XRP/ETH
0.00103322
0.00000668 (0.64%)
0.00100870  0.00106090
44034.20108097 XRP
BTC/EUR
5806.547
22.044 (0.37%)
5783.305  5806.547
2.46335578 BTC
ETH/EUR
468.658
0.461 (0.09%)
468.658  469.170
20.25750000 ETH
XRP/BTC
0.00008137
0.00000040 (0.49%)
0.00007949  0.00008237
56831.63928435 XRP
XRP/LTC
0.00553232
0.00004276 (0.77%)
0.00537491  0.00557509
3360.78000000 XRP
ETH/USD
546.857
--- (---%)
546.857  546.857
1.98950000 ETH

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. Due to the rapid growth of Bitsane customer base and the need to check all documents manually, verification of your account may take slightly longer than usual. Estimated verification time is 14 business days. We draw your attention that in case of uploading wrong documents (documents that are not on our list), your verification timer resets back to 14 business days. Therefore, we kindly ask you to read the documents 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: we are not allowed to work with US citizens/residents in a matter of fiat currencies like USD/EUR, but we are not limiting crypto to crypto exchanges or wallet usage. In this case, you do not have to verify your account.

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 wrong documents (documents that are not on our list or documents that do not meet the requirements above), your verification timer resets back to 120 hours (14 business days).

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 wrong documents (documents that are not on our list or documents that do not meet the requirements above), your verification timer resets back to 120 hours (14 business days).

Business 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?

The easiest solution would be going to your local bank department and ask for a bank statement with your address on it. Please note that such statement is to be signed and sealed by the bank employee.

Deposits/withdrawals

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

You can choose between bank wire transfer, Advcash and Okpay in order to make a deposit (USD wire transfers are temporarily unavailable, and, unfortunately, there is no certain time frame to provide regarding its availability in the future). We are working on adding other deposit methods. They will be available in the near future.

Please note: Okpay and Advcash have a verification procedure of their own.

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?
  • if you choose 'wire':

    enter the amount of Euro you would like to deposit, choose the payment method (wire) and press the 'proceed' button. You will be redirected to Invoice page. The created invoice contains all the necessary information for a bank transfer. The deposit transaction may take some time. You are free to use your online banking to deposit Euro and US dollar, or visit your bank office and follow the given instructions.

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

  • if you choose OKPAY:

    you will be redirected to Okpay page. Feel free to follow the given instructions. Using Okpay does not require account verification.

    Please note: Okpay and Advcash have a verification procedure of their own.

  • if you choose ADVCASH:

    you will be redirected to Advcash page. Feel free to follow the given instructions. Using Advcash does not require account verification.

    Please note: Okpay and Advcash have a verification procedure of their own.

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

    enter the amount of Euro you would like to withdraw, press the 'proceed' button. Specify your individual bank account information.

    Please note: no third party withdrawals will be processed, even if you have the consent of the bank account holder. You can only withdraw money to a bank account that is issued in your own name.

  • if you choose OKPAY:

    enter the amount of Euro or US dollar you would like to withdraw, and press the 'Proceed' button. Specify the recipient (email or Okpay wallet ID). Withdrawal transaction occurs instantly;

    Please note: Okpay and Advcash have a verification procedure of their own.

  • if you choose ADVCASH:

    enter the amount of Euro or US dollar you would like to withdraw and press the 'proceed' button. Specify the recipient (email or Advcash wallet ID). Withdrawal transaction occurs instantly.

    Please note: Okpay and Advcash have a verification procedure of their own.

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 is likely to be executed faster because it does not contain restrictions on the price or the time frame in which the order can be executed. Use this order if you want to execute a fast trade at the average market price.

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?

Maker-taker fees offer a transaction rebate to those who provide liquidity (the market maker), while charging customers who take that liquidity (taker). The chief aim of maker-taker fees is to stimulate trading activity within an exchange by extending to market players the incentive to post orders, facilitating trading. You can get acquainted with our fees here: 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 redeemable transaction of currency, used to transfer funds within the platform. Use vouchers if you want to transfer funds to another Bitsane account.

How do I create a voucher?

To create a voucher you need to specify the amount, currency and your PIN code. The PIN code must consist of 4 digits.

How do I redeem a voucher?

To redeem a voucher you need to specify the voucher address and a PIN code. Voucher’s owner can redeem the voucher without specifying the PIN code.

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 is available in the ‘Security’ tab and works for voucher confirmation creation and withdrawals confirmation. Google authenticator is being tested at the moment and will be available in the near future.

Does Bitsane offer an affiliate program?

Yes, visit ‘Profile’ → ‘Affiliates’ to see your personal referral link. When someone opens a new Bitsane account using your referral link, he (she) will automatically become your referral.

We offer the following incentive bonus programs:

  • 1 EUR for each deposit your referral makes equal or exceeding EUR 100 (one time for each referral)
  • 10 EUR for each deposit your referral makes equal or exceeding EUR 10,000 (one time for each referral)

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

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