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Most frequently asked questions

In what mode does Base-exchange work?

  • The service works from 10.00 to 23.00 Moscow time. Support is provided from 10.00 to 23.00 Moscow time.

How long does it take to process a ticket?

  • The application is processed within 5-60 minutes after the funds are received in our wallet.

Why do I need to provide a valid email when creating a ticket?

    Mail is a convenient way to identify the user who owns a particular ticket. Through the mail, a connection is made with the technical support of the exchange office, if there is any problem with the application. The most common ones are:

  • There was a mistake in the card number
  • The card or wallet is invalid
  • A refund has been agreed for any reason
  • It is through the mail specified when creating the application that further coordination of information with the client will be carried out to solve the problem with this application.

What happens if I entered an invalid mail in the application?

  • In most cases, specifying an invalid email when creating an application does not have any negative consequences, if the problems mentioned in the previous paragraph do not occur. In the event of a problem with an application that contains invalid email, it will be difficult to identify you as the owner of this application, which creates additional labor costs for both you and technical support staff.
    It is for this reason that many exchange offices strongly recommend that you provide valid contact information (Mail, phone number, etc.).

Is the amount received less than specified in the application?

  • Funds are fixed at the moment they are credited to the exchange. During the time of confirmation by the network, the exchange rate may change, and, accordingly, the amount to be received. Thus, the amount on the application can change both up and down, as well as remain unchanged. That is why on the monitoring site we set the appropriate label stating that “the exchange office does not fix the exchange rate at the time of the creation of the application.” To avoid exchange rate fluctuations, we recommend using less volatile currencies such as USDT (omni/trc/erc), USDC and others.

Did you receive payment for your application?

  • Application Status: Completed
    60 minutes have passed since my funds were credited to your wallet, but the money has not arrived
    – If you have a credit card, the funds can be received up to 5 business days.
    – If you have a debit card and no credit after an hour, check the status of your application.
    – On the part of the bank paying for your application, there are delays in data processing. In case of failures, payment may be delayed up to 72 hours.

Why does the Cryptocurrency exchange rate change frequently on the site?

  • The Cryptocurrency rate in the Base-exchange.com exchange service changes every 1.5 minutes and depends on many factors. The main ones are: the cryptocurrency exchange rate on international exchanges, the number of reserves on our service, supply and demand for Cryptocurrencies, the dollar-ruble, euro-ruble, dollar-euro exchange rates.

    Recommendations: If the Cryptocurrency rate does not suit you at the moment, wait a while and it will definitely become more acceptable for you. We always try to offer our clients the best rate on the market!

Where should I enter a MEMO or TAG?

  • MEMO or TAG is entered in the corresponding field for MEMO or TAG. No letters, only numbers. If you have several input fields, then check in those. support of your service where exactly you need to enter. Everywhere is different and the operators are not competent in this matter. To avoid errors, it is strongly recommended to contact those. support for your service from where you send cryptocurrency.

What is TXID?

  • TXID (Hash ID) is a transaction identification number that allows you to track it in the blockchain systеm. Don’t confuse the transaction ID with the wallet address. You can find a link to your transaction in any available Bitcoin browser. For the purposes of this tutorial, we will use the Blockchain.com browser as an example

How many confirmations does it take for a claim to be paid out?

  • The answer is detailed in this page

Is it possible to cancel an application?

  • If your application is processed, funds are non-refundable.
    If the application has been paid, but not yet completed, you can return your funds (minus the transfer fee) by writing to the online support service of our site.

What are your fees?

  • Commissions of our service are already included in the exchange rate and are displayed at the stage of application, including the commission for transferring the payment systеm

I forgot my account password, how can I recover it?

  • Go to the password recovery page (“Forgot Password” button) and enter your registered E-mail (login). An email will be sent to your email address with a link to confirm your password reset. You need to open the letter and follow the link. After confirming the password change, you can enter a new password

Didn’t receive your password/account activation email?

  • If you don’t receive a confirmation e-mail address within 24 hours of registering, the first thing you need to do is make sure you entered the correct e-mail address when registering. In addition, some mail services may treat such messages as spam, mark them as spam, or not deliver them to the addressee at all. The following points may help you solve the problem:
    Please make sure you entered the correct address when registering. To do this, go through the registration procedure again. If a message appears that the email address is busy, then it was entered correctly;
    Make sure that you check the mailbox that you specified during registration. This item is especially relevant for those who use several electronic mailboxes, or several family members use the computer;
    Check the Spam folder;
    Check your spam filter settings (if applicable);
    Contact the support service of your mail service and find out if there are any restrictions on their part.
    If none of the items helped, please contact the online support on our website

What should I do if I lose access to my email?

  • Currently, in order to authorize on our site and perform operations, you must have full access to the mail specified during account registration. If you have lost access to your mail, you must use the password recovery form or contact the technical support of your mail account.
    After restoring access to mail, for security reasons, we strongly recommend changing the password for your personal account on our service

What is card verification and why is it needed?

  • This is a user data verification procedure that enhances the security of transactions and personal data within the exchange service. During verification, you must upload photos and scanned copies of documents, as well as confirm your mobile phone number. After the account is verified, the user can sell/purchase cryptocurrency using bank cards

What is a referral program and how can I earn money from it?

  • The referral program is your income from all user exchanges registered with your referral link. Each user who has registered on our service can participate in the referral program.

    How it works?

    In your personal account, copy the referral link and promotional materials, post them on your blog, website, social network, etc. and we will automatically credit you with rewards for the exchanges of all users who came to us through your link.

    Terms of referral accruals for the exchange of your referrals:

    0.5% of the exchange amount – after registration on the site;
    0.6% of the exchange amount – for 20 invited referrals;
    0.8% of the exchange amount + branded gift – for 50 invited referrals;
    0.9% of the exchange amount + branded gift – for 100 referrals;
    1% of the exchange amount + branded gift – for 300 referrals;

    You receive a percentage of referral accruals from the earnings of the service from each of your exchange transactions. You receive rewards only if the service commission for the exchange is more than 0%. If the service has no earnings (there is no commission) in this direction of exchange, you do not receive remuneration for the exchange.

I am being asked to clear Cookies and Cache. How to do it?

  • The web pages of our site may not display correctly due to the fact that changes have been made to them, and your browser continues to use obsolete data from the cache. In such cases, we ask you to clean Cookies and Cache so that all the functionality will work fully and error-free.