1. Why is your exchange rate different from what I see on an exchange?
The rate on a cryptocurrency exchange is the price within that trading systеm. In our rates, we inсlude the fees of our partners (exchanges and payment systems) as well as our risks (network confirmation time, volatility). We don’t artificially inflate the rate. You always see the final amount before confirming an order and make the decision. The rate is locked once we actually receive the funds — this is a standard practice for manual exchanges.
2. How long does it take to process an order?
Typically, it takes between 15 to 40 minutes during business hours (10:00 AM to 8:00 PM MSK). Sometimes it’s faster, sometimes a bit longer if the network is congested. We don’t chase seconds, but we also don’t delay orders without reason. If a delay exceeds one hour, please contact support, and we will look into it.
3. What if I make a mistake in the payment details (wrong card number, tag, or network)?
Immediately inform the operator via online chat or email. If the funds haven’t been sent out for payout yet, we will try to return them. However, keep in mind that the final decision depends on the type of error. By sending the funds, you confirm that you have verified all the details. Please be careful.
4. Do you request a passport or other documents? Is verification required?
By default — no. We do not require KYC for standard exchanges. Verification may be needed only in two cases: if a transaction is suspicious (e.g., high AML risk) or if it’s required by our payment partners. This is rare, and we always explain the reason.
5. What is an AML check and why is it necessary?
It’s a “cleanliness” check of the cryptocurrency you are sending. The history of the coins is analyzed: have they ever been associated with darknet markets, mixers, or fraudulent schemes? If the systеm (we use GetBlock) shows a high risk, we will not proceed with the exchange and will return the funds minus the network fee. This is done for your own safety — to prevent you from receiving coins that could later be blocked on an exchange or wallet.
6. Why don’t you operate 24/7?
Because currently, every exchange is handled by a real human operator. We deliberately limit our working hours to guarantee quality and not leave orders unattended during off-hours. Orders created after 8:00 PM will be queued and processed first thing in the morning. No order is ever lost.
7. What if my desired currency pair isn’t listed?
Write to our online chat or email us at support@unionxbit.com. If the direction is in demand and we can find a reliable partner, we will add it. Many new currencies and payment systems have appeared precisely because of client requests.
Still have questions? Ask them in the chat on our website. We’re available from 10 AM to 8 PM MSK.
