You will find our answers to commonly asked questions about transactions.
Is it necessary to have a cryptocurrency wallet in order to buy cryptocurrency?
My transaction is under review
I’ve completed the questionnaire, why is my transaction still under review?
Where can I see the fees?
Why was my transaction rejected by your Security Department?
Q: Is it necessary to have a cryptocurrency wallet in order to buy cryptocurrency?
A: Yes, that is correct. In order to proceed with a transaction, you would have to indicate a wallet address to which the funds will be sent. We recommend using your personal wallet that only you have access to.
Q: My transaction is under review for x minutes/hours.
A: We kindly ask you to check your Paybis account transaction window and your email inbox as well to see if you’ve received any emails from our team with the subject of your transaction invoice (Paybis transaction invoices start with PB).
If you haven’t received any emails and you’ve checked all of your inboxes (spam, junk, promotions etc.), please contact us at email@example.com or use our chat at the bottom right of our website (Select Transactions -> Under review)
Q: I’ve completed the questionnaire, why is my transaction still under review?
A: After completing the questionnaire, we kindly ask you to reply to the e-mail containing it, or write an e-mail to firstname.lastname@example.org indicating that you have completed it.
Q: Where can I see the fees?
A: When placing a transaction, you are able to see the amount you will spend under the “You spend” section and the amount of cryptocurrency you will receive under the “You receive” section. You can also see the value of cryptocurrency after the fees. See the examples below for credit/debit card and Neteller payment methods.
Q: Why was my transaction rejected by your Security Department?
A: Security Department decided that it is not possible to complete the transaction. Therefore, it has been refunded. We may not disclose any reason for your payment rejection due to security reasons. Hence, we were not able to provide you with any additional information regarding the aforementioned decision. The decision is internal and cannot be commented on or re-reviewed. We apologize for the inconvenience and hope for your understanding.