BTC/EUR
2968.860
44.450 (1.49%)
2911.608  3040.343
386.65154377 BTC
XRP/BTC
0.00008852
0.00000173 (1.95%)
0.00008591  0.00009026
2791004.66933349 XRP
XRP/EUR
0.261727
0.000709 (0.27%)
0.256396  0.271128
1669916.89770000 XRP
LTC/BTC
0.00691394
0.00019908 (2.87%)
0.00683652  0.00719715
20328.12534328 LTC
ETH/BTC
0.02581461
0.00005754 (0.22%)
0.02565281  0.02667064
4574.32096166 ETH
XRP/LTC
0.01279426
0.00047038 (3.67%)
0.01205483  0.01288100
1277144.61291459 XRP

Help center

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How to start?

How to register with Bitsane?

Please go to Sign up page. Complete the form, then click the ‘Create an account’ button and check your email in a few minutes. Click the activation link. Welcome to Bitsane!

I haven’t received an activation link.

Kindly click the ‘Resend activation link’ button. If, even after few attempts, you still haven’t received the link, kindly create a ticket with a description of the issue.

It says that my email is already in use.

Most probably, you have registered your account with Anybits already. Please note that you can use your Bitsane login and password to log in to Anybits and vice-versa.

Verification

We understand that verification process can be frustrating. Following existing rules and procedures will decrease your waiting time significantly. Kindly read all given instructions carefully.
We have provided below a list of common mistakes or issues that arise during our identity and residence verification process that tends to increase the delay in completing the process successfully:

  • data mismatch:

    if the provided document has a different name/document ID/date of birth etc. then the data you provided to Bitsane in the ‘Personal information’ tab, we will have to resolve the mismatch from our side. This issue needs to be resolved manually by our support staff. Given the necessity of manual intervention and the number of tickets we receive every day, significant delays may arise in resolving these issues.

  • not following the rules:

    if your document does not meet our requirements, we will not allow you to proceed with our verification process. Please ensure that you have read and understood all the requirements, since no exceptions can be made.

  • non-Latin characters on documents:

    we kindly ask you to use documents with Latin characters (international passport, bank statement in English etc.). Uploading documents in non-Latin characters will require you to get an official translation into English, leading to significant delays.

  • opening multiple support tickets:

    we have noticed that users are opening multiple tickets with regards to the same issue. While we understand that the delay can be frustrating, please do not open multiple tickets for the same issue as this will cause your support request to be delayed. Every ticket is answered in an orderly fashion and it may take some for us to get to your ticket.

  • sending your documents via email:

    in order to get verified, you must upload your documents to the verification tab. Please note, our compliance team does not open any links or files sent to email due to security reasons. Therefore, all documents, sent to our email address will be ignored.

Do I need to verify my account?

You must verify your account ONLY if you want to use a bank wire transfer in order to deposit/withdraw your funds. You don’t have to verify your account if you want to deposit/withdraw cryptocurrency.

How long does it take to get verified?

Our compliance team strives to process all the verification requests as soon as possible. Usually, it takes between 10 and 15 minutes to get verified, but due to the established working hours and the manual nature of procedure, the time lapse may take up to 2 business days. 

We would like to draw your attention to that, if you upload the wrong documents, your verification time may exceed. Therefore, please read the document requirements carefully.

Where can I upload my documents for verification?

You need to fill in all fields in the ‘Personal information’ tab. Upload buttons will appear in the ‘Verification’ tab.

PLEASE NOTE: unfortunately, citizens/residents of the USA are not permitted to use our services due to the US laws, but we don’t confine crypto to crypto exchanges or wallet usage. 

Despite Bitsane’s free crypto access, it’s up to each user’s civil liability to get acknowledged with the crypto trading restriction of their country of residence.

What are the documents, required for verification?

To verify your full name you are required to provide one of the following documents:

  • ID card (both sides)
  • Passport (all relevant pages)

Documents are not accepted for ID verification:

  • Voter ID
  • Residence Permit
  • Health Insurance Cards
  • Company-Issued ID Cards
  • Driver's license
  • Student ID Cards

Document requirements:

  • Clear colorful image
  • Min size 800x600 px
  • Document must not contain any hidden details
  • Photo or scan of your document must be of high quality (your face must be clearly visible, any text and numbers must be readable)
  • Document must not be altered or edited in any way
  • Document must contain the date of expiry
  • Data in your Profile and in the provided document must match
  • If your document contains non-Roman letter, you must get an official translation of the document into English with a seal of the translation agency.

Please note: in case of uploading the wrong documents, you will have to wait for a while, once you upload a new version of documents.

To verify your address you are required to provide one of the following documents:

  • Bank statement
  • Tax assessment
  • Utility company bills (gas, water, electricity, landline telephone)

Document requirements:

  • Clear colorful image
  • Min size 800x600 px
  • Document must not be older than 3 months
  • Document must clearly show your full name, address and the date
  • Document must contain signature (of the placeholder), seal, barcode or QR code
  • Documents must be a hard copy, not an online/e-bill
  • Photo or scan of your document must be of high quality (any text and numbers must be readable)
  • Documents must not contain any hidden details
  • Address in your profile and in the provided document must match

Please note: in case of uploading the wrong documents, you will have to wait for a while, once you upload a new version of documents.

Business account verification

Please note that you may start business account verification only after completing the personal account verification.

To verify business account you must provide scan or photo of following documents to verification menu:

  • Certificate of Incorporation
  • Company first Minutes
  • Constitution of the company
  • General Power of Attorney
  • Bank Statement of the Company
  • Declaration of a Beneficial Ownership
  • ID and proof of residence of all owners with share 10% and more

If one or more owners of the company are legal entities you should also provide the following documents for such legal entities:

  • Certificate of Incorporation
  • Company first Minutes
  • Constitution of the company
  • General Power of Attorney
  • Bank Statement of the Company
  • Declaration of a Beneficial Ownership
  • ID and proof of residence of all owners with share 10% and more

Document requirements:

  • Clear colourful image
  • Min size 800x600 px
  • Documents should be standard full-sized pages (uncropped)
  • Documents should be in English (Latin letters), otherwise certified translations should be provided
  • Documents should contain signature, seal, barcode or QR code

Our Bank and AML policies require us to verify all beneficiaries, including the final beneficiaries of legal entities they are founders or owners of.

There is no expiry date on ID cards in my country. What should I do?

Kindly upload your passport instead of the ID card. If you are not a passport holder, change your old ID card for the new one with an expiry date on it.

I live with my parents/relatives/boyfriend/girlfriend/rent a flat and don’t receive any utility bills, issued in my name. What is the way out?

In that case, we highly recommend to visit your bank department/branch and ask them for a bank statement with your address on it. Please note that such a document has to be signed and stamped by the bank employee.

Deposits/withdrawals

How can I credit my account? Can I use my credit/debit card, PayPal etc.

In order to make a deposit, you can choose between the bank wire transfer or Advcash. We are working on adding other deposit methods which will be available in the nearest future.

How do I deposit cryptocurrency?

Kindly go to ‘Balances’ → ‘Wallets’. Choose the currency you would like to deposit, press 'Deposit' on chosen currency. Your deposit address will be generated automatically. Copy the generated address by pressing 'copy to clipboard', launch your desktop wallet (or else) paste the generated address and complete the transaction.

Please note: your transaction has to be confirmed within the blockchain first. Confirmation of a transaction depends on a commission fee and a network status. Sometimes it may take up to a couple of days. We cannot influence on the time of confirmation within blockchain, therefore your patience is highly appreciated.

How do I withdraw cryptocurrency?

Kindly go to ‘Balances’ → ‘Wallets’. Choose the currency you would like to withdraw, press ‘Withdrawal’ on chosen currency. Enter the amount of chosen currency and the address where you would like to withdraw your money, press the 'Proceed' button to finish your withdrawal.

Please note: your transaction has to be confirmed within the blockchain first. Confirmation of a transaction depends on a commission fee and a network status. Sometimes it may take up to a couple of days. We cannot influence on the time of confirmation within blockchain, therefore your patience is highly appreciated.

How do I deposit fiat (EUR/USD)?
  • If you choose 'wire':

1. Choose the payment method (wire);
2. Enter the amount in Euro;
3. Press the 'Proceed' button.

You will be redirected to the ‘Invoice’ page. The created invoice contains all the necessary information for a bank transfer. Deposit transactions may take a while (up to 5 business days). You may use your online banking procedure or visit your bank department/branch.

Please note: there is no option to process payments on behalf of third parties. It means that we do not accept transactions from other individuals and companies which have been sent to your account. You should make deposits in person from your own bank account.

  • If you choose ADVCASH:

1. Enter the amount in Euro or US dollar;
2. Press the ‘Proceed’ button. You will be redirected to Advcash page. Follow the instructions. 
3. Using Advcash does not require account verification.

Please note: Using Advcash does not require account verification since Advcash has its own verification procedure.

How do I withdraw fiat (EUR/USD)?
  • If you choose 'wire':

1. Enter the amount in Euro;
2. Fill in the required personal bank account information;
3. Confirm the 2FA (optional);
4. Press the ‘Proceed’ button.

Please note: no third party withdrawals will be processed, even if you have the consent of the bank account holder. You may only withdraw money to your personal bank account.

  • If you choose ADVCASH:

1. Enter the amount in Euro or US dollar;
2. Specify the recipient (email or Advcash wallet ID);
3. Confirm the 2FA (optional);
4. Press the ‘Proceed’ button. The withdrawal transaction occurs instantly.

Please note: Advcash has its own verification procedure.

I deposited cryptocurrency some time ago, but funds still haven’t arrived on my account.

Your transaction has to be confirmed within the blockchain first. Confirmation of a transaction depends on a commission fee and a network status. Sometimes it may take up to a couple of days. We cannot influence on the time of confirmation within blockchain, therefore your patience is highly appreciated.

I accidentally sent my BTC to BCH wallet. Can you credit my BTC to the right wallet?

Please take extra care during the process of depositing funds. Transferring any other currency than the relevant one for the chosen deposit address might result in loss of your deposit.
Following your written request via our ticket system, we would start the procedure of finding and recovering your deposit. This is a time-consuming manual procedure and might take some time before Bitsane would be able to recover the deposit sent to the wrong destination.

Please note: Due to the manual nature of deposit finding procedure, there is an additional charge of 25 Euro payable at an order for deposit tracing/recovery stage. Bitsane reserves the right not to accept the request for tracing/recovery of wrongly sent deposit under the value of 25 Euro in equivalent.

I have forgotten to enter the destination tag while depositing XRP. What should I do?

Kindly create a ticket with a description of the issue and the transaction ID. We will find the transaction manually and credit your account.

Please note: every ticket is answered in an orderly fashion and it may take some time for us to get to your ticket. Therefore, we kindly ask you to always be attentive while making transactions, it will save you a lot of time.

Orders

How do I place an order?

Visit the ‘Exchange’ page, choose the trading pair, set the order type, order size (how much you want to buy/sell) and then:

  • if the pair is 'the currency you want to buy' → 'the currency you have deposited', kindly press 'Buy' (you will sell the deposited currency and buy the desired one)
  • if the pair is 'the currency you have deposited' → 'the currency you want to buy', kindly press 'Sell' (you will sell the deposited currency and buy the other one)
What is a market order?

A market order gives the opportunity to sell or buy the currency according to the market prices. It does not let the user set the demanded profit, but it has no restrictions on the price and is executed right away, so the process is suitable when a quick trade is needed.

What is a limit order?

A limit order is a take-profit order placed to buy or sell a set amount of a currency at a specified price or better; because a limit order is not a market order, it may not be executed if the price set by you cannot be met during the period of time in which the order is left open.

Who are maker and taker?

Makers are those who are willing to buy or sell at a certain price. They publish their willingness. Takers are those who actively want to buy or sell. They look for a suitable published proposed trade and accept it.

What is the maker/taker fee?

As the execution of each order requires two parties, fees for their trading activity vary due to the role each party plays at the market. Accordingly, when placing an order, you can be either a maker or a taker. The maker is a person who creates a limit order (i.e. a take-profit order placed to buy or sell a set amount of currency at a specified price or better), thus elevating the general market liquidity. The taker, on the contrary, serves the recipient role by placing a market or limit order, as the case may be, and so taking the order that has already existed on the order book. Please note that all market orders are executed immediately, i.e. when you place such type of order, you become a taker, as in most cases you take away the market liquidity.

As makers facilitate the trading process and add liquidity​ to the market, their fees are slightly lower than takers’. To get acquainted with our fees in detail, please visit the following page: https://bitsane.com/help/fees

I have placed an order and it was executed, but the amount in my wallet in wrong.

Your order must have been executed partially. A situation in which a seller fills part of a buyer’s order, but is unable to fill the whole order because of the lack of a corresponding order. For example, if you make an order to sell 1,000 XRP at a certain price, but there are only buyers for 600 XRP, a buyer partially executes the order.
Please always check whether your order was completely executed.

How do I cancel an order?

Kindly go to ‘Exchange’ → ‘Active orders’ and press the red cross on the right side to cancel an order.

Is there a minimal amount of currency to trade?

When placing an order size, kindly pay attention to a system message below the field. It will give you the minimum order size for a chosen currency.

Fees

You can get acquainted with our fees here: https://bitsane.com/fees.

Vouchers

What is a voucher?

A voucher is a bond of the redeemable transaction type which may be used to send your funds to any other Bitsane account without the transaction fee.

How do I create a voucher?

1. Please visit ‘Balances’ → ‘Vouchers’;
2. Choose the currency;
3. Specify its amount;
4. Enter the 4-digit PIN code.

Each created voucher needs to be confirmed by email due to the 2FA security terms (unless this option is manually turned off in your profile).

How do I redeem a voucher?

1. Please specify the voucher code;
2. Enter the PIN code;
3. Click the 'Redeem voucher' button. 

To redeem a voucher by its maker, the PIN code is also required. Please note that if you redeem your own voucher, the PIN code may be any random 4 digits and not necessarily the same 4 digits you’ve entered when creating the voucher in question. 

Moreover, you can simply delete the voucher and the funds will be immediately returned to your balance. In order to delete the voucher, please follow the instructions below:

1. Go to the 'Balances' page;
2. Choose the 'Vouchers' tab;
3. Tick the checkbox against the voucher you want to delete, hover over the appeared trash icon and click it to complete deletion.

API

What is API?

In computer programming, an application programming interface (API) is a set of subroutine definitions, protocols, and tools for building application software. In general terms, it is a set of clearly defined methods of communication between various software components. A good API makes it easier to develop a computer program by providing all the building blocks, which are then put together by the programmer.

What can I use your api for?

Bitsane API allows you to use all the features that Bitsane platform offers. You will be easily able to integrate exchange engine in your app or display statistics on your website. Documentation presented here describes functions and methods you will need to create your very own superior applications.

Security

Where do I enable two factor authentication?

2FA settings are available in the 'Security' tab in your 'Profile' section. To disable it, please uncheck the matching fields (withdrawal, voucher and API management email confirmation). We strongly do not recommend disabling email-based 2FA in your account for security reasons.

For an additional layer of security/protection, we offer two-factor authentication via Google Authenticator app.

How do I set up Google Authenticator 2FA?

To enable Google Authenticator 2FA please follow instructions below:

  • Please download 'Google Authenticator' application to your phone.
  • Visit 'Profile' → 'Security' page and press 'Enable' next to Google Authentication.
  • You'll get a QR-code and a secret key in this block.
  • Manually enter the secret key (sixteen-character Authentication key) or scan the QR-code with your application.
  • Enter generated 6-digit code in 'Confirmation code' field (please note, this code is temporary, the new one is generated every 30 seconds).
  • Press 'Enable'.
  • Check your email for the confirmation link.

Now the checked fields (login, withdrawal, voucher creation and API management) will require an additional confirmation with 2FA code.

Please note that the time on your Google Authenticator application may not be synced correctly. To fix it, kindly go to the main menu → 'More' → 'Settings' → 'Time correction for codes' → 'Sync now'. The sync will only affect the internal time of your Google Authenticator application, it will not change Date & Time on your device.

I have received an email with warning about login from a new subnet and I do not recognize that login, what should I do?
  • Change your email password and then your Bitsane account password as quickly as possible. Please do not share those with anyone else and do not use the same username or/and password across multiple sites.
  • We highly recommend you to enable Google Authenticator 2FA in security settings of your profile and enable it on your email if your email provider allows it.
  • To enable Google Authenticator 2FA please follow instructions below:
    • Please download 'Google Authenticator' application to your phone.
    • Visit 'Profile' → 'Security' page and press 'Enable' next to Google Authentication.
    • You'll get a QR-code and a secret key in this block.
    • Manually enter the secret key (sixteen-character Authentication key) or scan the QR-code with your application.
    • Enter generated 6-digit code in 'Confirmation code' field (please note, this code is temporary, the new one is generated every 30 seconds).
    • Press 'Enable'.
    • Check your email for the confirmation link.

    Now the checked fields (login, withdrawal, voucher creation and API management) will require an additional confirmation with 2FA code.

    Please note that the time on your Google Authenticator application may not be synced correctly. To fix it, kindly go to the main menu → 'More' → 'Settings' → 'Time correction for codes' → 'Sync now'. The sync will only affect the internal time of your Google Authenticator application, it will not change Date & Time on your device.

Affiliate program

To get your referral link, visit your 'Profile' page and choose the 'Affiliates' tab. You may use it to share on personal website/social media or just send it directly to your friends. When someone signs up a new Bitsane account using your referral link, they automatically become your referral. Here are the advantages:

  • Additionally, you will get 20% of each trading fee deducted from your referral’s trades.
  • 1 EUR one-time reward for a deposit your referral makes equal or exceeding 100 EUR;
  • 10 EUR one-time reward for a 10.000 EUR equivalent trading sum of your referral;

If you still have any questions or unresolved issues, kindly create a ticket.

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