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Frequently Asked Questions

How to sign up?

1 - Visit our website
2 - Click on signup at the top of the homepage
3 - Provide all the information at the form, and click on register, then boom you're done!
4 - Complete the second step by confirming your email address
5 - You can now login using your chosen username and passwords
6 - You're almost done, click Edit Profile to let us get to know you more by adding personal information
7 - Here is a step-by-step instructional video on how to signup, watch here!

Why am I being asked to verify my identity?

ID verification is required to prevent fraud and keep the community safe. It's also to increase your buying and selling limits of digital currencies on c-Exchange. Go to Account verification in the settings page to complete verifications.

I can't remember my password?

In the event you forget your password, please use the following steps to successfully reset your password:
1. Visit the Password Reset page.
2. Enter your email address and click "reset password".
3. This will send an email to the email address you entered. A temporary password will be sent to you to be able to login to your account, then go to the Edit Profile and change your password to a stronger and suitable one.

What can I do if I lose access to the email I used for c-Exchange?

If you have lost access to the email address you used to create your c-Exchange account, talk to us. We will need to initiate a verification process with you to help verify your ownership of the account.

How do I exchange buy/sell digital currency?

1. Log on to
2. Click on start Exchange
3. Select any of preferred option Send "MTN MoMo" to "Bitcoin" Receive
4. Enter the amount needed "local" or dollar"
5. Enter details of your order needed
6. Make payment using our account and add payment transaction Hash/ID details
7. confirm your order by submitting
8. Click on "My Exchange" to check your order history confirmation
9. Wait for up to 1-30 minutes or 12 hours maximum completion

How long will it take for my transaction to be processed?

Your transaction will be processed within 1-30 minutes or 12 hours maximum, from the time you successfully submitted your order. You can reach us should there by any delays but then make sure it is after your first 12 hours period.

Pending transactions from blockchain normally depend on cryptocurrency network conditions, it doesn't matter with the network fees low/high orders may take more than 12-24 hours to complete.

An increase in network traffic, for example, may cause a delay. This means your exchange order should still complete but it may take longer than usual..

You'll be refunded if in case of a problem, after your 24 hours maximum expired with a compensation bonus.

Exchange Pricing & Fees Disclosures?

Virtual Currency Transfer Fees

In general, c-Exchange does not charge a fee to use our Hosted Digital Currency Wallet service. Transfers of virtual currency to an address off the c-Exchange platform may incur network transaction fees, such as bitcoin miner’s fees, which c-Exchange may pass through to you. Any such transfer fees will be disclosed to you at the time of the transaction.

Exchange Rate

Your exchange rate for buying or selling digital currency through our Conversion Service is calculated as the market rate of the digital currency on c-Exchange platform, plus miner’s fees a spread between 0 to 50 basis points determined by the size of your transaction, market volatility and length of time using c-Exchange ("Exchange Rate"). The final exchange rate will be quoted to you before you complete your transaction.

How long does a deposit or withdrawal take to complete?

Mobile Money
When you deposit/withdraw GHS to a mobile money account, the money usually arrives within 1-60 minutes or 24 hours maximum.
When it is to a bank account, the money will arrive within approximately 6 hours during banking work hours.

The delivery information will be shown on the confirmation pop up before your order is submitted.

What price will I receive when I buy or sell digital currency?

When you make exchange, the price you receive is locked in, regardless of market fluctuations between executing the buy or sell and receiving the digital currency. The price can be volatile - by locking in the price you always know exactly what you paid for your digital currency. You can find the price you bought or sold at on your exchange history page. Since the price of digital currencies are determined by supply and demand, there is a difference between the buy, sell, and spot prices displayed on the website.

What is the minimum amount of digital currency that I can purchase?

You can purchase or exchange as little as $10.00 of digital currency denominated in your local currency according to bitcoin exchange rate price.

Payment Methods for local and international Customers?

Local users!


Withdrawal Methods:

International users!
Pay with Credit Card or PayPal

Withdrawal Methods:
Bank Transfer

How do I use my local currency (GHS) wallet?

Your local currency wallet allows you to store funds denominated in that currency as funds in your c-Exchange account. You can use this wallet as a source of funds to make instant purchases. You can also credit this wallet from the proceeds of any sale. This means you can instantly buy and sell on c-Exchange, exchanging between your local currency wallet and your digital currency wallets.

How to buy with Prepaid Balance?

3 Steps applies to all

make a deposit into your prepaid Account
After then you can either Buy or Exchange on our platform

Click on “Start Exchange”
Select the “e-currency” you want to Exchange.
a. Options: "Prepaid Balance" to "Bitcoin" or any of your choices.
Click on the “NEXT” button”
Enter the amount you need either In "dollars" or your "local currency"
Click on the “NEXT STEP” button
Enter the details of the transaction; which includes;
a. Your Bitcoin Wallet Address
Click on “NEXT STEP”

Read your order history & be sure you’re submitting the right information
Follow the instructions and Enter WD45 on the payment details filled below and click on Confirm
Leave your feedback
Wait for order confirmation at your email or Click on DASHBOARD, choose “MY EXCHANGE” and view details of all your Exchange Orders
Once your order is successfully completed, you would once again receive an email to notify you!

Why is my transaction 'Pending'?

This article is for digital currency transactions sent to or from your c-Exchange. If you're wondering about a pending transaction, you can learn more here.

Incoming transactions show up in your account almost instantly (within a few seconds) but will show as 'Pending' until there have been enough network confirmations. The number of confirmations needed is 1-3 on the digital currency transaction. Once a transaction is verified, it will show Complete in green. This lets you know that the transaction cannot be reversed and that the funds can be withdrawn.

What are miner fees and does c-Exchange pay them?

To ensure that transactions are processed on digital currency networks, outgoing transactions to external digital currency addresses typically incur a "mining" or "network fee". This fee is paid to the digital currency miners, which are the systems that process the transactions and secure the respective network. Please note: all fees are paid to miners, c-Exchange does not profit from any sends or receives.

c-Exchange does not pay the network mining fee on behalf of customers for outgoing digital currency transactions.

The fee you pay for outgoing transactions is calculated dynamically at the time the transaction is created. This means that the fee may be higher or lower depending on the overall transaction volume currently on the digital currency network. The fees are displayed on the send confirmation screen. Please note that no portion of this fee goes to c-Exchange.

c-Exchange is proud to offer our customers fee-free transactions between c-Exchange accounts! Any transactions sent between c-Exchange customers by email address take place off-chain (not on the blockchain) at no cost.

Can I get a refund for a digital currency transaction?

Due to the nature of digital currency protocols, transactions cannot be cancelled or altered once they are initiated. This is what allows merchants to accept digital currency without the risk of chargebacks. It also means users must be careful when they send funds, as transactions cannot be undone, outside of asking the recipient for a refund. Please refer to our User Agreement.

I sent funds to the wrong address. How do I get them back?

Due to the irreversible nature of digital currency protocols, transactions can neither be cancelled nor reversed once sent. In this scenario, it would be necessary to contact the receiving party and seek their cooperation in returning the funds. If you do not know the owner of the address, there are no possible actions you can take to retrieve the funds.

Because of this, it is essential to exercise caution when sending. It is always recommended that you double-check that the address you are sending to exactly matches the address of the recipient before sending.

Can my account be deactivated? or Why is my account blocked?

If you are found doing fake transactions a number of times, your account will be permanently blocked. Make sure you do one transaction at a time.

What is c-Exchange?

c-Exchange is a secure online platform for buying, selling, transferring, and storing digital currency. Our mission is to create an open financial system for the world and to be the leading global brand for helping people convert digital currency into and out of their local currency.

  • We make buying and selling digital currency easy.
  • Sending or receiving digital currency between online wallets, friends, or merchants on c-Exchange is free!
  • We handle security and backups so you don't have to worry.
  • We are a "one stop shop" - we offer a wallet, an exchange, and merchant tools within one simple interface and many more coming soon.


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