Frequently Asked


What is Finchpay?
FinchPay is a so-called on-ramp and off-ramp service, which lets you buy and sell different cryptocurrencies for ‘regular’ money (fiat currencies). We provide a safe and secure way for crypto purchase, selling, and exchange. The ‘sell’ and ‘exchange’ options are being developed and will be available in the nearest future.
How does Finchpay work?
We accept the payments in crypto and fiat and swap the funds at the best possible rates in the various exchange markets and through over-the-counter (OTC) trade with major liquidity providers and market-makers. After the exchange, the assets will be sent to the crypto wallet in case of a purchase or swap, or to a customer’s bank card/account in case of a crypto-to-fiat transaction.
Where are you from?
FinchPay is a European company, regulated by EU cryptocurrency legislation. Our headquarters is located in Vilnius, Lithuania, and we also have a development centre in Tallinn, Estonia (both countries are in the EU)
Why should I choose Finchpay?
We see our mission as making it as easy as possible for all customers to enter the world of cryptocurrency. To do this, we have made a service that is safe for users, provides the best exchange rates in the market, and is completely legal. Our team has vast experience in the blockchain industry and we have applied all our knowledge and expertise in developing an IT product that would provide the best user experience in terms of convenience and speed of use of our service.
How do I contact support?
We offer multiple ways to get in touch with us. Choose the method that suits you best:
  1. Email: Reach out to us directly at [email protected]. Please include the topic of your question in the email subject line and provide a detailed description in the body of the email.
  2. Live Chat: Connect with us through the live chat widget on our official website. You can find the chat button located in the lower right corner of your screen.
It's important to note that our support team is available 24/7. Typically, we aim to respond to your initial message within 15 minutes and subsequent messages within 30 minutes.

Do I need to get registered to use Finchpay service?
You will need to provide your mobile phone number and e-mail address to use FinchPay in the future with more convenience. This usually takes no more than a couple of minutes (with all needed confirmations). We use this information to set up your account in our system - among other things, to communicate with you in the future (e.g. to notify you when your transaction status changes, etc.), so please use an e-mail address, for which you have constant access. There will be no commercial use of your information (e.g. sale to third parties) - we comply fully with EU data privacy regulation legislation. You can read more about this in our Privacy Policy.
What countries does FinchPay operate in?

We have a few countries we do not operate yet:

  • CUBA
  • IRAQ
  • MALI

If you see your country on this list, unfortunately, you will not be able to use our service. However, we are constantly working to increase the availability of our service in different countries.

What currencies are available for transactions in your service?
You can find the list of all supported currencies here. We are working to expand the list of available assets - stay tuned!
Are there any purchase limits on your service?
Yes, we are forced to apply certain limits - by the rules of the banking system and the requirements of the various regulators. The current monthly limit is 14K EUR per customer. However, we are willing to be flexible in adjusting these limits for our clients if there is a need to do so - please email us your request to increase your limit to [email protected]
Which payment methods can I use?
You can buy crypto with bank cards (Visa, Mastercard). For LatAm and Asia there are several alternative payment methods, such as: PicPay, PIX, SPEI, OXXO, Dana and others. You can see the full list of available methods once you select the desired currency.
What fee will I pay when using your service?
We created our service so that all transactions with cryptocurrencies for clients are conducted according to the "one-stop-shop" approach. This means that in addition to our own IT solutions, we built-in several third-party microservices into our system, which carry out unnoticeable, but very important functions - for example, processing payments from bank cards or sending SMS with confirmation to log into the service. However, in order not to complicate the purchase process and not to pass part of the cost on to customers, we have calculated it into the rate - there are no extra costs for you.
Do I have to verify my identity when using your service?
Yes, you need to do it when you make your first purchase. You won’t be asked for KYC when making further operations. But in case you want to increase the monthly limit, we will require a few additional documents to enhance it for you.

What is a blockchain?
A blockchain is a growing list of records, called blocks, that are securely linked together using cryptography. Each block contains a cryptographic hash of the previous block, a timestamp, and transaction data (generally represented as a Merkle tree, where data nodes are represented by leaves). The timestamp proves that the transaction data existed when the block was published to get into its hash. As blocks each contain information about the block previous to it, they form a chain, with each additional block reinforcing the ones before it. Therefore, blockchains are resistant to modification of their data because once recorded, the data in any given block cannot be altered retroactively without altering all subsequent blocks.’ This definition was taken from Wikipedia, we recommend you do your own research on how blockchain works to better understand the industry - it is the future.
What is a wallet address?
It is a string of characters representing a wallet that can send and receive crypto. Every wallet address is unique and designates the location of a wallet on the blockchain.
What is a recipient wallet address?
It is a wallet address you need to indicate when making an operation to receive your converted crypto after the exchange.
What is a memo/destination tag?
A memo/destination tag (or an Extra ID) is a unique combination of digits/letters and digits assigned to certain cryptocurrency accounts/addresses (e.g. XLM, XRP, XEM, BNB, EOS, etc.). It is used to identify the recipient in a transfer. When sending crypto from the wallet to the account demanding a memo/destination tag or receiving funds to such an account, one needs to indicate the target account memo.
What is a hash?
A Transaction Hash (Tx Hash), also known as Transaction ID (TxID), is the unique identifier of a transaction that acts as proof that the transaction has taken place in a blockchain. Checking the hash in the blockchain explorer (e.g., one can locate the sender and recipient addresses, amount sent, transaction date, fees paid, etc.
What is fiat?
Fiat money is a currency established as a legal tender by state regulation and is not backed by gold or silver standards. We use fiat money (Euros, US Dollars, British pound sterlings, etc.) in our everyday lives to pay in shops, restaurants, etc. and this money is also deposited in our bank accounts, allowing us to use bank cards.

How to buy crypto on Finchpay?
Please see the ‘How-to-purchase’ information block on the main page of our website.
Is there a minimum volume for a transaction?
A minimal transaction volume is equal to 100 EUR.
Is there a maximum limit for a transaction?
The current monthly limit for a transaction is equal to 14K EUR. However, we are willing to be flexible in adjusting these limits for our clients if there is a need to do so - please email us your request to increase your limit to [email protected].
What is the expected exchange rate?
Expected exchange rate - the rate at which the transaction would have taken place "right now". As several channels are used to convert cryptocurrencies - including exchanges, the exchange rate is constantly fluctuating (in our system it is updated every 10 seconds for users). Since the transaction takes some time (time for verification of identity, entering the recipient's wallet address, bank card details, etc.), the rate may change depending on the situation in the markets. We fix the exchange rate for the client at the moment of card payment processing (in the case of bank card payment) - the user will see this rate in the details of the transaction.
How long does the whole exchange transaction take?
We do our best to process transactions as quickly as possible - ideally in an instant. However, the speed of a transaction is affected by several factors that we cannot affect, such as network load or how quickly a card payment is processed by the bank. In our experience, transactions are usually completed within 5 to 30 minutes if the uploaded documents for identity verification are correct and the network load is average. In case you are waiting for your transaction status to change to ‘Completed successfully’ for more than 1.5 hours we suggest you contact our support team and provide them with your transaction ID so they can find out what is wrong.
I do not have a wallet address, what to do?
We recommend using the cryptocurrency wallet of our partners - Arctic Wallet, in our opinion the most convenient and secure wallet in the market with great potential for further enhancement (stay tuned!). In case you don't have any wallet, during the first transaction in our service you will be offered to open your Arctic Wallet without interrupting the process of the transaction.
Where can I check the status of my transaction?
Please follow the link sent to your email, you will be redirected to the FinchPay widget reflecting your order status. You can also contact our support team and provide them with your transaction ID so they can tell you its’ status.

I forgot to indicate a memo/destination tag, what to do?
Please contact the FinchPay support team via chat (you can find the chat icon in the lower right corner of the screen) or by email at [email protected]. Please share the ID of your transaction with the customer support service, our team will assist you.
My order was declined by my bank, what can I do?
The best way will be to reach your bank’s customer support service for further assistance. We would also recommend checking with your bank if your card is:
  • eligible for abroad purchases;
  • or has enough funds available for purchase;
  • or enrolled in the 3DSecure program.
Why did my transaction fail?
There can be several reasons for the transaction failure:
  • an order is not properly executed on the side of the exchange;
  • a system is not able to send the crypto to the address indicated as a recipient;
  • a recipient address requires a memo/message/destination tag to be indicated;
  • a cryptocurrency fork takes place during your transaction execution;
  • any other technical issues are occurring at the service.
You can contact the FinchPay support team to clarify the issue.
My transaction is completed, but I do not see the funds in the wallet. What should I do?
Please make sure that you entered the correct wallet address when proceeding with a transaction. If the address is correct, please check that your wallet is updated to the latest version and synced with the blockchain. Please also note that your internet connection should be stable to get the funds visible in your wallet. If you still do not see any funds in your wallet, contact the FinchPay support team
I did not initiate the transaction on FinchPay, but my bank card was charged. What to do?
Such a development is highly unlikely, but please contact the FinchPay support team immediately, we will check the issue.

What is KYC/AML?
KYC stands for the ‘Know Your Customer’ procedure. It’s mandatory for the legal entities and enables them to identify the customers and understand their financial behavior. Part of the KYC is the ‘Anti-money laundering’ procedure (AML), which implicates the arrays of laws, regulations, and practices developed for preventing illegally gained money or cryptocurrency from entering into legal circulation.
How can I verify my identity?
You will be asked to provide the documents verifying your identity and to make a selfie right when passing your transaction flow.
Which documents are required for verification?
There may be differences in the set of documents that may be required, depending on the country. Usually, you can choose between a passport, ID card, or a driving license to provide. Please note that the ID document must belong to you. Also, expired documents are not acceptable.
How long does the verification process take?
The whole process is rather easy and usually takes up to 5 min to be completed.
Do I need to pass KYC every time I want to purchase?
You will mandatory be asked to pass KYC if the exchange amount exceeds 500 EUR. However, if our risk scoring system selects your transaction as a subject for the additional check, we may ask you to provide your identity documents for transaction even below 500 EUR.
How can I make sure that my documents are safely processed?
Security is a core concern at FinchPay. We apply the best protocols to prevent unauthorized access to your data or its disclosure.
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