Q: How do I buy crypto on 24crypto?

To buy crypto, enter your fiat currency (CHF, EUR, USD or GBP), select the cryptocurrency you want to receive and choose a payment method. You will see the final crypto amount and fees before confirming the trade.

Q: How do I pay for a buy order?

You can pay using bank transfer or PayPal. Bank transfer payments must be sent from a bank account in your name.

Q: When will I receive my crypto after buying?

After successful payment, your order will be processed and your crypto will be sent to your provided wallet address. You will receive email updates once payment is confirmed and once the crypto is delivered.

Q: Is the exchange rate fixed?

Yes. After you confirm your transaction, your quote is locked for a limited time. For buy orders paid by bank transfer, the payment must be received within 24 hours (weekends excluded).

Q: Why do I need to confirm within 60 seconds?

Quotes and market prices can change quickly. The 60-second confirmation window ensures pricing remains accurate and fair for your transaction.

Q: Do you hold customer funds?

24crypto provides exchange services as a regulated VASP. Customer funds are not held by 24crypto as a custody service.

Q: How do I sell crypto on 24crypto?

To sell crypto, choose the cryptocurrency you want to sell and select the fiat currency you want to receive (CHF, EUR, USD or GBP). Enter the crypto amount, provide your personal IBAN and confirm the transaction. You will then send the required crypto amount to the wallet address shown.

Q: Where do I enter my IBAN and does it need to be in my name?

You enter your IBAN during the sell process before confirming the transaction. The IBAN must be registered to your name to ensure compliant processing and secure payouts.

Q: How is the exchange rate calculated and when is it locked?

You will see the estimated fiat payout amount before confirming your sell order. After you confirm the transaction, the quote is locked and you have 30 minutes to send the required crypto amount.

Q: How long do I have to send the crypto after confirming my sell order?

After confirmation, you have 30 minutes to transfer the required crypto amount. During this time, your exchange rate remains locked. If the transfer is not received within the time limit, the order is automatically cancelled and you can create a new one.

Q: Where do I send the crypto and how do I know the correct amount?

After you confirm your sell transaction, you will receive a wallet address and a QR code. The page also shows the exact crypto amount you need to send. Always send the exact amount to ensure smooth processing.

Q: What happens after I send the crypto?

Once your crypto transfer is received and confirmed on the blockchain, you will receive an email confirmation. A second email is sent once the fiat payout has been processed to your personal IBAN.

Q: When will I receive my fiat payout?

Payout times can vary depending on blockchain confirmations and processing times. Once the crypto transfer is confirmed, we process the fiat payout to your personal IBAN and notify you by email when it has been sent.

Q: Can I cancel a sell order?

If you do not send the crypto within the locked time window, the order will automatically be cancelled. You can then create a new sell order at any time.

Q: What fiat currencies are supported for payouts?

You can receive payouts in CHF, EUR, USD or GBP, depending on your selected payout currency during the sell process.

Q: What fees do you charge?

24crypto charges a transparent all-in trading fee for each transaction. The fee depends on the selected payment method and the transaction amount.

Q: Are fees shown before I confirm a trade?

Yes. All fees and the final amount are displayed before you confirm your transaction.

Q: Why do fees depend on the payment method?

Different payment methods have different processing costs and risk profiles. For this reason, fee tiers may vary between bank transfer and PayPal.

Q: How are fee tiers calculated for EUR, GBP and USD?

Fee tiers are calculated based on the CHF equivalent of your transaction amount. For EUR, GBP and USD transactions, the corresponding CHF value applies.

Q: Where can I view the full fee table?

You can view all fee tiers and payment method details on our Fees page.

Q: Do you charge any hidden fees?

No. We focus on clear pricing and transparent fees. The full cost is always shown before you confirm your trade.

Q: How does 24crypto protect users and transactions?

24crypto follows strict security and compliance standards to ensure a safe and reliable trading experience. We use secure systems and controlled processes to protect transactions and user data.

Q: Do you hold customer funds?

24crypto provides exchange services as a regulated VASP. Customer funds are not held by 24crypto as a custody service.

Q: Do I need to use a wallet address I control?

Yes. When buying crypto, you must enter a wallet address that you fully control and have access to. Always double-check the address before confirming your transaction. When you are using a wallet for the first time, you will need to whitelist it. You will receive an email with the instructions before we send assets to a new wallet address from you.

Q: Does my IBAN need to be in my name?

Does my IBAN need to be in my name?

Q: Is my personal data protected?

Yes. We handle personal data responsibly and apply security measures to protect your information during onboarding and account usage.

Q: What should I do if I notice suspicious activity?

If you notice any suspicious activity, please contact our support team immediately so we can assist you quickly.

Q: How does verification work on 24crypto?

After creating your account and completing your personal details, you can start the online verification from your profile. The verification is completed through an external partner and includes uploading a valid ID or passport and taking a selfie. After that, you will receive an email with a chatbot to complete a short KYC questionnaire.

Q: Where can I start the online verification?

You can start verification in your profile by clicking “Start Online Verification”. If you don't see that button, kindly contact support@24crypto.ch

Q: Which documents do I need for verification?

In most cases, you will need a valid passport or ID card and a selfie to confirm your identity.

Q: Why do I need to answer KYC questionnaire questions?

The KYC questionnaire is part of our compliance process and helps us meet AML requirements and assess risk appropriately.

Q: Can additional documents be required?

Yes. Depending on your individual case and risk assessment, additional documents may be required to complete verification.

Q: How long does verification take?

Normally verification is finished within 30 minutes. Verification time can vary depending on the submitted information and whether additional documents are needed. We aim to complete the process as quickly as possible.

Q: Why do you require wallet verification for new wallet addresses?

To increase security, we verify new wallet addresses before sending crypto. This helps ensure that you fully control the destination wallet and reduces the risk of funds being sent to an incorrect or unauthorized address.

Q: How does wallet verification (whitelisting) work?

If you enter a wallet address that has not been used before, you may receive an automated email from our compliance team after your payment is received. Before crypto is sent out, you will be asked to complete a quick verification step to confirm ownership of the wallet address.

Q: What do I need to do to whitelist my wallet address?

In most cases, you will be instructed to send a small verification transaction from your wallet to one of our 24crypto wallets within a defined time window. Once completed, the wallet address is whitelisted under your name and future transactions to that address can be processed automatically.

Q: What if my wallet has no funds and I cannot send a verification transaction?

If you are unable to send a small verification transaction, please contact our support team. An alternative verification option may be available to confirm that you have access to the wallet address.

Q: Will I need to verify the same wallet address again in the future?

No. Once a wallet address has been successfully verified and whitelisted, transactions to that wallet address can usually be processed without additional verification steps.