🔁Frequently Questions

一、Exchange problem

1、Why haven't I received my coins after the exchange was completed?

Please check whether your receiving address is correctly entered. If the address is correct, please double-check that the blockchain network of the coin you exchanged matches the network you are checking on. In our system, all coins marked as "erc20" are tokens on the Ethereum network, those marked as "trc20" are on the Tron (TRON) network, "HECO" marked coins are on the Huobi ECO Chain, and "BSC" marked coins are on the Binance Smart Chain. You must check your balance on the corresponding blockchain network according to the coin you exchanged.

Example: If you exchanged an ERC20 token but are using an HT (Huobi Token) wallet address, you must switch your wallet to the Ethereum network to see the token. If you are using another decentralized wallet, you need to import the address into an Ethereum-compatible wallet to view the received tokens.

2、How long does an exchange usually take?

Typically, it takes about 2 minutes. The estimated processing time will be displayed on the exchange page. However, during periods of network congestion, it may take 30 minutes to 1 hour. If you have any concerns, please contact our online customer service via the website.

3、What fees are involved during the exchange process?

The fees required for each exchange include:

1）Network transaction (miner) fee when transferring out from the blockchain

2）Service fee generated during the exchange process;

3）Issuance fee or miner fee required when sending out the exchanged coins.

4、Why is the amount received different from the amount shown at the time of initiation?

The amount displayed at initiation is an estimate provided by the system. It may vary slightly due to factors such as the exchange amount, market depth, and slippage.

5、Why was my order automatically refunded?

Orders may be automatically refunded if the final exchange amount is significantly affected by market depth or exchange rate fluctuations, resulting in a final amount that differs greatly from the user's expected value.

5、Why is my order stuck in "wait_deposit_send" status?

Please verify that the deposit address you used matches the address provided in your order, that the deposited amount matches the required amount, and that the deposited cryptocurrency is correct. If all of the above are correct but your order remains in "Pending Deposit" status for a prolonged time, please contact our customer support team.