• transfer status (processing or declined)

Also check:

Whether the details you sent funds to match those specified in the order.

If the transfer was made correctly and the details match — contact support to verify the order.

This status is not a critical error and is set in the following cases.

1️⃣ Payment wallet was not issued

At the moment, the semi-automatic system may not issue wallets for the specified amount due to high load.

You can try specifying a different amount or retry in 15 minutes.

2️⃣ Amount sent is less than specified in the order

If the actual amount sent is less than requested (for example, by 0.00035), the system may not recognize the payment automatically.

Because we process a large number of orders, to identify the payment you need to:

• ✉️ email problems@cryptohome.me from the address specified in the order
• 📝 describe the situation in detail
• 📎 attach screenshots of withdrawal history from the wallet or exchange used for payment
• 📷 The screenshot must include:

• address bar
• transaction date and time
• transfer amount
• fee amount (if applicable)
• sender and recipient addresses

We will respond promptly, within up to 3 hours.

3️⃣ Transaction delayed in the network

Sometimes this status is set if a transaction is "stuck" in the network.

The reason is too low a fee (for example, set by the user or nicehash.com).

To prevent double-spending, each transaction must receive the required number of confirmations.

The wallet owner does not need to take additional action — the Blockchain system automatically generates confirmations over time.

Funds are fixed at the moment they are credited to the exchange.

During network confirmation, the rate may change, which directly affects the final amount to be received.

As a result, the order amount may:

• increase
• decrease
• remain unchanged

⚠️ For this reason, the monitoring site displays a note:

"The exchange service does not fix the exchange rate at the time the order is created"

💡 Recommendation

To minimize the impact of rate fluctuations, we recommend using less volatile assets: USDT (OMNI / TRC / ERC), USDC, and other stablecoins.

✅ Order status: Completed

If more than 20 minutes have passed since funds were credited to our wallet but the money has not arrived — we recommend contacting an operator on the website.

Possible reasons for delay

1️⃣ Credit card

When using a credit card, crediting may take up to 5 business days — in accordance with the issuing bank's regulations.

2️⃣ Debit card

If you use a debit card and funds have not arrived within 20 minutes, check the current order status in your account.

3️⃣ Bank delays

The bank processing the order payment may experience delays in data processing.

In case of technical failures, crediting may take up to 72 hours.

TXID (Hash ID) is a unique transaction identifier that allows you to track its status in the blockchain network.

⚠️ TXID is not a wallet address.

It is a separate identifier assigned to each specific operation in the network.

You can check transaction status through a public Bitcoin network explorer.

For example: https://Blockchain.com

How to find a Bitcoin transaction

1️⃣ Go to the website

https://www.blockchain.com

2️⃣ Use the search bar in the upper right part of the page.

3️⃣ Enter one of the following:

• TXID (Hash ID) of the transaction
• Bitcoin address
• block number

After entering, the system will display detailed transaction information, including confirmation status in the network.

MEMO or TAG must be entered strictly in the field designated for this purpose. Only digits are allowed, no letters or additional characters.

If the service interface has several fields for additional data, we recommend checking with your service's technical support which field to enter MEMO / TAG in.

Interfaces and requirements differ across platforms; there is no universal standard.

⚠️ To avoid errors when sending cryptocurrency, we strongly recommend contacting the technical support of the service from which you are making the transfer in advance.

A promo code allows you to receive additional benefit on exchange.

Maximum bonus percentage: 0.2% of the exchange amount

Maximum bonus amount: 2,000 rubles

The promo code benefit depends on the exchange direction and amount.

After registration or your first exchange, each new user automatically receives a starting bonus: 0.02% to the exchange rate

The bonus amount increases as your total exchange volume grows.

The higher your turnover — the better rate you receive.

Maximum bonus: 0.05% to the exchange rate.

⚠️ To use the bonus program, you must be logged in on the website when making exchanges.

This is an opportunity to earn additional income from exchanges by users registered via your referral link.

How it works

1️⃣ Copy your referral link in your account.

2️⃣ Place it on a website, blog, or social networks.

3️⃣ Users follow the link and make exchanges.

4️⃣ The system automatically credits rewards.

📈 Reward amount — 25% of the exchange service profit from transactions of referred users.

⚠️ Rewards are credited only if the exchange direction includes a service fee.

Cash exchange and withdrawal are performed via a pre-created order with 100% prepayment.

Payout currencies

• RUB
• USD

Payment and receipt procedure

1️⃣ Creating an order

Specify the client's full name and the address (exchange) from which funds will be sent.

If the sending address is unknown — contact an operator for manual verification. In this case, a small test transaction will be required for AML risk checks.

2️⃣ Payment

Funds are transferred to the details specified when creating the order. They are also duplicated to the client's email.

3️⃣ Coordinating receipt

After funds are received, we provide the office address and agree on a convenient time for the transaction or courier delivery.

4️⃣ Identification upon receipt

To receive cash at the office or from a courier, you must present the original identity document.

❗ Copies and data from the Gosuslugi portal are not accepted.

The transaction is conducted only when the full name in the order fully matches the passport data.

When delivering by courier, passport data is also verified.

🚚 Cash delivery

In most cities, delivery is available for amounts from 500,000 ₽. Delivery cost is agreed individually.

🌍 Cities served

Moscow

Saint Petersburg

Rostov-on-Don

Krasnodar

Sochi

Yekaterinburg

Kazan

Ufa

Samara

Stavropol

Novosibirsk

Chelyabinsk

Voronezh

The list of cities is constantly expanding.

1️⃣ Go to the password recovery page by clicking the "Forgot password" button.

2️⃣ Enter your registered email (login).

3️⃣ An email with a link to confirm access recovery will be sent to you.

4️⃣ Open the email and follow the link.

5️⃣ After confirmation, you can set a new password.

If the email has not arrived within 15 minutes:

1️⃣ Check your email address

Make sure the correct email address was specified during registration.

2️⃣ Check the correct mailbox

Make sure you are checking the mailbox you specified during registration.

This is especially relevant if:

• you use several email addresses
• several people have access to the computer

3️⃣ Check the Spam folder

Some email services may automatically mark such emails as unwanted.

4️⃣ Check spam filter settings

Make sure the email was not blocked by mail filtering.

5️⃣ Contact your email provider's support

Check whether there are restrictions on receiving emails. If the problem persists — contact online support on our website.

To log in to the website and perform operations, you must have full access to the email specified during registration.

If access is lost:

• use your email account password recovery
• or contact your email provider's support

After restoring access, we recommend changing your account password on our service.

Verification is a procedure to confirm user data aimed at improving operation security and protecting personal information.

What is required

• upload photos and scanned copies of documents
• confirm your mobile phone number

What verification provides

After successful completion, buying and selling cryptocurrency using bank cards becomes available.

1️⃣ macOS (Safari / Google Chrome / Yandex Browser)

Safari

Safari → Settings → Advanced →

enable "Show Develop menu"

Then:

Develop → Empty Caches

To delete Cookies:

Settings → Privacy →

Manage Website Data → Remove All

Google Chrome

⌘ + Shift + Delete

Select:

• "Cookies and other site data"
• "Cached images and files"

Click "Clear data".

Yandex Browser

⌘ + Shift + Delete

Select period "All time"

Check:

• "Cached files"
• "Cookies and other site data"

Click "Clear".

2️⃣ Windows (Google Chrome / Yandex Browser)

Google Chrome

Ctrl + Shift + Delete

Check:

• "Cookies and other site data"
• "Cached images and files"

Click "Clear data".

Yandex Browser

Ctrl + Shift + Delete

Select "All time"

Check:

• "Cached files"
• "Cookies and other site data"

Click "Clear".

3️⃣ Android (Google Chrome)

Chrome → ⋮

History → Clear browsing data

Check:

• "Cookies and site data"
• "Cached images and files"

Click "Clear data".

4️⃣ iOS (Safari)

Settings → Safari

Tap "Clear History and Website Data" and confirm.