$ % Guides &

FAQs

FAQs !

1. Why is there a delay for

customers to receive their coins?
In general, if all KYC documents are provided
correctly, a customers’ orders will be fulfilled
automatically. However, if there is a delay, this could
be due to:

Payment method that customers used. For

example, if customers chose Bank Transfer (e.g.
iDEAL, Faster Payment or SEPA), this could take
up to 2 business days for Banxa to receive the
fund from customers (this means it will be longer
if customers put orders during weekends). Only
when we receive the fund, then we will be able to
transfer coins to customers. For SEPA payments,
we also do require customers to send a receipt
confirming the transfer.

Please help us to identify the payment methods that

customers used to purchase coins and the time they
made the order and assist us in advising customers
accordingly.

Customer KYC information is incomplete or does

not meet requirements. For example, customers
sent through ID but the quality is not readable or
with glare. Or the selfie that customers sent
through was taken from a long time ago, when
we require the selfie to be taken within 24 hours
of the time order placed. For these cases, we will
have to review the order manually and we will
send SMS/emails to customers requesting for
new/further information. Please kindly assist in
asking customers to check their emails and
email’s spam inbox for Banxa communications.

2. What is KYC?
KYC means "know your customer." It refers to a
financial institution’s obligation to carry out certain
identity and background checks on its customers
before allowing them to use products or platforms. It
is part of a broader set of measures that regulators
around the world use to fight money laundering. In
other words, it stops bad actors from hiding the illicit
source of their money behind legitimate financial
activity.

3. What KYC information does

Banxa require?
We require the following information for each
customer:

First Name, Middle Name (if any), Last Name,

Date of Birth, Address and Country of Residence
Documents to be provided:

1. If passport, then an upload of the photo page

2. If driver license, then an upload of the front and
back of card
3. If ID card, then an upload of the front and back
of card

Selfie of customer holding their ID. The photo

must be new and taken within 24 hours.

Please note that for high-value transactions, in order

to avoid customer scams and fraud, we might also
contact customer to request proof for their source of
funds.

4. Does Banxa have 24/7 customer

support?
Yes, we have 24/7 customer support. Customers can
reach us at support.banxa.com

5. Can partners reach out to Banxa

for end-user support?
Absolutely, please feel free to contact your
designated Account Manager if you would like us to
assist in any way. In order for us to support an order
inquiry, please kindly quote the Order Reference or
Customer information (email address or full name
used for the order).

6. What are the transaction limits?

Please refer to this table for transaction limits by fiat.
Payment Transaction Transaction
Region Country PaymentMethod FiatCurrency MonthlyLimit TransactionSpeed
Surcharge Minimum Maximum
USD US$30 US$15.000 US$60,000
AUD AUS30 AUS15.000 AUS60.000
AED 120dh 60.000dh 260,000dh
BRI R$190 R$3.300 R$26.000
CAD CA$30 CAS10,000 CA$85,000
CHE CHE30 CHE15.000 CHE64.000
CZK K£500 K£50,000 K£130,000
DKK kr.100 kr.30,000 kr.420.000

EUR €30 €14,000 €60,000

GBP £30 £14.000 £60,000
HKD HK$200 HK$50,000 HKS450,000
IDR Rp490000 Rp8250000 Rp66000000
INR 82500 850,000 840.000
JPY ¥4.000 ¥800,000 *3,000,000
135+countriesforVisa/Mastercard Visa/Mastercard KRW W40,000 #18,900,000 W81.000,000
Global 1.99% M$700 M$20.000 M$100.000 Instant
AllcountriesinwhichApplePayis
ApplePay MYR RM140 RM2400 RM20,000
available
NOK 200kr 60.000kr 700,000kr
NZD $30 $10.000 $85.000
PHP P1700 P30.000 P300.000
PIN 70zl 17.000z! 170.000zl
QAR 1203.J 59,000.› 250.000€3
SAR 120Jb; 61,000U) 260.000b
SEK 200kr 50.000kr 600.000kr
SGD $30 $10.000 $85.000
THB 1.100 20.000 200.000
TRY $200 $10.000 $65.000
TWD $950 $16.000 $130.000
770.000d 13.000.000d 104.000.000d
VND

ZAR R520 R50.000 R400.000

PavID/Osko/NPp Free AUD $30 $50.000 $500.000 Instant
Asia/Pacific Australia
POLiPayments(OnlinePayments) Free AUD $30 $50.000 $500.000 Instant

AIl SEPA(BankTransfer) Free EUR €30 €14.000 €150.000 Instant

Europe Netherlands iDEAL(BankTransfer) Free EUR €30 €14.000 €150.000 Upto1businessday

UK FasterPayments(BankTransfer) Free GBP £30 £6.000 150.000 Instant

Interac(BankTransfer)
North Canada Free CAD $40 $10.000 $70.000 Instant

America
UnitedStates WireTransfers(stillundertesting) $15 USD $100 $10.000
3hours-2businessdays,depending
$100.000
onend-userselctioninOnlineBanking
South
Brazil PIX(BankTransfer) Free BRL R$50 R$10.000 R$200.000 Instant
America

7. Which chain of USDT that Banxa

support
We support ERC20, Polygon, Binance Smart Chain,
Tron, Arbitrum, zkSync, Optimism and Loopring.

8. Which digital assets that Banxa

support?
Currently, Banxa offers the following
cryptocurrencies. The best way to confirm the last
availability will be via our live app.

BTC (Bitcoin)
LINK (ChainLink)
ETH (Ethereum)
LTC (Litecoin)
USDT (Tether)
BUSD (Binance USD)
USDC (USD Coin)
BNB (Binance Coin)
XRP (Ripple)
CHZ (ChiliZ)
KCS (Kucoin Token)
BAT (Basic Attention Token)
MANA (Decentraland)
AAVE (Aave)
AVAX (Avalanche)
BSV (Bitcoin SV)
CELO (Celo)
COMP (Compound)
DOGE (Dogecoin)
ENJ (Enjin Coin)
DOT (Polkadot)
MATIC (Polygon)
ADA (Cardano)
CUSD (Cello Dollar)
CVC (Civic)
DAI (Dai)
EOS (EOS)
ETC (Ethereum Classic)
FIL (Filecoin)
KLAY (Klaytn Chain)
MKR (Maker)
OMG (OmiseGo)
SOL (Solana)
XLM (Stella Lumens)
SUSHI (SushiSwap)
SNX (Synthetic Network Token)
UNI (Uniswap)
WBTC (Wrapped Bitcoin)
YFI (Yearn.Finance)
AXS (Axie Infinity)
APE (ApeCoin)
ATOM (Cosmos)
FLOW (Flow)
FTM (Fantom)
ONE (Harmony)
HBAR (Hedera)
IMX (Immutable)
LUNA (Luna)
NEAR (Near)
CAKE (PancakeSwap)
USDP (Pax Dollar)
SUSD (sUSD)
XTZ (Tezos)
GRT (The Graph)
UST (UST)

9. How are refunds from customer

orders processed?
Refunds of cash payments is process that is
reviewed and executed by our customer service
team. As with most refunds, generally takes between
1 to 5 business days to process cash payment
refunds.

Once we process a refund, the time it takes for the

funds to arrive in the customer’s account depends on
the payment method and their providers i.e. their
banks or financial institutions.

Payment Time to Additional

Method Arrival Information

When a customer
makes a purchase
with a credit or debit
card, the transaction
will be put through
as a pre-
authorisation only.
Up to 15 Only when the order
Credit days is fulfilled then the
Card or depending actual payment
Debit on amount will be taken.
Card customer's If there is any
bank cancellation of the
order, we will release
the pre-authorised
amount. In general,
transactions from
debit cards will take
longer than credit
card ones.

The customer is sent

an email with their
security question. If
1 business they respond
Interac
day incorrectly or fail to
respond, then the
refund will be
delayed.

Direct transfer from

Enumis Instant our account to the
customer’s account.

Direct transfer from

1 business
iDEAL our account to the
day
customer’s account.

Direct transfer from

1 business
SEPA our account to the
day
customer’s account.

" Updated 20 days ago

# Best Practices