Frequently Asked Questions

What is Ace Xchanger?

Ace Xchanger is an e-currency exchange Platform with its primary function to help users exchange one type of e-currency to another.

What e-currencies do you accept?

Currently accepted and exchangeable e-currencies can be found on our Home page.

Will you add more e-currency types in the future?

Yes, adding more e-currency types is in our future plans.

What should I do if I have not found the answer to my question?

Contact our support service.

Email: support@acexchanger.com

International +1 920 320 9094

What are the limits for unverified accounts?

Unverified accounts are allowed exchange an amount of up to USD/EUR 500. If you want exchange more than USD/EUR 500, you will need to verify your Ace Xchanger account.

Please note: You can create an order for an amount higher than USD/EUR 500, however the order will be completed after your account is fully verified!!!

Is this type of service safe and legal?

Yes, our service is fully legal and safe. All deals and payment processors are legally registered and authorized.

Is it necessary to register?

Registration need to create your personal account. However, after registration and verification of the account you will have access to the following features:
‣ you will be able to control your order status in your personal account;
‣ you will be able to check the transactions history;
‣ your exchange limit will be higher.

Where can I leave feedback?

You can always leave feedback at our Testimonials tab or at our social networks:

Why not just use a bank?

If you use only bank services, it will cost you more money, take a lot more time for processing and the process is more complicated.

Sometimes your physical presence might be required to receive the service.

Ace Xchanger is able solve this for you. We will deal with the banks and other payment processors for you at a low cost.

I found a bug/mistake etc. What should I do?

Please inform us about it. Thank you for your cooperation.

I have an idea/suggestion. How can I share it?

It will be great if you contact the support team. Thank you.

How long does it take to process an order?

PayPal – from a few minutes to maximum 48 hours. The time frame is longer on weekends.

BankWire - your Ace Xchanger account must be verified! BankWire delay 3-5 days.



All other payment processor orders are completed within 24 hours (if we have sufficient reserves), or even instantly (if payment is Automatic).

Why have I NOT been charged an extra PayPal fee?

This is a special gift for our clients for all exchanges made to PayPal. You will receive a full amount of every payment which we send to your PayPal account. PayPal receiving system fee DOES NOT APPLY!

Why was my transaction canceled?

You did not complete the transaction within 24 hours.



You sent an incorrect amount, and our system did not recognize your payment as a correct one.

How fast is the remittance of funds to PayPal?

Remittance of currency to PayPal is completed within 48 hours; sometimes there may be a delay of up to 72 hours. If you made an exchange to PayPal and indicated an account without additional deposits, the refund occurs within 72 hours withholding a 15% commission.

I did not get an exchange, what can I do?

If more than 24 hour elapsed, and you have not received your exchange:

1) Check whether you have specified the correct account number.

2) Contact customer support and specify the reference of the exchange operation, if necessary.

Where can I find the current exchange fees?

On the Exchange page, next to logos of the payment systems, you will find a Show exchange Fees button. You can also click on Fees  and you will see the table with our fees.

E-currencies system's fee is already included in last price.

What does the Waiting and Submitted order status mean?

Waiting and Submitted order status means that you created an order, but we did not receive any payments from you. You can always view the order by clicking on it and pressing the "Pay" button. If you do not see the "Pay" button, you will need to complete your transfer to the indicated account manually. If no payment is made, all Waiting and Submitted orders will be canceled after 24 hours.

I have entered wrong details and the money did not come, what can I do?

If the wrong account that you specified does not exist or is blocked, the money will not be sent there, and we will send them to you using corrected data. If the account exists, the money will be sent to that account. You can try to get your money back on your own by writing to the owner of this account or customer service. To avoid such situations always carefully double check the entered data.

Can I refuse to exchange money, if I have already paid for the request?

If the reception has not yet been completed, you can! You will receive your money back less the fee of the payment system that made the payment, i.e., money shall be returned at your expense.

Countries, which is forbidden for VISA/MASTERCARD

USA
Afghanistan
Antarctica
Angola
Bhutan
Botswana
Bouvet Island
Solomon Islands
Myanmar
Burundi
Cape Verde
Central African Republic
Chad
Christmas Island
Cococ (Keeling ) Islands
Colombia
Comoros
Mayotte
Congo
Congo (was Zaire)
Cook Islands
Cuba
Equatorial Guinea
Eritrea
Falkland Islands (Malvinas)
South Georgia and South Sandwich islands
Fiji
French Guiana
French Southern Territories
Djibouti
Palestinian Territory, Occupied
Guatemala
Heard and McDonald Islands
Indonesia
Iran, Islamic Republic
Iraq
Cote D'Ivoire
Korea, Democratic People's Republic
Liberia
Libyan Arab Jamahiriya
Montserrat
Nauru
Vanuatu
Nigeria
Niue
Norfolk Island
Northern Mariana Islands
Pitcairn
Timor-Leste
Puerto Rico
Rwanda
St. Helena, Ascension and Tristan Da Cunha
St, Pierre and Miquelon
sao Tome and Principe
Sierra Leone
Somalia
Zimbabwe
South Sudan
Sudan
Western Sahara
South Sudan
Swaziland
Syrian Arab republic
Tonga
Tuvalu
Uganda
Burkina Faso
Wallis and Futuna Islands
Samoa
Yemen
United Nations Interim Administration Mission in Kosovo (UNMIK)

Why is it important to get verified?

Only verified users will be able to place orders from Bankwire/SEPA/Moneypolo and increase the exchange amount. Verified users also have a higher level of trust by AceXchagner administration and it is easier to prove identity and ownership of the account, if you run into any problems.

You can't make exchange from/to third parties account via Bankwire/SEPA/Moneypolo.

What are the required documents for verification?

For  personal accounts:

National ID
Address proof


For  corporate accounts:

National ID
Address proof
Company documents

National ID

You must provide your document information as well as a clear scanned copy of your official ID (government issued, in an internationally recognizable format). Please note that you will have to go through this verification procedure every time you will change/modify your identity information.

Please make sure that the proof of ID documents meets the following requirements before uploading:

We only accept government issued ID documents displaying your full name and your photo (passport, international passport, driver's license, local ID card);
Please note: Company access cards, certificates, student ID cards, voter ID and other non-official documents are NOT accepted;
Verification documents are valid and contain date of issue/expiration date (minimal validity of ID is one year);
Identification document has a document number;
Identification document has a date of birth;
The documents are in English (Latin letters) otherwise certified translations should be provided;
Verification documents must be standard full-sized pages (uncropped);
Scanned image quality: color, high resolution (at least 150 dpi).
You can upload files in JPEG, PNG, BMP, PDF formats. Any unclear, altered, low-resolution, or poor quality images will be rejected.

Address proof

Address proof:

We only accept legal and traceable documents (scanned papers) displaying your full name and residential address: utility bill, stamped bank statement or a certificate;
Please note: Personal identification with address, envelopes, P.O. Box statements, electronic documents and screenshots are NOT accepted;
Proof of address is recent (not older than 3 months);
The documents are in English (Latin letters), otherwise certified translations should be provided;
Verification documents must be standard full-sized pages (uncropped);
Scanned image quality: color, high resolution (at least 150 dpi).
You can upload files in JPEG, PNG, BMP, TIFF or PDF formats. Any unclear, altered, low-resolution, or poor quality images will be rejected.

Company documents

You must provide your document information as well as a clear scanned copy of your company documents:
Company registration documents (Certificate of Incorporation)
Company Statutes (Memorandum & Articles of Association).
Certificate of Good Standing, not older than 6 months.
Beneficial Owner Certificate.
Director's authority for representation
You can upload files in JPEG, PNG, BMP, PDF formats. Any unclear, altered, low-resolution, or poor quality images will be rejected.