Help & Support

Bitcoin is many things to many different people around the world, the one common denominator is that people do not need permission from a central authority to use the Bitcoin network. You can find more information on Bitcoin here.

Deposit Fees

Our fees vary depending on how you are depositing funds with us.

• Bank payments: 2.00%
• Cash deposits: 4.00%
• FastBitcoins vouchers: 4.00%
• Flexepin vouchers: 9.75%

Selling Fees

Selling Bitcoin to us incurs a 0.50% fee.

Withdrawal Fees

Withdrawing fiat from your account is subject to the following bank fees:

• GBP: £1.50
• EUR: €1.50
• CAD: C$2.00
• AUD: A$2.00

Bitcoin Payment Fees

Our fees vary depending on the method used to broadcast the Bitcoin transaction.

• Lightning: Free
• Liquid: Free
• Onchain (Batched): Free
• Onchain (Priority): Variable * Coming soon

Flexepin is a cash voucher for online payments

Flexepin is a fast, secure and private method of depositing funds into your account using a prepaid voucher. Vouchers can be purchased at thousands of locations around you.

• Easy & Simple
• Fast
• Private
• Flexible
• Safe & Secure
• Trusted

The fees we charge when redeeming a Flexepin voucher 9.75%

What size vouchers are available?

What are the limits when using Flexepin?

Once you have purchased your Flexepin voucher featuring a unique 16-digit code, you can deposit funds into your account. To do this, enter the 16-digit code printed on your voucher into the form here.

Our founders believe financial privacy is a basic human right, so we make our services as private as possible, however to continue operating the business we must follow the laws set in the countries where we operate.

When you create your account you must complete the verification process. Sometimes we may need to ask for additional information relating to individual transactions.

Once logged in you will be guided through the verification process.

You will need to provide your personal information including your full name, date of birth, nationality and address.

You will also need to provide an identity document to show that the details you have provided are legitimate. We divert you to a third party service to confirm your identity, this process will include taking a selfie and a photo of your identity document.

The entire process is normally completed in under 60 seconds, however sometimes it may require manual review and you will be notified by email and sms when the review process has been completed.

Acceptable identity documents:

• Passport
• Driving License
• Government Issued Identity Card

All identity documents must be valid and NOT expired.

You can purchase vouchers from one of our partner retail locations. You can find your closest retailer using our locations map here.

If your account is verified, you can deposit using your OWN bank account (3rd party deposits are not accepted and will result in your account being closed).

We are growing and have a number of roles available in both compliance and sales.

Please contact [email protected] if you're interested in joining our team.

No, we are proudly Bitcoin only and will remain so indefinitely.

Vouchers can only be refunded by the location at which it was purchased. If you have redeemed your voucher it cannot be refunded, unless the transaction has been cancelled by us.

We currently have plans to expand across Europe, Canada, Asia, Africa and South America so why not refer locations to us in your user account dashboard, you will earn Bitcoin if they become a partner with us.

Retail merchants do not have access to your account information, order information or voucher information. They can only perform the action of selling vouchers, processing deposits and processing cash collections.

Under no circumstances can support discuss your account or transactions with the person or store representative that sold you a voucher or processed a deposit.

Delivery times can vary, mostly dependant on the method you have chosen to receive your delivery.

Standard on-chain

Deliveries can take anywhere between 1 minute and 3 hours depending on a multitude of factors including network congestion and the size of your delivery. Once requested you will be provided with an estimated delivery time.

Lightning Network

Routed Lightning deliveries are processed instantly, however due to the way in which the network re-tries to make failed deliveries it may take up to 45 minutes for you to receive notification that the payment has failed.

When receiving your delivery into a new Lightning channel, the Bitcoin network will need to confirm the opening transaction before the channel is available to use. The amount of time required will mostly depend on how many confirmations your software requires before making the new channel active.

Liquid

Liquid deliveries of L-BTC are completed instantly.

As a business we must adhere to the local laws and regulations of where we operate. This includes ensuring our users are not laundering the proceeds of crime or participating in the financing of activities deemed to be terrorism.

Whilst we may not agree with all of these measures, we must adhere to them otherwise we wouldn't have the ability to provide people with access to bitcoins at all.

We do however use this opportunity to perform safeguarding for our users to ensure that they are not being misled or subjected to any crimes and or scams.

Please note

We will only provide information to law enforcement or tax authorities when legally required/forced to do so. We do not share your information with anyone else for on a voluntary basis or for profit.

As a company we take your privacy seriously and we believe Bitcoin can ultimately be used as means to reclaim individual sovereignty and all of the self responsibility that comes with.

Standard on-chain

This is the most simple form of delivery, most Bitcoin wallets provide this functionality, however over time accessing the base-layer (blockchain/on-chain) will become more and more expensive to transact.

Lightning Network (routed)

The Lightning network is a layer above the Bitcoin blockchain which allows for extremely low fees and multiple payments with congesting the main Bitcoin network. If you already have inbound capacity in your Lightning wallet you can provide us with a Lightning invoice generated in your wallet or provide us with your Node ID and we will send the payment over the network to your wallet.

Lightning Network (new channel)

If you don't have inbound capacity in your Lightning wallet, we can open a new channel with your Lightning wallet, in the process of opening the new channel we will push your bitcoins to your side of the channel and include a little extra inbound capacity for you.

Liquid (L-BTC)

The Liquid network is sidechain based settlement network that operates alongside Bitcoin, designed for traders and exchanges. Liquid deposits and withdrawals are available on many exchanges to provide quicker transfers between exchanges and increased privacy through the use of Confidential Transactions. You can read more on Liquid here.

We aim to review all deliveries within 24 hours, however we are normally much quicker at reviewing deliveries.

Existing merchants can access their dashboard here.

We are always accepting new merchants if we operate can operate in their country. Merchants and retailers looking to find more information on what we enable can be found here.

Our standard commission rates varies and depends on the service being offered by each merchant, however it generally ranges between 1% and 2% of the transaction as commission income.

Qualifying merchants can become a partner location with absolutely ZERO risk, we give them a credit account and the point of sale hardware with no upfront payment.

We generally decline applications from individuals, unless the proposal is of interest and sufficient detail. We will not accept individuals that merely want to arrange in person meet-ups with customers without a place of business.