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 is 5.25% for our Standard-service and 9.5% for our Express-service.
For sell order using our Standard-service our margin is 5%.
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 bitcoin. The price on your sell order is set when you send bitcoin 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 confirm and perform the transaction. This is called mining, read more here: About bitcoin mining.
Why does it take longer than expected to pay out my order?
Occasionally we need to stop order for additional controls, which prolongs the order time. This happens with less than 10% of our orders. After a completed exchange with btcx, you will receive 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 payment with credit card. 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 credit cards and SEPA. The price is more beneficial than with our express-service.
Seven days counts continuously when you exceed 10 000 SEK.
You can buy for a total of 10 000 SEK with btcx express within a seven day period. Meaning e.g. Saturday - Friday or Wednesday - Tuesday, not always Monday - Sunday.
Does BTCX support credit cards as payment method?
Yes. You can use credit cards to buy cryptocurrencies such as bitcoin at BTCX.
Why do I get an error message when I try to pay an order using a credit card?
There are several reasons a card transaction may fail. First, the card must be fully valid and contain the required funds. Some cards might need to be unlocked for Internet payments. Contact your bank for more information on that issue.
We’re currently unable to support business cards and prepaid cards.
If you’re still experiencing issues, don’t hesitate to contact our support. You find the contact form at the bottom of this page.
Refund of cryptocurrency?
Two exchange rates are 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 canceled after seven days.
Your payment is missing an order-ID.
If your payment is missing an order-ID, btcx cannot finalize 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: Money laundering. 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 incorrect personal information?
Your order will be blocked and you will receive 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?
Occasionally the customer can be contacted through SMS and this contact is not possible if number is not correct. The customer is obligated to make sure that their contact information is correct.
How do I cancel my order?
Orders through btcx standard are 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. Our support is only open from 12:00 AM to 18:00 PM every day through e-mail, chat or Facebook.
Why can I not sell for a larger amount?
Contact our support if you wish to sell for a larger amount.
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 receive an automatic e-mail with information. Reply to the e-mail and our support will help you.
Is it possible to buy other coins besides Bitcoin?
If you are looking to buy or sell other crypto assets than Bitcoin, please contact our OTC-desk.
Can I pay for a product or service through btcx?
No, btcx is only for exchanging cryptocurrency to your own wallet. If someone asks you to pay for a product or service through btcx, it may be fraudulent. Contact our support immediately if this happens.
Support opening hours for 2023
Weekends and holidays our chat is closed and we have limited support via email and Facebook.
Contact us via e-mail ator use the form below. When you get in touch with us, please make sure that you describe your issue clearly as it will allow us to help you in the best way possible.
If you're a registered customer, you can log in and have a chat with us directly. The link to live support can be found in the bottom right corner of the website.
If you have general questions you can get in touch with us via Facebook Messenger, click here https://m.me/btcxsweden to start a conversation with us.