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Frequently asked questions about the exchanger

What payment methods are supported?

  • SBP (Fast Payment System) — transfers by phone number.
  • Transfer by card number — supported banks: Sberbank, T-Bank, Alfa-Bank, Raiffeisen, VTB, etc.
  • MIR map — for users in Russia and CIS.
  • Cryptocurrencies — USDT (TRC-20 / ERC-20 / BEP-20), BTC, ETH, TON and others. The full list is on the main page.

Where to transfer money upon application?

Details appear on the application page immediately after its creation. exact amount to the specified details — otherwise processing may be delayed. The details are valid only for one specific application, don't reuse them for other exchanges.

Details are not displayed / I don’t see the QR code. What to do?

Try refreshing the page or opening it in a different browser. If

Is it possible to transfer using a card number without SBP?

Yes, for many banks we support transfers using card numbers. Select

My bank is not on the list. What to do?

  • Use SBP - it works with most Russian banks.
  • Choose another card that you have.
  • Write to support - we will suggest alternative directions.

From whom does the transfer to my card come? The bank may ask questions about

Transfers come from individuals - our paying partners. Name

Can I use another person's card to receive funds?

No. Receipt details must belong to the person who issues the

How long does the exchange take?

We strive to process all applications as quickly as possible. Time

Where can I see the status of my application?

On the application page (the link is sent by email and is available by calling

  • New / Awaiting payment — application created, awaiting your payment.
  • Payment received / Processing — we have seen your transfer and are starting processing.
  • Completed — exchange completed, funds sent to you.
  • Error — something went wrong, see the reason on the application page or write to the chat.

I paid, but the status does not change. What to do?

First make sure that:

  • You have transferred the exact amount to the specified details.
  • The transaction appears in your bank/blockchain browser as

For crypto payments, processing will begin only after the required date order number and transaction hash.

What is a transaction hash and where can I get it?

Hash is a unique identifier of your transfer on the blockchain

  • In the history of the wallet from which you sent (Trust Wallet, MetaMask
  • In the exchange account (Bybit, Binance) - the “Withdrawal History” section.
  • In the blockchain browser ( tronscan.org for TRC-20, etherscan.io for ERC-20).

This is not the FreeChange application number - the application number is issued by us, the hash is

How many network confirmations are needed?

  • TRC-20 (USDT, TRX): [1] confirmation.
  • ERC-20 (USDT, ETH): [12] confirmations.
  • BEP-20: [15] confirmations.
  • Bitcoin: [1–2] confirmations.
  • TON: [1] confirmation.

The application is stuck in the “Processing” status. This is fine?

In most cases yes - it is part of standard procedure

What does the “Exchange with error” / “High-risk” status mean?

This means that the transaction was subject to AML verification - automatic

“Error during wallet verification” - what does this mean?

  • Invalid address format — check that the address corresponds to the selected network (TRC-20 starts with T, ERC-20 starts with 0x, etc.).
  • Wallet under sanctions or with a high AML risk — our system automatically blocks exchanges to such addresses.
  • Technical glitch — try again or write to the chat.

I indicated the wrong wallet address in the application. Can it be fixed?

Before payment - yes, just create a new application with the correct address. After payment, the address cannot be changed. — the transaction goes to the address you specified during creation. Therefore, always verify the address before payment.

I can’t complete the application, it gives an error.

  • The direction is temporarily unavailable (technical work or not
  • Regional restrictions (we do not work with some
  • The amount is below the minimum or above the maximum.
  • Technical error - try another browser, clear your cache, or

Is it possible to cancel an application and get a refund?

  • Before payment — the application will automatically close after 20 minutes of inactivity, no action is needed on your part.
  • After payment — refund is possible if:
    • The exchange cannot be completed due to technical/AML ​​reasons.
    • You paid the wrong amount.
    • An error occurred and the exchange did not take place.

To return, write to support@freechange.cc specifying:

  • Application numbers.
  • Transaction/payment details hash.
  • Wallet addresses/return details (usually the same ones from which

How long does the return take?

On average from 1 hour to 3 working days depending on the method

Is it possible to return money to another address/other card?

As a rule, refunds are sent to the same details from which the payment was received.