This score is based on the feedback dated back to 2017. For more actual representation, you can visit other sources such as Trustpilot or Sitejabber. We are looking for ways to improve this score but it takes time as the trust score is hard-earned time-consuming.

Hello!

As you can see, we've refunded BTC to the customer as it was agreed with him before. Our team strives to solve every case with maximum attention to details and in the minimum time possible. Unfortunately, due to technical difficulties in some situation, it can take a longer time to deliver funds to customers. In case you had any difficulties with us, please indicate them so we could attend to the matter as well.

Regarding KYC checks, we wouldn't like to disclose specific criteria of our system for the reasons of security so that potential fraudsters won't be able to use them for their malicious activities. It's necessary to say that if a customer refuses to undergo verification, the funds will be surely returned so we don't lock them. There are also plenty of cases when we assisted exchange services with detecting frauds. For example, the recent case with Buthumb hack - > https://changelly.com/blog/bithumb-hack/. However, most transactions are still processed anonymously (99,5%). For more information about our AML/KYC policies, please follow the link: https://changelly.com/aml-kyc.

Hello!

Your funds were refunded in full (the exact sum we had received from you, namely   0.004688 BTC), no network fee was withdrawn from this amount.

As regards your Binance deposit address, we had sent your funds to the wallet address you had provided to us, not to any other address. If there is still anything unclear, please specify your query and we'll look into the matter.

Once again, we are sorry for your experience with us yet we hope that we'll be able to restore your faith and trust in our services. Unfortunately, delays are inevitable in the world of crypto. We are working hard in order to minimize them but unfortunately, not everything can be fixed shortly.

P.S. Our tech team restored NEO so the coin is working stable now.

Thanks for your understanding and patience!

Hello!

Changelly representative is here. First of all, please accept our sincere apologies for the distress and the delay. We are sorry to hear that you as a loyal customer for a long time has had such an unfortunate experience with us and will try to sort the problem out in the near time.

We'll take necessary measures to develop communication in terms of providing clear information to our clients. Also, we do assure you that your coins won't be lost and once ongoing complications with NEO are resolved by our technical department, you'll receive your coins. Unfortunately, the technical issues turned out to be more complicated than we expected hence, it takes a longer time to eliminate them. However, our tech team is doing all in their power to fix NEO in the shortest terms possible and speed up these processes. As for now, NEO is likely to be switched on tomorrow but still, the asset requires special attention from our tech team. So, we'll keep an eye on your case and contact you immediately once the coin is fixed.


Let us clarify the matter. Basically, the refund wasn't available due to the fact that your funds have been already converted to BTC. Therefore, there is no opportunity to refund your coins via our system. But we can see how painful and stressful this case is for you so our team can, on an exceptional basis, refund your BTC from an exchange market.

We've already contacted you via e-mail and are looking forward to your decision.

Should you have any questions about our services, please ask us! We'll do our best to help you!

Hello! Changelly is here:) In case you are in touch with CLAM representatives, please forward this form for listing: https://goo.gl/forms/cVlP8mRq8033pIDA3. Our team will familiarize with the info and contact CLAM community once we decide to partner. Thanks!

As we all know that the world of crypto is volatile, we suppose it would be better to check the current price on our website - https://changelly.com/exchange/usd/btc to obtain a more accurate assessment of exchange rates.

KYC checks are not mandatory as we have the special risk-scoring system that is able to spot suspicious operations and also track transfers from blacklisted addresses. You are welcome to check our KYC policies here - > https://changelly.com/aml-kyc. Should you have any questions about AML/KYC at Changelly, please don't hesitate to ask! We'd be happy to clarify the matter!

Hello! We investigated the issue regarding your transaction and, your funds were actually stuck in Changelly wallet. We successfully refunded coins to your wallet address. Please kindly check the hash: https://www.blockchain.com/ru/btc/tx/9303b8ee192b723f0927d068554e0772d2b349c28b39b42610777517af320951. Should you have any difficulties with your transaction, please contact our support team at support@changelly.com. They work 24/7 so you'll get the prompt response anytime.

Hello! According to our database, your transaction was successfully completed on our end. here is the proving hash:https://www.blockchain.com/btc/tx/04ab4ae86ebb7607b31a70e3eb248d812947cd43b1b02aead76603238ef93d53. If you still haven't received your money, you can sync your wallet with the blockchain, update it or contact the support team of your wallet. That should work.

If any questions arise, don’t hesitate to ask!

So, was your transaction completed on our end, right? Please accept our sincere apologies for all the inconveniences caused. It's necessary to mention that sometimes technical issues could give rise to delays in payments and more often these delays do not depend on us such as blockchain queues, coins' updates etc. However, we hope you'll give us a chance to make it better and restore confidence in our brand next time.
 

Hello! In case you are experiencing difficulties with your transaction, please contact our support team at support@changelly.com. Also, kindly take into consideration that sometimes technical issues could give rise to delays in payments and more often these delays do not depend on us. In order to understand what happened with your exchange, please provide us with tr-n details.

Hey! Our fee for crypto-to-crypto transactions is always 0,5%. In case you mean fiat-to-crypto transactions, they are processed alongside our card payments providers that have to cover their own risks of chargebacks and fraud, hence, the exchange rate might be slightly higher than a market one. We'd like to point out the fact that an estimated amount is always displayed beforehand so that customers may evaluate the exchange rate and take a decision before sending funds to us.

Thanks for asking! Due to recent updates in the ARK network, we had to temporarily switch the coin off in order to configure our system and stay compatible with the relevant ARK set-up. There is no ETA yet, however, our technical department is working hard in order to return ARK to our service as soon as possible.

Please let us clarify the matter. According to our database, your transaction was processed within 33 minutes that fits the approximate time frames indicated on our website (5-30 minutes). However, it is important to mention that as it is stated in our ToS, Changelly cannot guarantee the uptime of the exchange due to an unstable character of cryptocurrencies. Coming back to details, you had initiated your transaction at 17:10 UTC 04/12/18 and it was added to the blockchain at 17:15 UTC. You can make sure with the hash represented in your Changelly account. Please remember that we cannot start an exchange before we receive funds from our customers. The conversion was completed at 17:48 UTC. We proceeded to exchange at 17.19, for our system requires several confirmations from the blockchain before it can proceed to conversion.
Even if we don't take these 4 minutes into account, your transaction was completed in time. The exchange was processed correctly and at real-time rates. What is more, the amount you intended to receive stood at 5.61777 ETH but eventually you got 5.686095600555120908 ETH so that is 0,07 ETH more than expected.

Should you have more questions to us, please don't hesitate to ask. We'd be happy to assist in order to eliminate any misunderstanding.

Hey! May we know what happened with your transaction? By the way, our support team works 24/7 and you can always reach us out at support@changelly.com or via a live chat in case you are experiencing any difficulties with your exchanges. If you have already contacted us, please specify the number of your ticket.

Hey! Need to clarify once again. The issue was NOT related directly to Changelly. As you may see, topic starter had no issues with our service. Exchange was happened via pretty other service. ChangeNOW use our API for some trading pairs, that's right. As well, as many other reputable business partners do. But for BCH-BTC pair ChangeNow don't use our API, most probably they have their own trading engine or something else, we don't know. User had the deal with ChangeNow, accepted their terms of use before deposit. As far as we understand, transaction was blocked by ChangeNOW due to KYC/AML policy violation with fake documents. Changelly have no access to that funds. Unfortunately we can't help. Please, contact ChangeNOW directly to complete legal investigation.

Please understand that we have no deliberate targeting. Of course, nobody is immune to issues but if they occur we do our best to solve them in the shortest terms possible. It is also important to note that in some cases we cannot assist our customers - when funds are sent to the wrong wallet, for instance. However, we are open to communication and always ready to help users with any complications but in terms of our service ONLY.
Due to the fact that our API is available to the public, we have no control over third-party services. Customers are solely responsible for their use and agree to comply with all terms and conditions applicable to third-party services.

Therefore, we strongly recommend contacting ChangeNOW where the transaction in question was processed.

Changelly is part of cryptocurrency ecosystem that has to implement KYC procedure to comply with the regulators' policies. To be fair, suspending transactions, if detected, is a common practice in every financial structure.
It is necessary to say that we always warn users about KYC check BEFORE they send a deposit to us. Sending money to Changelly is not possible if the box is not ticked. Please check - > https://imgur.com/a/vMjGbG9. If not ready, customers must refuse from performing a transaction.
We all need to understand that the government regulations is an inevitable side-effect of mass adoption, so we need to stick with common sense and provide users with the best experience possible in the current circumstances. That’s why 99,5% of overall transactions are still processed anonymously on our service.

Once again, the customer didn't use Changelly for the transaction that got subjected to KYC check. Hence, we do recommend to contact the support team of the relevant service on all matters.

The matter is that the author's transaction wasn't processed on Changelly. We have no access to any data concerning the user's transaction.

Changelly is officially incorporated in Malta and our activity is fully compliant with Malta legal framework. What is more, our company is one of the leaders on the market with 3 years of trustworthy service provided for more than 2M customers. Please take into consideration that Changelly offers publicly available solutions like API and a white-label that are widely used by exchange companies like Excap, Coinswitch, ChangeNOW and many others. We are also struggling with many fishing services that have no connection with Changelly at all. As we could understand, the transaction in question wasn’t even initiated via our service but via ChangeNOW. It is significant to mention that we are not responsible for any transactions performed via services using our API as literally everyone can use it and create their own exchange services.