FAQ | Questions and answers list

How to register for an exchange service called Pocket-Exchange?

In order to register in our exchange service you need a valid email, to which you will receive a link to activate your account. Only one account can be linked to one email.

On the homepage on the top right of the page click on "Login", then "Register";
Enter your valid email (E-mail), think of a strong password;
Then an email will be sent to you to activate your account, follow the link in the letter, your account will be activated.
Also registration is automatic at the first successful application. Login and password are sent automatically to email indicated in the application. Passwords are generated for each client individually, if you want you can change it in your personal cabinet to your personal password.

What will be available in personal cabinet:
1. information on completed exchange requests
2. access to the referral program
3. output of referral fees}

In case you have any questions, our consultants are always happy to answer your questions and assist you via online chat on our website, or at our post office: mail.pocket-exchange@yandex.ru
Operating mode of the Pocket-Exchange service
We are ready to help at any time of the day or night, as the service operates around the clock without breaks and weekends.
!!! We warn about planned technical works or weekends in advance in the News of our service and social networks.
How do I make an exchange in our service?
1. step

⁃ To make an exchange, choose the full direction of exchange on the main page of our service https://pocket-exchange.com/ in the "Giving away" field and in the "Receiving" field.
Next, enter the amount of exchange. The minimum allowed exchange amount will be specified when selecting the full exchange direction.

The calculator will automatically calculate the amount to be exchanged after you complete the first 2 steps. The exchange rate will be available when you select the full exchange direction

Click on the "Next" button to continue filling out the application.


2. step

You need to fill in the requested details.
Even if you have an instant card, you must enter the name of the card holder, as the bank account is opened in the name of the card holder.
Check if the details are correct.

Click on the "Next" button to continue filling out the application.


3. step

!!! The service works in manual and semi-automatic mode. Due to this some exchange directions are paid via API, you will be given an individual link to pay for the application.

In some exchange directions you will be given details for payment, copy the details or scan the QR-code. You can pay for the application by any convenient method.
After transferring the funds, confirm your payment using the "I have paid" button so that your application will be accepted by the system for execution.
After you have confirmed your payment, your request will be assigned an individual tracking number.
In case you have any questions, our consultants are always happy to answer your questions and assist you via online chat on our website, or at our post office: mail.pocket-exchange@yandex.ru`,

Or!

- In order to complete the transaction, you must pay the exchange request using the details that will be available to you in this step or follow the payment link.
⁃ If the exchange details are available to you, you can make the payment in any convenient way (your bank application, SMS transfer).
⁃ Pay the application before the due date
⁃ After the payment, confirm the payment by pressing the "I have paid" button so that your request will be accepted by the system for execution.

In case you have any questions, our consultants are always happy to answer your questions and assist you via online chat on our website, or at our post office: mail.pocket-exchange@yandex.ru`,
Application statuses
You can track the status of your application in your personal cabinet or by notifications on the mail you have indicated in the application. If the letter is not displayed in the inbox, it can go to the spam folder.

Application status → Tentative
This status is assigned to all requests that passed Step 2 of registration, but haven't been paid.
Application status → Deleted
This status is assigned to those requests that were canceled by our operators. The reason for canceling the request is also stated.
Application status → Processing
This status is assigned to requests that were accepted for checkout and execution. Depending on results of check a different status will be further assigned to the request.
Application status → Processed
This status is assigned to requests that have been successfully checked and executed. That is, we have received money from you and performed the exchange, funds were transferred to the details you specified in the application.

In case you have any questions, our consultants are always happy to answer your questions and assist you via online chat on our website, or at our post office: mail.pocket-exchange@yandex.ru
Confirming cryptocurrency online transactions

There are many articles about online transaction confirmation, but we'll give you a brief and simple overview of the process.

Cryptocurrency is virtual money that exists only in electronic form and is built on open source code, meaning anyone on the Internet can view the transaction information and verify the confirmation of the transaction.

Transactions are validated, that is, verified by special programmes (miners) in order to reduce the risk of fraud and prevent the reuse of unconfirmed coins.

The confirmation of the transaction depends on the cryptocurrency network and takes some time, on average up to 40 minutes. It is also worth considering the workload of the cryptocurrency network, for example, in the Btc network you can often see delays in block confirmation (a block is, n-th number of transactions connected to a mempool).

Pocket-Exchange service sends funds with a priority commission, which is automatically billed in parallel with the network congestion. We value each of our clients and try to speed up the process of crediting funds to your accounts.

In case you have any questions, our consultants are always happy to answer your questions and assist you via online chat on our website, or at our post office: mail.pocket-exchange@yandex.ru
Additional fees from banks and payment systems.

Payeer:
The commission (0.95%) in Payeer is charged to the sender.

Sberbank Онлайн:
Fee of 1% in Sberbank Online is charged to the sender.

Visa/MC RUB:
Fee of 1.95% (from 30 RUB) in VIsa/MC RUB system is charged to the sender.
Exchange limit


Minimum exchange amount
Minimum exchange amount is set automatically when selecting a full exchange destination. Unfortunately, the service does not accept exchanges below the minimum threshold, no matter how much you may wish to do so.

RUB from ~500 rubles (depending on exchange destination and bank).
USD from ~7 USD (can change depending on USD/RUB exchange rate)
Bitcoin from ~0.0005 BTC
USDT from ~16 (can change depending on USDT exchange rate)
TRX from ~260 (can change depending on TRX rate)
XLM from ~170 (can vary depending on XLM rate)
XMR from ~0.13 (may vary depending on XMR exchange rate)


Minimum spend
ETH from 0.04
XRP from 24
LTC from 0.15
BTC from 1000 rubles
USDT from 10
TRX from 100
XLM from 70
XMR from 0.07


Maximum amount of exchange
If you need to exchange items above our maximum amount, you can contact us via Live Chat to verify the possibility of exchanging a larger amount.

RUB up to 300000 rubles
USD up to 3000
Bitcoin 0.4 BTC
Execution and receipt of your exchange request

We work in manual and semi-automatic mode, and exchange requests are fulfilled up to 15 minutes after the receipt of the payment.
Our staff will do their best to complete your exchange requests as soon as possible, so it may take up to 5 minutes.

Receipt of the payment depends on the payment system and takes some time:
Cryptocurrency crediting depends on the regulations of your wallet. Some wallets display unconfirmed funds, some after 2 or full confirmation of the transaction by the cryptocurrency network. You can check with your wallet's support for more exact information

Funds can be credited instantly or up to 5 business days.

!!! If you need confirmation of the transfer from the exchange service, you can request a check/screen of the transfer in the online chat at our service or via email: mail.pocket-exchange@yandex.ru Service sends confirmation of the transfer only to the email that was specified on the application - this is one of the reasons why you should specify a valid email when applying for the exchange.
Waiting for payment

Once you have created an exchange request, the system will automatically give you time to pay. After this time your application is no longer valid. If you want to make an exchange, you need to make a new exchange request.
In case your cryptocurrency will not be displayed on the cryptocurrency network for a long time due to delays from the payment system, you need to confirm the payment and inform us about possible delays, if you know about them. It often happens that an exchange transfers funds with a delay.

In the event that your transaction is not confirmed within 24 hours, you will need to make a new exchange request with identical details once the transaction has been confirmed by the cryptocurrency network.
Changing exchange details

After a successful exchange request, you may receive a notification that the details have been changed. Don't worry, our specialists can change the amount in the application to the actual amount received automatically.

If you have entered incorrect details in the application, please contact us via live chat or by e-mail: mail.pocket-exchange@yandex.ru, the operator will correct your details to the correct ones.
Refunds

The service will meet you halfway and issue a refund if the request has not been executed at the time of your application. For a quicker resolution of the situation, you should contact us via the online chat on our website. We do not recommend communication via post in such situations, as there is a delay in processing time by post.

If your request is not executed, our operators will help you to make a refund to your bank details. The refund will be issued within 24 hours minus a commission. The commission will be regulated by the payment system.
If your request has been executed, unfortunately, we will not be able to issue you a refund.
What is a referral programme and how do I make money from it?

A referral programme is a programme for earning interest on exchanges made by your client or friend. In other words, we are happy and willing to share our reward with you.
To participate in the referral program you need to share your individual link with your friends, acquaintances or users of your services. The link is available in your personal account on our service after activation of your account.

Attention! The reward program works only when your referral follows your referral link, i.e. your affiliate has to come to our site via your link every time you make an exchange.

Percentage of compensation depends on the referred referrals:
1. 0,5% from 1st to 20th referral;
2. 0,7% from the 21st to the 70th referral;
3. 0,9% from 71st referral.
Remuneration is calculated on the exchange amount of your referral.

In case the service has no earnings from the conducted referral, the remuneration will not be charged.
You can withdraw remuneration after 3 referrals brought in by you to any destination offered by the service. The minimum amount of withdrawal of affiliate commission is 3 US dollars, 150 rubles.

In case you have any questions, our consultants are always happy to answer your questions and assist you via online chat on our website, or at our post office: mail.pocket-exchange@yandex.ru
Qiwi Security

Due to innovations in the Qiwi service, your payments may either not go through or may be frozen for 48 hours.

It does not matter whether your wallet is verified or not, nor does it depend on the recipient of the funds or the sender of the funds. Any transfer may be subject to additional verification by the bank's security service. This is due to the bank's internal rules, which they do not comment on.

Unfortunately, we cannot solve such situations, as it does not depend on our service. As a result of this check, your transfer may pass or may be returned to your account.

If your transfer was delayed for 48 hours and then was transferred to our account, please contact us via live chat on our website or email us at mail.pocket-exchange@yandex.ru
Contact our support team.

Our advisors are on hand 24 hours a day, 7 days a week. They are available to help you at any time of day or night.

When contacting about paid requests, we ask you to prepare a screenshot/check in advance, confirming your payment, where the following is indicated: date/time of transfer; details of the recipient; transfer amount; TXID (ID) of transaction, if it is cryptocurrency.
This will reduce the time it takes to resolve your situation and speed up the process of verifying your payment.

Please appreciate our and your time when contacting us and describe your situation in more detail.

If you do not find your question in the FAQs, you can always ask our consultants for help.

We will be glad if you will leave your honest feedback about cooperation with our service on any of the monitors/forums, where you learned about our service.
We also welcome your suggestions on our email with the subject line: mail.pocket-exchange@yandex.ru

We love you and are always glad to see you in our exchange service Pocket-Exchange. We wish you profitable deals!