Welcome to the exchange help section! Here you will find detailed answers to all questions related to conducting transactions, choosing directions, calculating amounts, and solving typical situations in the Ex-money service.
📌 What is an exchange in Ex-money?
Each transaction goes through secure channels with automatic verification and monitoring.
🔑 How to make an exchange: step-by-step instruction
Step 1: Choose the exchange direction
→ Go to the main page: https://ex-money.net/
→ In the «You give» block, select the currency you want to exchange
→ In the «You get» block, select the currency you want to receive
→ The system will automatically display available directions
Step 2: Specify the transaction amount
→ Enter the amount in the «You give» OR «You get» field;
→ The calculator will automatically recalculate the equivalent in another currency
→ Pay attention to the displayed commission and the total amount
Step 3: Fill in the receipt details
→ Specify the wallet address or payment details to receive funds
→ Check the correctness of the entered data: an error in the address can lead to a loss of funds
→ If necessary, add a comment or tag (for exchanges and some networks)
Step 4: Confirm the data and create a request
→ Carefully check all parameters: direction, amount, details, commission
→ Accept the service terms and privacy policy
→ Click «Create a request» or «Start exchange»
Step 5: Pay for the request
→ The system will generate details for sending funds
→ Transfer the exact amount to the specified details within the allotted time
→ Save the check or transaction hash for confirmation
Step 6: Wait for the credit
→ After network confirmation, funds will be automatically credited to your account
→ The status of the request can be tracked in the personal account or by the link from the letter
→ A notification of completion will come to the specified email
✅ Exchange terms and parameters:
• Rate fixation: the rate is fixed at the time of creating the request and is valid for 15–20 minutes to complete the payment
• Service commission: displayed transparently before confirming the request, included in the total amount or indicated separately depending on the direction
• Minimum and maximum amount: limits depend on the direction and level of verification — current values are displayed in the calculator
• Processing time:
→ Crypto → Crypto: 10–60 minutes after network confirmation
→ Fiat → Crypto: 15–90 minutes after receipt of funds
→ Crypto → Fiat: 30 minutes – 24 hours depending on the payment system
• Network confirmations: a certain number of blockchain confirmations are required for cryptocurrencies (BTC: 1–3, ETH: 12–30, USDT TRC20: 19+ and so on.)
Important:
❓ Frequently asked questions about exchange:
▸ Why is the rate different from the exchange rate?
Our rate is formed based on the aggregation of liquidity from several sources and includes the service commission. This ensures instant execution without slippage.
▸ What to do if I sent less/more amount?
• Less: the request may be processed with a delay or canceled — contact support
• More: the excess is usually returned minus the commission or credited if possible — clarify in support
▸ Can I cancel or change the request?
After creating a request and until the receipt of funds, cancellation is possible only through contacting support. After crediting funds, cancellation is technically impossible.
▸ Why does the exchange take longer than usual?
Possible reasons: blockchain network load, additional security checks, technical work, high demand for direction. We notify about delays if they occur.
▸ What is «reserve» and how does it affect the exchange?
Reserve — is the available balance of currency for instant exchange. If the reserve is low, the system may offer an alternative direction or execution time.
▸ Is it safe to specify a wallet address?
Yes. We do not store private keys and do not have access to your funds after crediting. The address is used only for sending funds.
⚠️ Important reminders when exchanging:
• Always check the receiving address: blockchain transactions are irreversible
• Consider the transfer network: USDT in TRC20 ≠ USDT in ERC20 — incompatible networks will lead to a loss of funds
• Do not close the browser until completion: save the request number and link for tracking
• Save confirmations: screenshots, transaction hashes, letters — they will speed up the resolution of disputed situations
• Watch the time: the request payment must be made within the allotted time, otherwise the rate and conditions may change
🔄 If something went wrong:
1️⃣ Payment error:
→ Check if the amount and address match the request details
→ Make sure the correct blockchain network is selected
→ In case of a network error — wait for the funds rollback and create a new request
2️⃣ The request «hangs»:
→ Check the status in the personal account or by the link from the letter
→ Make sure the transaction has enough confirmations
→ If the status is not updated for more than 2 hours — contact support with the transaction hash
3️⃣ Funds did not come:
→ Check the receiving address in the blockchain explorer
→ Make sure your wallet/exchange supports this network and currency
→ Contact support, providing the request number and transaction hash
4️⃣ Technical error on the site:
→ Refresh the page or clear the browser cache
→ Try another browser or device
→ If the error persists — report to support with a description and screenshot
💡 Tips for successful exchange:
• Start with small amounts: when using the direction for the first time, test the service with a minimum transaction
• Use a verified account: this increases limits and speeds up processing
• Plan your time: avoid exchanging during periods of high volatility or network load
• Subscribe to notifications: this way you will be aware of statuses and important changes
• Keep history: export exchange data for accounting and reporting
🔒 Transaction security:
• Data encryption: all connections are protected by the HTTPS protocol
• AML monitoring: automatic transaction check for compliance with standards
• Two-factor authentication: recommended for account protection
• Cold storage: the main part of the reserves is stored in offline wallets
• Transparency: the status of each request is available for real-time tracking
📞 Need help with the exchange?
If you have any questions or an unusual situation has arisen:
• Write to support: support@ex-money.net
• Contact via Telegram bot: @exchange_exmoney_bot
• Use the feedback form on the request page
When contacting, specify:
→ Request number
→ Exchange direction and amount
→ Transaction hash (if applicable)
→ Brief description of the problem
Our team will help solve the issue as quickly as possible! 🚀
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