Frequently Asked Questions

What is Bitcoin?

Bitcoin is a digital peer-to-peer monetary system. Unlike services like PayPal or your mobile banking app, however, you remain in complete control of your wealth. No one can take it from you, freeze your funds or reverse your transactions.

Bitcoin relies on a public and distributed ledger (a blockchain) with a list of all transactions dating back to its creation in 2009. Synchronised copies of this database are held by independent users (running nodes), allowing them to reject any updates that do not conform to the copies held by the majority.

Another subset of users, miners, run specialised hardware that ‘guesses’ at cryptographic puzzles set out by the network. Should they guess correctly, they earn the ability to append the next lump of transactions to the ledger (and earn a set amount of Bitcoin for doing so). Because it is incredibly hard to guess this (but very easy for other users to verify), and because it is so expensive to purchase and run the hardware used for mining, dishonest participants are deterred by monetary loss.

Where can I buy vouchers from?

You can find detailed information on all of our locations here.

Why does it say my voucher is invalid?

You must have the currency set on the website to that of the voucher, you can change the currency setting here.

What are the commission rates?

We offer discounted commissions based on the level of your account.
From time to time we will also offer additional incentives that will reduce the amount of commission you pay.
Our standard commission structure is detailed below:

Redeeming Vouchers

  • Unregistered: 6.00% commission
  • Registered Account: 5.50% commission
  • Verified Account: 5.00% commission

Selling Bitcoins

  • Unregistered: 3.00% commission
  • Registered Account: 2.75% commission
  • Verified Account: 2.25% commission

How do I verify my account?

You can verify your account once you have redeemed over $150.00 USD worth of vouchers with us.

You verify your account by providing your personal information and uploading identity and address documentation, a verified account enables you to redeem vouchers of any value and will also save you money on commission.

To verify your account you will need to provide the following information:

  • Full Name
  • Date of Birth
  • Nationality
  • Address
  • Telephone Number

Acceptable Identity Documents

  • Passport
  • Driving License
  • National Identity Card

Acceptable Proof of Address

  • Bank / Mortgage Statement
  • Utility Bill (Electricity, Water, Gas, Internet etc)
  • Government Issued Document

You will also need to provide a recent selfie.

What happens if I cannot collect my cash?

You will need to contact support for a refund, you will receive your the full amount you paid in Bitcoin minus the network transaction fee.

How can I become a location?

Our business partners manage each jurisdiction, open a support ticket if you want to contact our business partner in your area.

Where can I find the terms of service?

You can find the terms of service here.

Where can I find the privacy policy?

You can find our privacy policy here.

How can I submit a subject access request?

You can submit a subject access request by creating a new support ticket and asking for one to be completed, a £10.00 (GBP) fee will be charged.

Support

Access support ticket

New support ticket