Frequently Asked Questions (FAQ)

You choose the coins and the amount, enter the receiving address, and get a payment address and an order number. Once your payment arrives and has the required number of network confirmations, we send the payout to your address. You can track the order status online by order number or by the order link.

No, there is no personal account. The order is created right on the exchange page: just specify the coins, the amount and the receiving address. Save your order number (BW-…) and the order link: you can use them to check the status and to contact support.

The current list of coins and networks is shown on the exchange page: BTC, LTC, ETH, SOL, BNB, TRX and USDT on the TRC20, ERC20 and BEP20 networks. The list of available coins may differ between automatic and manual mode, so rely on what is shown in the form.

In automatic mode the payout is made without an operator once the payment is confirmed on the network, with a 1% fee. In manual mode an operator reviews the payout, with a 1.5% fee. If automatic mode works for you, choose it: it is faster and cheaper. More details: automatic or manual exchange.

The market rate at the time the order is created, including the service fee. The rate is fixed when the order is created, and you see the final amount you will receive before creating it.

The service fee is 1% in automatic mode and 1.5% in manual mode. It is already included in the final amount you will receive, which you see before creating the order.

The service fee is included in the rate and shown in the form before the order is created. Separately, you pay only the network fee for sending your coin from your own wallet: its size is determined by the network and your wallet, and the service has no influence on it. More details: service and network fees.

No, the rate is fixed at the moment the order is created. You need to send the payment before the order expires, and the amount must match the one specified in the order.

After the payment is confirmed on the network, the exchange itself and the payout usually take a few minutes. Most of the time goes to network confirmations of the coin you sent: it depends on the blockchain and its load, not on the service. To learn how many confirmations to wait for, read the article how long to wait for confirmations.

A payment address is issued for each order and is valid for up to 2 hours. Send the payment before it expires and do not reuse the address for new payments.

A confirmation means your payment has been included in a block. For the payout to be safe, we need to wait for a certain number of confirmations: it depends on the network and is shown in the order.

It is an additional tag that some networks and exchanges require to identify the recipient. If the form has a tag field for the selected coin, fill it in exactly as shown in the recipient's wallet or exchange. Without the correct tag, the payment may not be credited. More details: memo and destination tag.

The order shows the transaction ID (txid). You can paste it into the blockchain explorer of the relevant network to see whether the coins have been sent and how many confirmations they have. Guide: how to check a txid in an explorer.

The order is passed to an operator for manual review. Do not send the payment again: contact support with your order number and txid. More details: underpayment and overpayment.

No, the funds are not lost. The order will go to review, and an operator will advise on the next steps. Send support your order number and txid.

Do not send the payment again. An order with a payment on a different network or after the deadline is handled manually by an operator via support: send your order number and txid. To avoid a mistake, check the network in the order and in your wallet before paying, see USDT networks: TRC20, ERC20, BEP20.

Funds sent after the deadline are handled manually by an operator. Contact support with your order number and txid, and we will advise on the next steps.

In automatic mode, the coins are returned to the refund address you specified. In other cases, the refund is determined by an operator after reviewing the order. Transfers to incorrectly entered details cannot be cancelled or refunded, so check the address and network carefully. Full terms: service rules.

First, check by txid in a blockchain explorer whether your payment has reached the required number of confirmations: under heavy network load this can take longer. If there are enough confirmations but the status does not change, contact support with your order number and txid.

The service's only official domain is bitwhite.net. Bookmark it and check the address in the browser bar before every exchange. Official contact channels are listed on the “Contacts” page. Signs of fakes: how to spot a fake exchange service.

Never. The service does not ask for a seed phrase, private keys or wallet passwords. If someone asks for them on behalf of BITWHITE, they are scammers: do not share anything and let us know.

No. Do not trust messages from anyone who contacts you first and offers an exchange or “help” with an order. For order questions, write only through the official channels on the “Contacts” page.

End-to-end encryption (E2EE) is used for communication: the content of the conversation is available only to you and the operator. See the current ways to get in touch on the “Contacts” page.

Write through the official channels on the “Contacts” page. Include your order number (BW-…), the coin and the amount, and the txid if the payment has already been sent: this helps support find your exchange faster.

All terms are collected on the “Rules” page: creating an order, exchange modes, payment, payout, refunds and customer responsibility.