Do you charge a fee when I exchange cryptocurrency?
No, BTCX doesn’t. But read on… (there are different kinds of fees).
When you place your order with us you will see what you get with the current purchase price. In order to always get exactly what you pay for (neither more nor less), the final rate is set after you have made payment. Otherwise, during the time it takes to make the payment, the rate might have changed and it could then happen that you get less than what you paid for, and we do not want that to happen.
When you place a sell order, the rate is set when we receive your bitcoin, according to the same principle.
So BTCX sells cryptocurrency to you at a specified price.
However, we have a profit margin. We have bought cryptocurrency at a lower price than what we sell it for.
Our profit margin varies between 5.25-9.5% depending on which of our services (Standard or Express) you use.
You always get the best price when you create your own account on Standard BTCX.
The Bitcoin network’s own transaction fee must always be paid when sending bitcoin. This fee does not end up with BTCX, but with the network itself and those who have committed their computer capacity there.
When you trade with us, you can choose whether you want to pay the transaction fee yourself, or if you want BTCX to pay it for you. When we charge your fee, your order takes a little longer to process, that is the only difference. You can see more information about this when placing your order.
When is my exchange rate set?
The price on your buy order is set when btcx sends you cryptocurrency. The price on your sell order is set when you send cryptocurrency to btcx.
What is a transaction fee? Who earns on the transaction?
The transaction fee is charged by the bitcoin network, never by btcx. The fee (or reward) is allocated between the computers that confirms and performes the transaction. This is called mining, read more here.
It takes longer than three minutes to pay out my order?
Occationally we need to stop an order for additional controls, which prolonges the order time. This happens with less than 10% of our orders. After a completed exchange with btcx, you will recieve the coins in your wallet after a confirmed transaction in the blockchain network.
What is the difference between btcx express and standard btcx?
Express: May be used without registration and payments are only accepted trough Swish. You can buy for a maximum of 10 000 SEK within a seven day period. It is fast and easy, but the price is slightly higher.
Standard: You need a verified account at btcx and you can then buy and sell an unlimited amount of cryptocurrency. Possible to pay with Swish, bank giro, Internetbanken and SEPA. The price is more beneficial than with our express-service.
Is it possible to get a refund through Swish?
We DO refunds through Swish! Since the launch of Swish e-commerce in spring 2019, refunds via Swish is available.
Never again a bank transfer. It’s great.
Refund of cryptocurrency?
Two exchange rates is present during a refund: the first one when you send cryptocurrency to btcx. The price is set in SEK, which is the amount paid to your bank account. The second exchange rate will set in if you then cancel your order and want to be paid back in cryptocurrency. What is refunded to you is that amount set to the current exchange rate.
If I do not pay for an order, will I owe you money?
No, an unpaid order is automatically cancelled after seven days.
Your payment is missing an order-ID.
If your payment is missing an order-ID, btcx cannot finalise your exchange. Your money needs to be repaid. btcx will contact you with instructions if this happens.
Do I have to send cryptocurrency to and from my own wallet?
It is not allowed to buy cryptocurrency for others, or sell other people’s coins. You should therefore only use a wallet that you have full control over when you buy, and only send cryptocurrency from your own wallet when you sell. You can however sell or give away coins to anyone.
What happens if someone else pays for my order?
We cannot carry out an order paid by someone else and therefore we need to refund the money. Contact us as soon as possible if this has happened. This is a security routine and a part of btcx statutory work against money laundering. Read more about the law here. The law states among other things that btcx needs to confirm your identity before an exchange can be made.
What happens if my order contains incorrent personal information?
Your order will be blocked and you will recieve an e-mail and text message.
We will then resolve the matter together.
Is an e-mail address personal data?
Yes. Your orders are personal, and your e-mail address is tied to you together with other user information you provide us with. Using an e-mail that is registered to another account means that btcx cannot complete the exchange.
What happens if the mobile number of an order is incorrect?
If a payment is swished from another number than the one stated in the order, we will arrange a refund. The first step is for you to contact our support.
How do I cancel my order?
Orders through btcx standard is canceled in your order list. Orders through btcx express can be canceled if you send us an e-mail. It is only possible to cancel an order before the exchange has occurred.
Below 18 years - Can I buy if I am younger than 18 years?
Yes, with parental approval. A form will be sent via regular mail for your legal guardian to sign when you place an order. Your guardian can choose to approve your order, approve future orders or cancel the order for a refund. btcx will complete the order when the letter is sent back with your instructions.
Can I buy and sell during the night?
Yes, you can use our services 24-hours a day, all year. The e-mail support is open from 10:00 AM to 22:00 PM.
Can I sell to a foreign bank account?
No. At this point in time it is only possible to sell to swedish bank accounts.
Why can I not sell for a larger amount?
Contact our support if you wish to sell for a larger amount.
When will I receive money after selling cryptocurrency?
One or two banking days after a confirmed transfer to our btcx wallet.
Can I buy from my company?
Yes. Contact our support if you wish for a business registration, and they will help you to get started.
What happens if I pay another amount?
Your order will be stopped and you recieve an automatic e-mail with information. Reply to the e-mail and our support will help you.
Need help with anything related to our services? Our support staff is always ready to help you out. Via e-mail (click to display email address) and the form below we are up and running weekdays between 10:00 to 22:00 and weekends 12:00 to 20:00. When you get in touch with us, please make sure that you describe your issue(s) clearly as it will allow us to help you in the best way possible.
Should you need to talk to us directly, give us a call on (click to display phone number). We are available 12:00 to 18:00, Monday to Friday. Should the line be busy, please do leave your name and number. We will get back to you as soon as we can.
You are also very welcome to use Facebook Messenger to get in touch with us, click here http://m.me/btcxsweden to start a conversation with us.
Corporate customer service - Telephone & E-mail
If you have a corporate account, please get in touch with us on (click to display phone number).
Corporate customer service is open Monday to Friday, 12:00 to 18:00. Via e-mail, (click to display email address) we’re available weekdays between 10:00 to 22:00 and weekends 12:00 to 20:00.