FAQ
International transfer
How to send international money transfer?
To help you get started with your first international transfer we've made short guides to answer all your questions.
If you are going to buy bitcoins please take a look at our how to buy Bitcoins guide.
If you are going to sell bitcoins please take a look at our how to sell Bitcoins guide.
The money did not come to the recipient
If you have any problem with the transaction, please press the FROZEN TRADE button as soon as possible and do not take any other action. No need to worry, your money is safe. Thanks to the ESCROW service, with which all transactions are secured, all you have to do is to contact us at our SUPPORT HERE and select the I WANT TO REPORT FRAUD section. This section has the highest priority and will be processed first. Please do not forget to enclose all relevant documents related to your transaction and describe your situation to us in as much detail as possible.
I want to cancel the transaction
If you have not pressed the I PAY button yet, simply cancel the transaction with the CANCEL button. Unfortunately, if you have already submitted money and pressed the I PAY button, it is no longer possible to cancel such a transaction. In this case, we recommend that you contact the recipient of the transaction.
Buy and Sell Cryptocurrency
To help you get started with your first Bitcoin trade we've made two short guides to answer all your questions.
If you are going to buy bitcoins please take a look at our how to buy Bitcoins guide.
If you are going to sell bitcoins please take a look at our how to sell Bitcoins guide.
Tips for Buying Cryptocurrency
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The minimum trade amount on Acechange.
If you’re buying Bitcoin, the current minimum is 10 USD or its equivalent in other currencies. If you’re selling, then the minimum is 0.001 BTC.
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Always read the terms of the offer before you start a trade.
Sellers should mention what they expect and what you will need to provide.
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Click the Paid button only if you have actually paid.
Once you’ve clicked the Paid button, the countdown timer stops and the order can no longer expire. This is important because if you had sent the seller the payment info such as a gift card code and the offer expires, then the escrow is released and you won’t get your cryptocurrency. The Paid button also provides security from dishonest or forgetful sellers. If you click the Paid button and you haven’t paid, the seller might think you’re a coin-locker or someone trying to scam them. Be sure to click the button only once you’ve paid to prevent complications.
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Using third parties for making payments is not allowed.
You must be the actual payer and be the original owner of the submitted payment (Owner of the credit card, bank account, an account of online payment platform). Being a middleman in paying for the cryptocurrency is not allowed and can be considered as a scam.
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Never ask the seller to release the cryptocurrency first.
This is grounds for an instant ban as it indicates a scam. We have a trade escrow service so you know the crypto is there and waiting for you once you complete the payment.
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Be polite to sellers.
They go through a lot of tough customers and being polite can save you a lot of time. Being polite is about a lot more than your language, it’s about following their instructions as well. Note that in case of a Frozen trade, the moderator will take language into account.
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Not Interested? Cancel!
If you are no longer interested in the trade and have not yet paid the seller, feel free to cancel the trade. It will free their escrow and let them continue to trade with others who are interested. If you don’t cancel the trade and leave it hanging, the seller will have to file a dispute or report you, which will probably result in you getting negative feedback. You can see all your active open trades on your dashboard. Click Chat to open the trade, and click Cancel to cancel them.
Also, remember that any price negotiation is strictly forbidden. If you do not like the offer, do not insist on changing the price in the same trade. Just start a new trade with new values to avoid any disputes or misunderstandings with the seller.
Cryptocurrency Wallets
Can I withdraw Bitcoin from Acechange wallet to my external wallet?
You can easily send your Bitcoin from your Acechange wallet to an external wallet from the Wallet page. We support all major Bitcoin wallet types, however, there is an exception.
I sent Bitcoin from my Acechange wallet but it doesn't appear on the recipient's balance
Sometimes the Bitcoin you send from your Acechange wallet may not appear in the recipient’s wallet balance. This doesn’t mean that your funds are lost. Here are some steps for you to figure out what could have happened:
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Make sure you sent the Bitcoin to the correct wallet address. You can check this by going over your transaction history.
- If the recipient’s wallet address is correct, go to the next step.
- If you have used an incorrect address, go to this article about recovering funds sent to the wrong wallet address.
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Check the transaction status on Blockcypher.com or Blockchain.com.
- If you see less than three confirmations, give the transaction some more time to be processed (this may take up to 24 hours).
- If you see three or more confirmations, contact the recipient’s wallet service provider to investigate this situation further.
Note:
Don't worry—if you've entered the correct recipient's wallet address, your funds will be recovered.
I sent funds to the wrong address. How do I get them back?
Sometimes you may accidentally send your cryptocurrency to the wrong wallet address.
As cryptocurrency transactions are irreversible, they can neither be canceled nor reversed once initiated. In case you end up sending the funds to the wrong person, you may have to contact them and request a refund. If you don’t know whom the address belongs to, unfortunately you can’t do anything else to retrieve the funds.
Warning: Always double-check and ensure that the address you’re sending funds to, exactly matches the address of the recipient beforehand.
How to withdraw cryptocurrency from Acechange wallet
After a number of successful trades, you may decide to withdraw your cryptocurrency from Acechange wallet. This can be done as a send-out transaction to an external wallet. You can send Bitcoin, Ethereum or Tether ( USDT ) from your Wallet on Acechange.
Check our guide for more information on How to Withdraw Cryptocurrency.
How to receive and deposit cryptocurrency.
When you sign up for a Acechange account, you get a free Bitcoin wallet. With this free wallet, you also get a Bitcoin wallet address. This address is a combination of numbers and letters (both uppercase and lowercase) in no apparent sequence.
This address never expires, so just copy it and use it to receive Bitcoin from other wallets or Bitcoin ATMs. Wait for your BTC to arrive and start trading as soon as you are ready. You can also always check your Bitcoin transaction status.
Check our guide for more information on how to deposit cryptocurrency.
Warning: Make sure that you are sending Bitcoin and not any other cryptocurrency (Litecoin, Bitcoin Cash, Ethereum, etc.). Such transactions can result into a loss of your funds.
Note:
- Make sure you have enough funds in the sending wallet or ATM. Be aware of the minimum BTC transaction amount.
- Remember that the person sending the Bitcoin will bear the transaction fee. Usually, the amount you will be charged as a network fee, depends to the amount you send. The total amount to be deducted from your wallet is always clearly shown to you before you confirm the Bitcoin transfer.
Cryptocurrency Dictionary
2-Factor-Authentication (2FA)
Two Factor Authentication (2FA) is an additional layer of security where the user provides two different authentication factors to verify themselves. This is often used to protect the user's credentials and any resources the user is trying to access (such as the Acechange platform). Only the user can access their specific 2FA alert, and these alerts are sent as an SMS to the user’s phone or Google Authenticator (GA).
Anti-money Laundering (AML)
AML refers to a set of laws, regulations, and procedures intended to prevent people from disguising illegally obtained funds as legitimate income. Acechange takes AML protocol seriously, and we abide by all laws, regulations, and procedures.
Bitcoin
A type of digital currency in which encryption techniques are used to regulate the generation of units of currency and verify the transfer of funds, operating independently of a central bank.
Bitcoin address types
There are three bitcoin address formats currently in use:
- 1P2PKH addresses start with the number 1. Example: 1G3NiSE9tJML9gv8AWhFvG7nGB4MG5KTPy
- P2SH addresses start with the number 3. Example: 3567FAQSPZpWbXT8rW9uQRWqREe7XALEMu
- Bech32 addresses also known as "bc1 addresses" start with bc1. Example: bc1qrtq5avgxr9lws67uxqf030khjhl7ww6ngc2pwa
- QR Codes can also be used as a wallet address.
Acechange allows withdrawals to P2PKH, P2SH, and Bech32 addresses.
Bitcoin wallet address
A set of letters and numbers which Bitcoin can be sent to and from. A Bitcoin address can be shared publicly, and like sending a message to an email address, a Bitcoin address can be provided to others that wish to send you Bitcoin.
Here is an example of a Bitcoin wallet address:
bc1qrtq5avgxr9lws67uxqf030khjhl7ww6ngc2pwa
A wallet address can also be presented as a QR code.
Block chain, blockchain
The Bitcoin block chain is a public record of all Bitcoin transactions. You might also hear the term used as a “public ledger.” The block chain shows every single record of bitcoin transactions in order, dating back to the very first one. The entire block chain can be downloaded and openly reviewed by anyone, or you can use a block explorer to review the block chain online.
Coin locking
Coin Locking or a coinlock is when a buyer holds onto a seller's cryptocurrency in a trade escrow without an intention to make payment and complete the trade. This is a common case of cryptocurrency fraud.
Cold Wallet
A cold wallet is a Bitcoin wallet that is in cold storage. It is considered hardware that is not connected to the internet. When you are not connected to the internet, your Acechange wallet becomes a cold wallet.
Confirmation
A confirmation means that the transaction has been verified by the network, through the process called mining. You receive a confirmation for sending out Bitcoin. Once a transaction is confirmed, it cannot be reversed or double spent.
Cryptocurrency
Cryptocurrency or digital currency is a type of currency that uses cryptography instead of a central bank to provide security and verify transactions. Bitcoin is the first developed cryptocurrency.
Frozen Trade
A Frozen Trade is an argument or disagreement between people or groups. Frozen Trade function on Acechange is useful when a trade does not go as planned - when a misunderstanding, miscommunication, disagreement or any other controversion between parties arises. When a Frozen Trade is started, a moderator will intervene to help settle the trade.
Escrow Fee
An escrow fee covers the cost for the escrow service being provided.
ETH or Ethereum
ETH or Ethereum is an open software platform based on blockchain technology that enables developers to build and deploy decentralized applications. Like Bitcoin, Ethereum is a distributed public blockchain network. The Ethereum blockchain focuses on running the programming code of any decentralized application. In the Ethereum blockchain, instead of mining for bitcoin, miners work to earn Ether, a type of crypto token that fuels the network.
Exchange
An exchange or cryptocurrency exchange is a digital marketplace where traders can buy and sell crypto using different fiat currencies or altcoins. Cryptocurrency exchange platforms match buyers with sellers. Like a traditional stock exchange, traders can opt to buy and sell cryptocurrency by inputting either a market order or a limit order.
Fiat
Fiat or fiat money is currency that a government has declared to be legal tender, but it is not backed by a physical commodity. The value of fiat money is derived from the relationship between supply and demand rather than the value of the material from which the money is made. Fiat money only has value because the government maintains that value, or because two parties agree on said value. Fiat money was first introduced as an alternative to commodity-backed money.
Google authenticator or GA
Google Authenticator is a mobile application that implements two-step verification services using the time-based one-time password algorithm and HMAC-based one-time password algorithm for authenticating users of mobile applications by Google.
Authenticator provides a six- to eight-digit one-time password which users must provide in addition to their username and password to log into Google services or other sites. The Authenticator can also generate codes for third-party applications, such as password managers or file hosting services. Previous versions of the software were open-sourced but subsequent releases are proprietary.
Hash
- A unique identifier of a Bitcoin transaction.
- A mathematical function that Bitcoin miners perform on blocks to make the network secure.
Hot Wallet
A hot wallet is a Bitcoin wallet that resides on a device that is connected to the internet. A wallet installed on a desktop computer or smartphone is usually a hot wallet.
Ledger
A physical or electronic log book containing a list of transactions and balances typically involving financial accounts. The Bitcoin blockchain is the first distributed, decentralized, public ledger.
Margin
Margin is an amount added on top of the cost price to get to the final selling price or the gross profit.
It can be calculated in a fiat amount or in a percentage. A margin can be both positive and negative, and a negative margin means that you expect the buyer to pay for the item less than its cost price.
Miner
A computer or group of computers that add new transactions to blocks and verify blocks created by other miners. Miners collect transaction fees and are rewarded with new bitcoins for their services.
Miner's fee
Bitcoin miner fees are small amounts of bitcoin given to incentivize bitcoin miners (and their operators) to confirm Bitcoin transactions.
Mining
Bitcoin mining is the process of using computer hardware to do mathematical calculations for the Bitcoin network in order to confirm transactions. Miners collect transaction fees for the transactions they confirm and are awarded bitcoin for each block they verify.
Peer-to-Peer
Peer-to-Peer is a type of network where participants communicate directly with each other rather than through a centralized server. The Bitcoin network is a peer-to-peer network.
Private Key
A private key is a string of data (letters and numbers) that shows that you have access to Bitcoins in a specific wallet. Think of a private key like a password; private keys should not be shared with others as they allow you to spend Bitcoins from your Bitcoin wallet through a cryptographic signature. It is similar to your password when online banking.
Public address
A public bitcoin address is a cryptographic hash of a public key. A public address typically starts with the number “1.” Think of a public address like an email address. It can be published anywhere and bitcoin can be sent to it, just like an email can be sent to an email address.
Public key
A string of letters and numbers that is derived from a private key. A public key allows one to receive Bitcoin.
Seller (AGENT)
A seller or vendor is someone who sells their cryptocurrency in a trade.
It is the duty of the seller to automatically release the cryptocurrency from escrow as soon as they've verified the payment. If the seller or vendor doesn’t release the cryptocurrency, they will remain in escrow.
Terms of Service (ToS)
Terms of Service (ToS) is a contract or agreement made between a company and the product user. If the user does not abide by the ToS agreement while using the product, the user may be inflicted with penalties. Take a look at Acechange’s Terms of Service here.
Wallet
A wallet is a collection of Bitcoin private keys used to spend Bitcoin. Just like with paper currency that is held in your physical wallet, a Bitcoin wallet is a digital wallet where you can store, send, and receive Bitcoin securely. There are many varieties of wallets available, such as hot wallets and cold wallets.
You get a free Acechange Bitcoin wallet the moment you create an account on Acechange. Your public and private keys are safely stored by Acechange, and access to the wallet is protected with a password and 2FA.
Satoshi
A satoshi is the smallest amount of Bitcoin that can be sent, or 0.00000001 BTC.
Satoshi Nakamoto
The pseudonym of the person who invented Bitcoin. No one knows who he is, but he does own quite a nice amount of BTC.
txid
Transaction Id. This is a long string of numbers and letters that is the ID of a single transaction. It’s handy to know as you can paste this into a blockchain explorer and see what’s up with your transaction. It’s mainly used to see how many confirmations a transaction has.
Bitcoin Block
A Bitcoin block is one “link” in the blockchain. One block contains a group of Bitcoin transactions that have been confirmed. When Bitcoin miners ‘mine’ these blocks they calculate through computer algorithms which when put in the blockchain, confirms transactions. In turn miners receive transaction fees and newly created Bitcoins for confirming transactions.
Investor
How much can I invest?
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What guarantees do I have?
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When will I receive dividends?
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How much money will I get?
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How often will I pay me?
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Can I sell my shares?
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Restrictions and limits
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General
What is bitcoin?
Bitcoin is an online currency that can be sent to anywhere in the world using the internet, just like sending an email.
To send or receive bitcoin, you’re going to need a bitcoin wallet. A bitcoin wallet is your very own online wallet where you can store all your hard-earned bitcoin. When you join Acechange, you get a safe, free and super simple to use bitcoin wallet. The Acechange bitcoin wallet works with every other wallet. With every bitcoin wallet comes a wallet address. You can send your wallet address to people and they, in turn, can send bitcoin to your wallet. With your very own wallet, you can send, receive, and store bitcoin. You can also see all transactions just like your online banking.
The most challenging part of bitcoin is getting your first bitcoin. This may be even harder for you if you don’t have a bank account. Luckily, Acechange accepts payment methods worldwide, so look through them and see which one works best for you. When you decide on a way to pay and find a good deal, then follow the instructions the vendor gives you and you will get bitcoin to your wallet in minutes.Once you’ve got your first bitcoin, be sure to secure your account by activating our 2-Factor Authentication or better yet, use Google Authenticator for a much more secure experience. With those in your hand, you are ready to bask in the glory of peer-to-peer finance!
Acechange provides a safe, user-friendly marketplace without limits where you can buy and sell bitcoin and send money to the whole world!
Learn more about how to use our Acechange platform and keep on trading using Acechange!
What is Acechange?
Acechange is a peer-to-peer financial platform which, in addition to offering the possibility of purchasing cryptocurrencies, was the first to develop a BMT (Bitcoin money transfer) system. Thanks to this system, it is possible to send cash using cryptocurrencies anywhere in the world within 15 minutes and combine different payment methods.
For example, you can send your funds through Western Union and your recipient will receive them in the form of Paypal.
At Acechange, these operations are mediated by local exchangers, which also creates new jobs, supports the economy and brings financial freedom to less developed parts of the world.
Our goal is to create new jobs, offer people an alternative way of sending and receiving money between family and friends, with an emphasis on complying with all laws and regulations required by local government institutions.
We have categorized more than 6,000 payment methods and sorted them so that the customer always finds the payment method that is closest and most acceptable in his location. We are constantly striving to be able to offer our customers the safest and most advantageous money transfer in the world.
Payment methods
There are over 6000 ways to buy and sell cryptocurrency on Acechange.
Each way you can buy cryptocurrency by, is called “payment method”. You can find the list of all available payment methods here. This list is constantly growing as the Acechange agents in the market are creating new payment methods all the time.
Each payment method has its own specifics and risk levels that you need to familiarize with before starting a trade.
The peer-to-peer system that Acechange has, encourages this as it makes it easier to buy cryptocurrency or make international transfer.
Terms of Service and user agreement
View the latest Terms of Service and user agreement here.
Is Acechange Legit and Safe?
We’ve taken a lot of security measures to make sure our users are safe in the marketplace.
We have a strict verification process that helps ensure we know our customers, an army of dispute and fraud prevention analysts to help make sure trades run smoothly and to keep bad actors away from the marketplace. We also have an escrow feature in place where the crypto being traded is safely held until the trade is complete. This safeguards your money and helps make sure the crypto goes to the right party in case of disputes.
To top it all off, we have some of the best cybersecurity professionals on our team that work around the clock to make sure our users and platform are safe from harm and hackers.
Is Acechange trustworthy?
Acechange has an AML policy, we comply with Office of Foreign Assets Control ("OFAC") sanctions, we’re a regulated financial entity, and we’re trusted by people from all over the world. See what our users have to say about us through our reviews!
Account verification
Limits and Verifications
Verification is an important part of Acechange.io as we aim to make the trading experience on our platform as safe as possible.The following table lists out our various verification levels along with their corresponding benefits:
Level | Verification needed | Limit per day | Trade volume (lifetime limit) | Send from waller (lifetime limit) |
---|---|---|---|---|
Bronze | $1500 Limit for one month | $18000 | $18000 | |
Silver | Email,Phone,ID,Selfie | $10,000 | $1 000 000 | $1 000 000 |
Gold | Email,Phone,ID,Selfie, Address | Unlimited | Unlimited | Unlimited |
Agent | Email,Phone,ID,Selfie, Address | Unlimited | Unlimited | Unlimited |
Note:
Trade limits and wallet send out limits are tracked separately. For example, you can have $500 remaining for trading, and $9,000 left for wallet send outs.
Warning
Check if your country is on the OFAC grey list. In case if your country is on the list, you need to be ID-verified in order to be able to send funds from your Acechange wallet or to sell cryptocurrency.
Which countries require ID verification?
Some users are required to verify their identity when they sign up for an Acechange account based on where they live. Users may not be able to withdraw funds or use their wallet without verifying their ID. The following countries have mandatory ID verification when creating the Acechange account:
- United States of America
Are there any other situations where I would need to verify my identity?
Yes - if the country you live in is not listed above, there are certain situations where you’ll be asked to verify your identity:
- If you reach an equivalent of 2,000 USD in trade volume or wallet activity in a year, you’ll be asked to verify your ID
- If you reach an equivalent of 10,000 USD in trade volume or wallet activity in a year, you’ll be asked to verify your address
- You may also be required to verify your identity for certain payment methods
What if I am in an OFAC grey list country?
If you’re in an OFAC grey list country, you’ll be required to verify your ID in order to be able to withdraw any funds or trade for any amount.
Why my account didn’t pass compliance review?
For us at Acechange , the safety of our marketplace is very important. As a result, it may happen that some accounts get banned as they didn’t pass our compliance review.
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We believe that you have violated the Terms of Service, which may include:
- Providing multiple and/or false identifications;
- Operating more than one Acechange account;
- Refusing to verify your identity;
- Please see our terms of service here.
- It’s connected with an activity that may be illegal.
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We have received an order from a legal authority, which may include:
- A subpoena or similar legal order;
- Pending litigation involving your account;
- An investigation and/or proceeding involving your account.
- We can’t verify the personal and/or business purpose of your account and you have refused to provide us with the requested information.
- We identify your blockchain activity as a heightened legal/regulatory risk.
- We believe that you may have taken action that we believe to be circumventing our controls and/or procedures to keep our platform safe.
- We determine it is necessary to protect us and our users, including you, from danger or loss.
Note:
- If you're located in these countries you must verify your ID to create new offers, sell cryptocurrency, and use/access your wallet
- You can’t appeal this decision, and we won’t address any further inquiries into this case.
List of Banned Countries, OFAC
OFAC banned countries
Users and traffic from the following countries are banned from Acechange:
- Burundi
- Central African Republic Sanctions
- Cuba
- Lebanon
- Libya
- North Korea
- South Sudan-related Sanctions
- Sudan and Darfur
OFAC grey/high-risk countries
Users from these countries have to verify their ID before they can send out or sell cryptocurrency:
- Albania
- Bosnia and Herzegovina
- Bulgaria
- Democratic Republic of Congo
- Macedonia
- Republic of Congo
Additionally, as we fully co-operate with all OFAC and Specially Designated Nationals (SDN) and Blocked persons lists, we block individuals who threaten international stabilization efforts as defined by OFAC in the regions of:
- Balkans
- The Democratic Republic of the Congo-Related
- Western Balkans area and Belarus as part of Ukraine-/Russia-Related Sanctions
- Venezuela related sanctions
- Zimbabwe related sanctions
Furthermore, we use the OFAC Consolidated sanctions list which covers non-SDN sanctions designations under the following programs:
- Foreign Sanctions Evaders (FSE) List
- Sectoral Sanctions Identifications (SSI) List
- Palestinian Legislative Council (NS-PLC) list
- The List of Foreign Financial Institutions Subject to Part 561 (the Part 561 List)
- Non-SDN Iranian Sanctions Act (NS-ISA) List
- List of Persons Identified as Blocked Solely Pursuant to Executive Order 13599 (the 13599 List)
Globally, we screen the following lists:
- UN Consolidated Sanctions list which covers various UN Security Council Resolutions
-
The EU Consolidated Sanctions list which covers the following programs enforced by the EU Security Council and maintained by the European External Actions Service:
- Arms embargoes
- Trade restrictions, such as import and export bans
- Financial restrictions
- Restricting movements, such as visa or travel bans
-
HM Treasury Consolidated list covers entities designated under the following regulations:
- ‘UK listing only’ – listed under TAFA 2010 only
- ‘Both UK and EU listing’ – listed under TAFA 2010 and under the EU’s asset-freezing regime
- ‘EU listing only’ – listed under EU’s asset freezing regime. The prohibitions are found in Council Regulation (EC) No 2580/2001 with penalties given by TAFA 2010.
Verification Issues and Troubleshooting
There are a few different reasons why your ID or proof of address verification may be denied. Here are the most common reasons:
You have reached the limit of verification attempts.
If you run out of verification attempts, please reach out to our support team to see how we can help.
You uploaded an unreadable or low-quality photo.
Submit a fresh verification request on our website. Login and upload everything as required. Please note that the image must be in JPEG format and of high quality. Ensure that the picture is up close and the contents are legible. Remove all covers from the document and make sure it is not masked by any other object.
You uploaded an ID in paper format.
Submit a fresh verification request using any of the accepted ID documents such as your passport, National ID card, driving license, or voter’s card (National ID card should be in a new format). The document must not be in paper format.
Your ID and selfie were interchanged during upload.
Submit a fresh verification request and upload your document and selfie in the appropriate sections on the Acechange verification form. Please make sure that both your document and your selfie are clearly visible and are of high quality.
Your ID has expired.
If you received an error message that your identification has expired, you can upload an alternative ID such as your passport, national ID, or driver’s license. The new ID you upload must have an expiry date on it.
You provided documents that do not belong to the account holder.
Please upload documents with details that match the details on your account: name, last name, country. The photograph on the ID must match with the selfie you submit.
Your documents were edited and not original.
Resubmit a verification request with the original documents without any edits to them. Pictures must be in full color, without any cropping or manipulations of any kind.
You uploaded an incorrect document.
Submit a fresh verification request using any of the accepted ID documents such as your passport, National ID card, Tax ID, driving license, or voter’s card (National ID card should be in a new format - not in a paper format). Other ID documents such as your student ID cards are not accepted by our verification provider.
You uploaded a picture of a scanned photo instead of taking a selfie.
Our verification provider does not accept images of a scanned photograph in the place of a selfie. Upload original digital photos only. The uploaded picture must be in JPEG format and of high quality. Ensure that the picture is up close and clear.
Your ID is in a language with non-Latin letters.
If your document is written in a language that does not use the English alphabet, you can still use it to apply for verification. If you receive a message "unsupported ID", it means your native language is not supported by our verification provider yet. In this case, please try another valid document, preferably in English.
You have an issue taking a selfie.
If you get an error message during our liveness check (where you click a selfie for us to match with the image on your ID), this could be because the app is restricted from accessing your device camera. For example, if the application does not have access to your phone camera. Ensure that the browser or the app has access to your respective device camera. Alternatively, you can try the verification process on a different browser or device.
Address Verification
You have reached the limit of verification attempts.
If you run out of verification attempts, please reach out to our support team to see how we can help.
You uploaded documents that are not accepted.
Utility bills and bank statements are accepted forms of address verification. Make sure you’re uploading one of these documents.
The document you uploaded did not show your full name and/or your residential address.
If the document you uploaded has information cut off (like your full legal name or your residential address), it may be rejected. Make sure that when you’re uploading a document, all information is clearly shown and nothing is cut off or missing.
Your document is in a language with non-Latin letters.
If your document is written in a language that does not use the English alphabet, please follow the directions listed on the verification page.
Your document was cropped or altered.
Please make sure you’re uploading the entire document. If the document is cropped, cut off, or altered, it will not be accepted.
The document you uploaded was more than 3 months old.
Please upload a document that is less than 3 months old. Documents older than 3 months will not be accepted.
Address verification requirements
Address verification is an important step towards validating your profile on Acechange. Your document needs the following:
- To be an official PDF or scanned document showing your full name and home address. This can either be a utility bill, phone bill, or a bank or credit card statement.
- Addressed to you and match the address you entered.
- Needs to contain Latin or Cyrillic characters.
- If your document is written in a language that does not use Latin or Cyrillic characters, please translate and attach the following statement: “I hereby certify that this attached document is an official and accurate translation of my (document type). If found otherwise, Acechange has my authorization and full right to suspend my account and not refund the balance due to false information (Name and translation date)(Signature)”.
We do not accept the following:
- Documents older than 3 months
- Black and white documents
- Cropped documents
- Screenshots of a document
- P.O. box addresses
Here're the samples of great proofs of address. They are clear, legible, well lit, and have all the information we require:
Which countries are not supported?
Acechange is currently unavailable in the following countries:
- Aland Islands
- American Samoa
Unfortunately, if you live in a country on this list, you won’t be able to use Acechange at this time. We hope this changes in the future!
Account
How do I become a Acechange Agent?
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Why is my Acechange account frozen or restricted?
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Creating account on Acechange
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My public profile
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Dashboard
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Trusted/Blocked list
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Changing phone number
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Changing email address
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Account locked
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What "a user has blocked you" means?
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Closing account
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Fee
Buy and sell Cryptocurrency fee
When you buy cryptocurrencies from agent in the Acechange service, you purchase cryptocurrencies at the rate set on the Bitstamp Ltd. The fee charged by the agent is always stated in the local currency in which the transaction is processed. This fee is final and includes agent’s fee and the Acechange fee.
Acechange fee
- $ 3 for transactions less than $ 1,000 or equivalent in another currency
- 0.5% for transactions over $ 1,000 or the equivalent in another currency
Agent fee
- The agent sets 2 types of fees when creating an ad:
- Type 1: Applies to fees for transactions below USD 1,000 or their equivalent in another currency
- Second type: refers to fees for transactions above USD 1000 or their equivalent in another currency, this fee is charged as percentage of the amount
International transfer
The fee for international transfers is a combination of the fees of two agents - it consists of a fee for the agent who receives the transaction and a fee for the agent who sends the transaction. This fee is added to the Acechange fee and this resulting amount is the final fee paid by the sender of the transaction.
Acechange fee
- $ 3 for transactions less than $ 1,000 or equivalent in another currency
- 0.5% for transactions over $ 1,000 or the equivalent in another currency
Agent fee
- The agent sets 2 types of fees when creating an ad:
- Type 1: Applies to fees for transactions below USD 1,000 or their equivalent in another currency
- Second type: refers to fees for transactions above USD 1000 or their equivalent in another currency, this fee is charged as percentage of the amount
Partnership agent
How to become an agent
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What do I need to become an agent?
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How much do I earn money?
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What kind of behavior should I have for my customers
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What are my responsibilities?
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How do I resolve disputes?
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Payment method
How to choose a payment method?
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Can you use any payment method?
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Money transfer tips and tricks
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Help
Contact support
A support representative will review your request and will send you a personal response as soon as possible. This should only take a few hours, but in some circumstances, it could take a little longer. Our support is available between 10am and 6pm (GMT), Monday to Friday (excluding Bank Holidays).
You can get in touch with us through our contact form.
Acechange support will never contact you outside of Support@acechange.io. Be aware there are fake support emails who will impersonate Acechange and will try to trick you into providing personal account details over social media.
Reporting a Problem
Reporting malicious users is a way to keep yourself and the Acechange community safe. Here’s what you can report to the Acechange support.
Report an offer—If you come across an offer that’s suspicious or in clear violation of our Terms of Service, let us know.
Report a problem—Both sellers and buyers can report a problem with a trade, regardless of whether the trade is successful or not. Visit this page to see how to report an issue with your trade.
Report a scam—If you have become a victim of fraud or feel that another user is trying to scam you, immediately write to our support in the section "I want to report fraud". If the trade is already open, it is better to report this to us using the “Frozen trade” button.
All these reports will be reviewed by specialists and you’ll receive an update via email. Make sure that you’ve explained the problem in detail and submitted enough evidence.
Note:
If you want to report an issue but your trade hasn’t been cancelled yet, it is better to start frozen trade .
Submitting a Bug Report
Please contact us with a detailed explanation of the technical issue or bug on the website that you found. Please attach the screenshots and explain at which step it occurs.
Our support team will help you!
Legal Questions
All legal questions and inquiries should be directed to the Acechange support team for further instructions.
How long do you store my personal data?
Most of your data is stored for 5 years after you've requested account deletion. If you've never used your account for trades or transactions, your data is deleted 2 years after you delete your account.
What is the GDPR?
Most of your data is stored for 5 years after you've requested account deletion. If you've never used your account for trades or transactions, your data is deleted 2 years after you delete your account.
- Sentry.io - We use Sentry.io to help our developers find and fix errors with the service.
- Google analytics - We use Google Analytics web analytics data so that we can better understand how our services are being used.
- Sendgrid, Twilio, TM4B, Nexmo - We use a number of companies to help deliver email and SMS notifications
How can I correct errors in my personal data?
Most of the personal data that you have given to us can be corrected by yourself at the profile edit page.
For data such as your full name or other data that you notice is wrong you can contact customer support and let us know which data you want to correct.
Why cannot I send a transaction to a specific wallet address?
To ensure a safe platform, Acechange automatically blocks transactions to wallet addresses identified as high risk by our security system.
The most common reasons for this are wallet address association with:
- Fraudulent trading
- Scamming attempts
- Hacking/Phishing
- Malware
- Criminal activity
- Financing of terrorism
Make sure that your transaction is in accordance with our Terms of Service and try sending it to a different wallet address.
I've forgotten my username
You can use your email address instead of your username when you login. Just type it in the username field. If you’ve forgotten both you can open up a support ticket and we can help you with regaining access to your account.
I sent Bitcoins to the wrong address, can I get them back?
Bitcoin transactions are irreversible, once you’ve sent money to another Bitcoin address it is not possible for you or Acechange to reverse it. To get your Bitcoin back you can try to find the owner of the address and ask them to return the Bitcoin to you. Where did you get the address from, where did you send the Bitcoins? You can try to google the address to see if it is related to any Bitcoin service that has contact details or you can try using a service such as wallet explorer to see if the wallet is tagged as belonging to a Bitcoin company.
Please note that the same wallet can have multiple incoming addresses. The Bitcoin protocol ensures that Bitcoins are not sent to an address that does not exist, but they can be sent to addresses which are inactive or not controlled by anyone.
Safety tips
Our platform is created with a huge emphasis on security, however we can't prevent attacks on the customers caused by their careless behavior or too much trust. To help you not to become a victim of fraudsters, here are some general tips on how to identify an attempted fraud and keep yourself safe:
- If you sell cryptocurrencies, never release your cryptocurrencies until you have received the money. In case the agent prompts you to release the cryptocurrency before you have received the money, please contact us at our support in the I WANT TO REPORT FRAUD section and do not take any other steps!
- Always send money only to the payment details listed in the agent's ad.
- For international transfers, make sure that the recipient has actually received the money before you confirm that your recipient has received it. WARNING! You only have 24 hours to verify this!
- If you use CASH PICK UP, always meet in a public busy place where there is a large group of people! Ideally during the day and under the surveillance of cameras.
- If you have purchased cryptocurrency, but the agent has not yet released cryptocurrency after you insist, press the FROZEN TRADE button and contact our support.
- If you suspect an attempted fraud and have a trade open, it is important that you press the FROZEN TRADE button as soon as possible and contact our support.