Frequently asked questions

PiPExchange is an online currency exchange service for e-currencies, cryptocurrencies and fiat payment systems. We help you move value between wallets, payment processors and coins using our own reserves and partner liquidity.

We’re not a bank and we don’t provide trading signals or investment advice. Our role is simple: you send one currency, we send you another — as fast, transparent and safely as possible.

For most directions you can place an order with just your email address and payout details. However, creating an account gives you:

• Order history and tracking in one place
• Faster repeat exchanges (no need to re-enter details)
• Better support and easier verification if needed

Some directions and higher limits may require a verified account due to compliance rules.

We work with a mix of popular e-wallets, cryptocurrencies and fiat payment methods. The exact list can change over time as we add or remove gateways.

To see the up-to-date list, open the exchange calculator on the home page and check the “You send / You receive” dropdowns. Only directions we can process right now (with active reserves) are shown there.

If you don’t see your desired direction, contact support — sometimes we can process it manually on request.

No. PiPExchange is a conversion service, not a trading or investment platform. We don’t offer leverage, futures, staking or profits based on market movements.

You always know in advance how much you’ll send and approximately how much you’ll receive. Our job is to execute the exchange, not to speculate with your funds.

In most cases the flow is:

1. Choose the direction (for example: USDT → PayPal EUR) and enter the amount.
2. Check the calculated payout, rate, fee and limits.
3. Fill in payout details (for example: your PayPal email, bank details or wallet address).
4. Confirm the order. You’ll see a summary and a unique payment instruction.
5. Send the exact amount from your own account/wallet to the details shown on screen.
6. Wait for confirmation on the sending side (for crypto: network confirmations).
7. Once we receive your funds, we send the payout to your destination account.

You can track the status using your order number on the site or via the secure invoice link (for PayPal and some other methods).

Processing time depends on the direction and external systems involved:

• Crypto → e-wallet/fiat: usually after the required network confirmations.
• E-wallet ↔ e-wallet: typically within minutes during working hours.
• Bank transfers: depend on banking hours, weekends and local regulations.

Approximate processing times are shown on the exchange page for each direction. Large or unusual transfers can take longer if extra manual checks are required.

Common statuses include:

• Created / Pending payment – Your order is registered, waiting for you to pay.
• Payment received / In progress – We see your funds and are preparing the payout.
• Completed / Paid – We have sent the payout to your destination account.
• On hold / Verification – We need additional information or documents before we can continue.
• Cancelled / Expired – The order was cancelled by you or expired because payment wasn’t received in time.

If something looks unclear, send us the order number and we’ll explain the exact status.

Our rates are based on live market prices from liquidity providers, plus a small margin that covers:

• Network fees and gateway commissions
• Operational and risk costs
• Service development and support

We don’t hide extra fees inside unclear formulas. Before you confirm an order you always see: the rate, the total you’ll send, and the total you’ll receive.

For most directions, the rate is reserved for a limited time (for example 10–30 minutes) so you can make the payment peacefully.

If the market moves unusually fast, we may:

• Recalculate the payout and show you a new rate before you confirm, or
• Contact you to confirm the updated amount, or
• Cancel the order and suggest creating a new one.

We always try to inform you before making any change to agreed conditions.

You see our fee in two places:

• On the calculator when you enter an amount and select a direction (we show what you send, what you receive and our service fee, if any).
• On the dedicated “Fees & Limits” page for a more detailed overview across payment methods and currencies.

We don’t add “surprise fees” after you’ve already paid.

Limits depend on the specific direction and your verification level. You can always see:

• Minimum amount – the smallest order we can process efficiently after fees.
• Maximum amount – the largest amount we can process instantly from current reserves.

If you plan a very large exchange, please contact support in advance. We may split the order into several parts or reserve the liquidity specially for you.

In most cases we can only accept payments from accounts that belong to you personally (same name as in your documents and/or exchange profile).

Payments from third-party accounts, shared business wallets or money mules are a common source of fraud. Such payments are often held for manual review and may be returned minus network and processing fees.

Screenshots and payment confirmations help us:

• Match your payment with the correct order
• See the exact time, amount and sender account
• Investigate disputes with payment providers

We never ask for screenshots that contain your full password or sensitive security answers. Please hide such information if it appears on screen.

If the payout has not been sent yet, contact support as soon as possible with your order number and correct details. In many cases we can still adjust them.

If funds were already sent to the original destination, we usually cannot reverse that transaction. In that situation you need to contact the payment system or the wallet owner directly.

For smaller amounts and low-risk directions we may allow basic exchanges without full KYC.

However, international regulations require us to verify customers in many situations, for example:

• When your total volume becomes significant
• When you use specific high-risk directions
• When our anti-fraud systems detect unusual activity

In those cases we will ask you to complete KYC before processing further orders.

Depending on the situation, we may request:

• Government-issued ID (passport, ID card, driver’s license)
• Selfie with your document (for liveness check)
• Proof of address (utility bill, bank statement, tax letter, etc.)
• Proof of funds / source of funds for large or unusual transfers

We’ll always explain what we need and why, and we try to keep the process as simple as possible.

We follow strict internal rules and applicable data-protection laws. In short:

• We only collect data that is necessary to provide the service and stay compliant.
• We do not sell your personal data to third parties.
• Access to your documents is limited to trained staff who need it to do their job.
• We keep data only for as long as required by law or internal policy.

You can find more details in our Privacy Policy and AML/KYC Policy.

Security is not a single feature, it’s a process. Among other measures, we use:

• Encrypted connections (HTTPS) for all pages
• Hardened servers and segmented internal systems
• Access control for staff and internal actions
• Risk rules and monitoring for suspicious activity

We will never ask for your password or full seed phrase. If anyone contacts you and does that “on our behalf”, please consider it a scam and notify us.

We recommend that you:

• Use a strong, unique password for PiPExchange
• Enable extra security features (such as 2FA) once available
• Always access the site through the official domain and bookmarks
• Don’t share screenshots that reveal your full login details

If you suspect that your account or email has been compromised, contact us immediately.

Always double-check addresses, account numbers and emails before confirming the order.

If you notice a mistake before we send the payout, contact support right away. We’ll attempt to correct the details.

If the payout was already sent to the wrong address or email, in most cases: the transaction cannot be reversed. We can provide confirmations and transaction logs, but you’ll need to work with the payment system or wallet owner.

First, check that:

• You sent the exact amount shown in the order.
• You used the same payment details as displayed (no typos in address or memo/tag).
• The payment has been successfully processed on your side (no “pending” or “reversed” status).

If everything looks correct, contact support and send:

• Your order number
• A screenshot or link to the payment proof
• The transaction hash (for crypto) or reference ID (for e-wallet/bank)

We will locate your payment and update the status manually if needed.

Sending the wrong amount almost always requires manual handling:

• If you sent slightly less, we may reduce the payout proportionally.
• If you sent more, we may either increase the payout or partially return the excess.

In any case, contact support and do not create multiple new orders trying to “fix” it yourself — that usually makes it slower to sort out.

If your transaction is stuck without confirmations because of a low network fee, we unfortunately cannot speed it up from our side.

Depending on the blockchain and your wallet, you may be able to:

• Use “Replace-By-Fee” (RBF) or “speed up” options in your wallet
• Wait until the transaction is confirmed or dropped from the mempool

We will process your order immediately once the network confirms your transaction.

We treat public reputation seriously. Our goal is to be listed on major monitoring platforms (such as BestChange and similar services) so that you can compare our rates and reviews with other exchanges.

Once we are listed, we’ll add direct links to our monitor profiles on the website so you can easily see:

• Total processed orders and volume
• Average processing time
• User ratings and detailed feedback

Until then, we focus on transparent communication, live reserves display and clear support so you always know what’s going on with your order.

We encourage honest feedback. You can usually find or leave reviews:

• On independent monitor sites once we’re listed there
• On public review platforms linked from our website footer
• Directly in our support chats or email (for private feedback)

Real reviews & statistics help new users feel safer and help us improve the service.

You can reach us via the channels listed on the Contact / Support section in the footer. Typically we provide:

• Online chat on the website
• Email support
• Selected messengers or social channels (where clearly indicated)

When writing to us, please include your order number, direction and approximate amount so we can help you faster.

Yes. If you have a website, community, bot, or other traffic source that fits our profile, you can apply for the Affiliate Program.

For larger collaborations (for example, white-label solutions, dedicated limits, or custom payment flows), contact us with a short description of your business and we’ll discuss a tailored partnership.

No. All information on PiPExchange, including this FAQ, is provided for general guidance about how our service works. It is not financial, investment or tax advice.

Please consult a qualified professional if you’re unsure about how currency exchanges, crypto or e-wallet transfers may affect your situation.