FAQs

1.The order has been paid. When is my wallet going to be recharged?

The transfer of funds to your wallet is performed almost immediately（2-20 mins）. If it did not happen (within 20 minutes), check the status of your application in section “Exchange transactions” of your account. Note: For Skrill, we may use C2C for trading, so it will take a longer time. If there are no errors, please, contact the support service in the section “Online assistance”. Please note that the processing time may be extended during non-working hours, weekends and national holidays.

2. when I pay CNY，Alipay prompts "the other party has been unable to collect / reached the limit" or wechat prompts "the other party's account number is abnormal and the transfer cannot be completed temporarily" and other similar messages, so I can't complete the transfer. What can I do?

This situation is usually encountered by both Alipay and wechat. At this time, you can contact the website customer service to provide you with another alternative account for Alipay and wechat. You don't need to cancel or re order the order. You can pay according to the account replaced by the customer service. If you want to place a new order, you can also cancel the previous order.

3.Is it possible to cancel an application?

A completed application is nonreversible. That means that by this application your funds are nonrefundable. If the application is paid but not completed, you have a possibility to return your money (less transfer commission fees charged) by e-mailing the support service from section “Online assistance”

4.Can I pay directly according to the last collection account record?

You can do it only through the application on the website. Because our collection account may often switch, direct payment may fail.

5. I entered the wrong wallet number for receiving funds. What should I do?

Unfortunately, you cannot cancel a confirmed payment. If you enter our account number incorrectly, you pay to the wrong place, and we do not receive the payment, we will not execute the order to pay you.

Or, you have successfully paid us, but left your wrong collection account number, and we have completed the transfer to the wrong account number before correction. The responsibility lies with you. Apart from limited assistance, we cannot guarantee that you will recover the loss. Be careful.

Therefore, please be sure to double check the wallet address filled in (please copy and paste our collection account number and your collection account number to ensure that you do not manually enter the wrong account number). The loss caused by the wrong account number shall be borne by the fault party.

6.Why do other people comment that the exchange is fast, but mine is very slow?

As it is a manual operation, we cannot guarantee the redemption time. In case of a, there may be delays in order response during weekends, holidays, and nighttime, b, Due to poor customer service network and other temporary reasons, unable to respond in a timely manner, c, Due to software reasons, unexpected information interruption on mobile phones or computers, or service efficiency can be estimated based on GMT+8 time. We apologize for any delay.