Frequently Asked Questions About ChangeHero

The order is no longer available for viewing if the user changes their browser/cookie files or starts using VPN. Users can always inquire about the order status in our live chat, we are available 24/7.

If the deposit eventually gets on chain and gains confirmations, your funds will be exchanged regardless of the confirmation time. For BTC for example it can take days if the funds were sent with a low network fee.

After the Ethereum merge, the block confirmation rules have changed.

When the transaction is included in enough blocks, its status changes to Safe. Safe blocks mean that they are unlikely to be changed, but are not final. After a block has been included to a finalized epoch, its status becomes Finalized. Finalized transactions cannot be reverted without slashing the validators that accepted it, and are even less likely to be reverted without a hard fork.

ChangeHero accepts transactions that have been included in a finalized block. Average epoch time is 7 minutes, so transactions with ETH/ERC-20 tokens normally should be approved within that time frame.

All orders that involve fiat purchases are handled by ChangeHero's partners. 

• To resolve an issue with selling crypto, contact Mercuryo's support: [email protected] 
• To resolve an issue with selling crypto, contact FinchPay's support: [email protected]

Sometimes it takes longer for some wallets to update your balance. You can try updating or synchronizing your wallet. If this does not help, we would recommend contacting your wallet support and provide them with the hash of your payout.

A memo/destination tag/message is needed to identify your payment. It applies only to some currencies such as BNB, XRP, TON, XLM, and XEM. Funds sent without the memo/destination tag/message might be lost and you would need to contact customer support to get it back. You can find the memo/destination tag/message for your transaction on the order page, it is provided by ChangeHero if necessary.

Usually, it means that the sending is delayed by the third-party service or wallet. Please make sure your sending was successful. Contact your wallet support if necessary.

We support both BNB BEP2 and BNB BEP20. Look at the labels near the coin's name: BNB or BEP20 respectively.

Yes, we support the BSC-based BEP20 tokens. They have the BEP20 label near their name.

For each order, we provide an individual deposit address. You should copy this address, open your wallet and paste it there specifying the amount you want to send. Or you can simply scan the QR-code.

ChangeHero does not accept payments made via smart contracts. We also cannot send the funds to a contract address. "Contract payments are not supported" is just a warning for our users not to send their funds using smart contracts. You should make an ordinary transfer from your wallet instead for the exchange to be successful.

For business inquiries and cooperation offers please contact [email protected].

It depends on the type of order you have. If this is a Fixed Rate order, your funds will be refunded automatically. You can avoid it by sending the precise amount.

If this is a Best Rate order, the final amount will be adjusted according to the deposit amount.

It depends on the type of order you make. 

• If this is a Fixed Rate order, you will have to contact our support team to get assistance with registering the new deposit. 
• If this is a Best Rate order, the new order with the new deposit will be created automatically.

ChangeHero is a leading instant crypto exchange platform. You can convert Bitcoin, Ethereum, Litecoin, and over 200 crypto assets fast and securely using our service. We find the Best Rate in the market from 10 top crypto exchanges and DEXs for your crypto swap for a low fee. On the ChangeHero website, you can also buy crypto with a credit card or debit card and sell it for fiat.

ChangeHero is integrated with 10+ largest cryptocurrency trading platforms like Binance and Huobi, as well as decentralized exchanges. We constantly monitor cryptocurrency prices for various pairs and update the best rate in real time. At the moment of exchange, we select the Best Rate and proceed with the conversion. 

Check out this article for more info about how we pick rates.

Hundreds of thousands of customers all over the world trust ChangeHero. We are a team of experienced blockchain developers. ChangeHero is a non-custodial service, and we do not get access to your funds or personal info. We offer a registration-free service for converting BTC, ETH, USDT, and other popular cryptocurrencies without an account. We work with 10+ global centralized and decentralized exchanges to provide you with the Best Rates. 

Looking for more info? Here’s an article on why you can trust ChangeHero.

ChangeHero charges a low fee of 0.5% for the Best Rate transactions and 0.7% for the Fixed Rate exchanges.

In some cases, a minimal amount to cover the network fees to process the transaction on the blockchain is applied. You will see a pop-up notification to set the minimum amount in our widget if the exchange amount is too low.

Yes, you can buy crypto with a credit card or debit card. For crypto purchases with fiat currencies, we accept payments in USD, EUR and other currencies.

Yes, you can sell Bitcoin, Ethereum and many other popular cryptocurrencies for fiat currency on ChangeHero.

Please note that our partner FinchPay powers the purchase feature of cryptocurrencies on ChangeHero. The limits are as follows:

The Minimum amount is €50.
Maximum buy per transaction €10,000.

 

Please note that our partner Mercuryo powers the purchase feature of cryptocurrencies on ChangeHero. The limits are as follows:

The Minimum amount is 0.002 BTC.
Maximum buy per transaction €4000.

 

ChangeHero doesn’t support payments made via PayPal.

ChangeHero follows a risk-based KYC procedure. We ask you to complete a KYC procedure if our threat detection system flags your transaction.

AML refers to anti-money laundering measures and regulations. KYC stands for “know your customer”, a procedure that implies customer's identity verification.

To complete the KYC procedure you will be asked to provide a picture of your government-issued ID: resident ID, passport, or driving license, and a selfie with the same ID (passport/driving license) and the transaction ID written or printed on a piece of paper. In some cases, additional documents are required. The procedure usually takes up to 24 hours or less.

ChangeHero does not store or disclose your personal data. After the KYC is completed, all your personal data is erased.

If you do not want to disclose your identity and prefer not to complete the KYC, your funds will be transferred back to the initial address we received them from. Please note that in this case the funds will be sent back subtracting the network fee and ChangeHero operational fee in the amount of 10% from transferred assets but not less than 100 USD equivalent. The refund policy can be found in ChangeHero Terms of Use, paragraph 3.6.

If ChangeHero possesses the information that a customer's transaction/source address/destination address may be involved in fraud, money laundering, or other suspicious activity, ChangeHero reserves the right not to conduct any activity with the customer's funds for the investigation period.