External providers are specialized companies that allow converting traditional money (fiat) into cryptocurrencies and vice versa within the Exchange.
The Exchange does not directly process card payments or bank transfers.
Instead, it connects the user with regulated providers that handle the payment.
Why does the Exchange use external providers?
Because converting fiat ↔ crypto involves:
• Regulatory compliance in each country,
• Connection with banks and payment networks,
• Anti-fraud controls,
• Additional identity verification.
External providers already have:
• Licenses
• Banking infrastructure
• Regulatory compliance systems.
What exactly does an external provider do?
An external provider is responsible for:
• Processing card or transfer payments
• Applying additional KYC verifications
• Validating banks, cards, and ownership
• Defining exchange rates and commissions
• Crediting or settling the funds
• Complying with local and international regulations
The Exchange does not control or modify provider decisions (approvals, rejections, times).
How does the user interact with an external provider?
Although everything starts from the Exchange, the real flow is:
The user selects Buy/Sell with fiat
The Exchange shows available providers
The user chooses one
The provider:
◦ requests data,
◦ processes the payment,
◦ may request additional verificationThe provider confirms the operation
The Exchange credits the cryptocurrencies or fiat
In some cases, the user may be redirected to the provider’s site to complete the payment.
Simple example
You want to buy USDT with a card:
• You start the purchase on the Exchange
• The provider processes the payment with your bank
• If the bank approves:
The provider confirms the purchase
The Exchange receives the confirmation
The USDT arrives in your Wallet
Why can a provider ask for more information?
A provider may request:
• Additional identity document
• Selfie or proof of life
• Bank statement
• Card verification
This is not an error, it is part of regulatory compliance.
Processing times
Times depend on the provider and the method:
• Card: from minutes to a few hours
• Bank transfer: from hours to business days
• Off-Ramp (withdrawal to bank): depends on the receiving bank
The Exchange cannot speed up these times.
Why can an operation be rejected?
The most common causes include:
• Issuing bank policies
• Country restrictions
• Incorrect data
• Insufficient funds
• Anti-fraud controls
• Risk history of the payment method
Rejection does not imply a problem with your Exchange account.
Security: how providers protect you
• They comply with KYC/AML regulations
• They use anti-fraud systems
• They protect banking data
• They operate under international standards
When to contact support
Contact support if:
• The payment was approved but not credited.
• The provider confirmed the operation.
• You have a valid receipt.
• The estimated time has already passed.
Have ready:
• Provider used.
• Fiat currency.
• Cryptocurrency.
• Amount.
• Date and time.
• Receipt.