Frequently asked questions

1. On the main page of the site, you need to sеlect the currency “I GIVE” and the currency “I RECEIVE ”.
2. On the next page you need to read the information at the top of the page, fill out the details, indicate the amount of exchange and click the “EXCHANGE” button, then check that the details are filled out correctly, read and agree to the rules of the service, click the “< b>CREATE A REQUEST.”
3. After creating an application, read the terms and conditions on the application page, click the “GO TO PAYMENT” button, as a result of which you will receive all the details for paying for the application.

On our website, all exchange directions are automatic and there is no need to write “I PAID” in the chat. After automatic verification of the payment, your application will be processed by the system.

If you receive the error while making a payment to the Tether TRC20 wallet issued by the system:Sending TRC20 to the new account will not activate it.

This means that the Tether TRC20 wallet needs to be activated. To activate a new account, you need to transfer any amount of TRX to it, for example, 0.0001 TRX, which is approximately $0.00001.

Before sending Tether TRC20, send the minimum amount of TRX allowed by the wallet to the wallet issued by the system. After that, the payment with Tether TRC20 will become available.
These restrictions are a feature of the Ledger wallet and the TRON blockchain.

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Yes. We have a very clear and transparent affiliate program, you can read its terms and conditions at the link Terms of participation in the affiliate program

Any registered user, making any exchange, already participates in the formation of his cumulative discount with its terms. You can read it at the bottom of the page Terms of participation in the affiliate program< /a>

After achieving any of the stages of this Loyalty Program of ours, you receive a coefficient that is applied to the formation of a more favorable exchange rate specifically for you with each subsequent exchange (discount on any exchange in any direction).

You can find more detailed information after registering in your Personal Account.

Bitcoin exchange operations take place only after receiving 1 confirmation from the Bitcoin network. Usually you just need to wait for the first confirmation of the Bitcoin network

But there are cases when an application is deleted, this happens automatically if:

• Payment for the application was not received within 30 minutes
• An amount was transferred that does not match the amount in the application.

Transfers in the Bitcoin system may remain in the “Unconfirmed Transaction” state for a long time. The speed of confirmations depends on the following factors:

1. Crypto network congestion – the more unconfirmed transactions in the bitcoin network, the longer it will take for the transaction to be confirmed: www.blockchain.info/ru/ charts/mempool-count
2. Small commission – in the “crypto network”, transactions with a large reward to miners are the first to be validated. In some cases, if you save a lot, the confirmation procedure may take several days.
3. Jumps in the cryptocurrency rate also increase verification time.

On average, the transaction confirmation time is 15 minutes – 2 hours, but it is often longer; it is quite difficult to predict the confirmation time more accurately.

If you have already paid for the application, but it has not yet been completed, you can refuse the exchange in accordance with our regulations. According to clause 13.2 of our rules: if the client has paid for the application, but due to circumstances wishes to refuse the exchange, the refund is made minus 3% on the payment amount, commission within the payment system network and the exchange rate difference (if the exchange rate has changed by more than 3%)

If the application status is completed, unfortunately, canceling the exchange is technically impossible.

Unfortunately, we will not be able to refund your funds. The only thing we can do is provide the details of where the funds went. Be careful when entering data!

All exchanges are made only through an application on the website https://coco-pay.com/, in the application you will receive all the necessary details to complete the exchange . If you are offered to make an exchange in a telegram, you have fallen for scammers who represent themselves as us. Please be sure to let us know about such cases so that we can take action!

All our official contacts for communication are listed on the “contacts” page: https://coco-pay.com/feedback/

Yes. To do this, during business hours you need to contact the operator via online chat and discuss the details of the exchange there. We will try to provide our reserves with the necessary funds for your operation.

We need to know that the card is in your hands and that it is you who are making the exchange. Many scammers try to use stolen data to transfer funds without having a plastic card in hand. Therefore, verification is a simple but fairly reliable way to protect our users.

To verify the card, you need to register on the CocoPay website, then go to the section (Your accounts), add an account, take a photo of the card according to the example and send a verification request.

Step-by-step guide:

1. Register on the website Registration
2. Go to the section “Your accounts”
3. Click the “Add account” button, sеlect the card of your bank (or Visa/MasterCard if your bank is not in the list)
4. Fill in the card number (if your card has 16 digits, leave one field blank)
5. Click on the red inscription: “Not verified”, you will see a sample photo for verification
6. Take a photo for verification using the sample
7. Photo requirements:
   The photo of the card must show the first and last 4 digits of the card. The rest of the data can be closed in the background (behind the map), the monitor with the open tab of our website should be visible.
8. Send this photo for verification

Processing of applications for card verification takes place within 5-10 minutes during the operator’s working hours (from 10:00 to 24:00 Moscow time)

We send funds within 1-5 minutes after receiving payment from you.

All exchange directions on CocoPay work automatically; payment confirmation is not required. The system will determine your payment automatically in about 1-5 minutes.

On average, enrollment requires from 2 to 6 confirmations. For more details, check with the service where your Bitcoin wallet is registered.

The speed of confirmations depends on the following factors:

1. Crypto network congestion – the more unconfirmed transactions in the bitcoin network, the longer it will take for the transaction to be confirmed: www.blockchain.info/ru/charts/mempool-count
2. Small commission – in the “crypto network”, transactions with a large reward to miners are the first to be validated. In some cases, if you save a lot, the confirmation procedure may take several days.
3. Jumps in the cryptocurrency rate also increase verification time.

Exchanges below the minimum amount are not possible.

According to the terms of the exchange through which cryptocurrency payments are accepted, our exchange office does not interact with the:
– grinex.io
– bitpapa.com
– capitalist.net
– rapira.net
– meer.kg
– Aifory.pro
– terminal.cash
– nobitex.ir and any Iranian or other platforms from similar sanctioned countries
– SkyCrypto.net
– FlashObmen.com
– 60cek.net
– hd-change.com
– CoinBlinker.com
– Metka.cc
– AlfaBit.org
– Heleket
– ​​Vexel
– Fun Pay
– WebMoney
– Freekassa
– Yobit
– exmo.com
– exmo.me
– Crypto Cloud
– Cripta
– BitBits
– Nix Money
– Bixter
– Payeer.com
– HTX.com (formerly known as Huobi)
– CryptoCloud
– xRocket.tg
– WebMoney
– Arvix.pro (abcex.io)
– Prostocash
– Cripta
– CoinStart
– Kassa.cc
If financial monitoring or the AML department of the exchange detects cases of deposits from these platforms, the funds will be blocked.

We remind you that we do not work with sanctioned platforms, the list of the most popular is given below:
– Garantex
– Hydra
– Blender.io
– Lazarus Group
– Genesis Market
– ChipMixer
– Shinbad
– Bitzlato
– netex24.net
– BTC-e / FinCEN
Other high-risk entities.

We would like to draw your attention to the importance of AML ( Anti-Money Laundering) and its role in protecting our service and all its users. AML policy is designed to combat money laundering and terrorist financing, as well as to protect legal business structures and prevent possible financial risks.

We strictly follow the principles of AML policy to ensure the security and protection of our service and our users from possible risks. Because of this, we employ strict verification and monitoring measures for all transactions on our platform, using leading services in the field – Crystalblockchain and AMLCore.

At the same time, we would like to note that the connection with dirty entities can be both direct and indirect. Therefore, to ensure maximum protection and prevent possible financial risks, we make sure to analyze the following categories of entities:

1. • Sanctions
   • Special Measures
   • Terrorist financing
   • Child abuse material (materials related to child abuse)
   • Fraud shop (scammer shops)
   • Illicit actor-org (illegal organizations and actors)
   • Darknet market (markets on the darknet)
   • Ransomware (extortion)
   • Stolen funds (stolen funds)
   • Scam (deception)
   • High risk jurisdiction
   • Mixing (mixing products)

Transactions containing funds associated with these entities will be stopped by the anti-fraud system. At the same time, transactions that have a direct connection with dirty entities are subject to stricter verification and require mandatory verification of the sender.

We urge you to comply with the AML policy of our service and be careful when conducting financial transactions. By following the rules and principles of the AML policy, we can ensure maximum security and protection of our service and all its users.