FAQ

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Chatex is an easy-to-use and secure P2P exchanger and cryptocurrency wallet. Why us?

  • First of all because it is an absolutely legal service. The company is registered in Estonia with the necessary licenses for the exchange.
  • Reliable wallets from a reputable supplier – BitGo.
  • The focus is on taking care of our customers – you always have the opportunity to contact us, we will always answer. Quick resolution of incidents (disputes), which is crucial not only for traders, but also for ordinary buyers, because you trust us with your money. All our disputes are resolved in real time (here and now), and we are always in touch with our customers 24/7.
  • One of our competitive advantages we see in the focus of work through messengers. It gives an additional level of security (it is hard to attack through the infrastructure of instant messengers).
  • We have created the maximum possible user-friendly interface. And being on hand in all popular messengers gives to all our users the opportunity to choose familiar functionality and interface.
  • And finally, everything is quickly and easily. In a couple of steps you can start to work with our bot: you get link, open it, choose your favorite instant messenger, get it into the bot, make up a name – and you are our client!

You can learn more about all the features of the bot in other sections of the FAQ.

Or you can ask your questions to our support team.

Step 1. To start using our bot you need to install your favourite messenger on your mobile device or PC.

Step 2. Go to Chatex (@Chatex_bot), tap «Start» button and select your language. Our example is “English”

Step 3. Come up with a unique username and write to our bot. Now select the country of your location.

After these steps, you will complete the registration and log in to your bot profile.

If the bot failed your commands or messages:

  • Carefully check your network connection.
  • We may also be working on the service – we are rapidly developing and sometimes we need to download updates. But we are not Windows10, and we warn about the major works of the service and usually carry them out quite quickly, just wait for a while.

If you have other errors and problems – contact our 24/7 support directly in the bot or via other communication channels. We will not disregard your appeal.

Profile

Go to «Profile» → «Verification».

  • Choose the type of document you specify: Passport, ID-card or international passport;
  • Attach the photo of this document, make sure that the image is clear, without glare, and all edges of the document are visible;
  • Take and attach the selfie with this document without accidentally closing your face or document;
After that, the message will show up: «Your data has been sent for verification» and sending files will be automatically checked by the system.

On an average, the verification process takes about 15 minutes. You can use the bot at the time.

At the end of the automatic check, you will receive the message with the results of verification in the bot.

It is important to know that:

  • It is not recommended to use graphic editors and change any information on the photo;
  • Verification will not be completed if the necessary information is not clearly visible;
  • If necessary, the support service can contact you and request additional information;
  • After sending any data, it will take some time for checking purposes;
  • You can always contact our support team in the bot, if you have questions or problems.

After verification, the user will have access to the Pin-code service, which will allow to protect clients from unauthorized access to their wallets and transactions.

In case of loss of the phone, you will not lose access to your account with wallets, if you contact support and confirm your identity by providing relevant documents.

Also verified users gain more trust from the users, and the number of responses to transactions from other users increases. The verification option for users is obligatory on all the LEGAL services operating in Europe. We are incorporated in Estonia and comply with the laws of this country. In accordance with the rules of the GDPR our data servers located in Europe. It is worth mentioning that personal data are not processed manually (neural networks), so there is no risk of leak of data on our part. Your data are automatically processed by our partners Sum & Substance Ltd. That is all written in the Privacy Policy.

Now, most users in the world take verification as a more or less common process for storing and exchanging cryptocurrencies.

After you send the verification data to the bot, this will be automatically processed by our partners – Sum & Substance Ltd. Such processing takes some time and by the end of it, you will receive a message in the bot with the result. The cause of the problems will be written there. For example, it may be the poor quality of the photo, the wrong document or it is not fully visible (covered with a finger or not all corners was fit in size of lens).

You can take a new photo of the document or selfie with it in your hands and send it to check again. And if it is not possible to solve the problem or you just need help with verification – you can always contact support.

To view information and statistics of your profile:

  • Go to the «Profile»;
  • The chat bot will send you a message with the information about your profile.

There displays that information:

  • Username;
  • Date of registration;
  • Country;
  • Verification status;
  • Reviews, your rating;
  • You are blocked by;
  • Amount of deals;
  • Trading volume.

You enter the user name only during registration and its change is not provided yet. It is also impossible to change the data that you entered during the verification process. But if you have any problems with your data, please, contact with support.

Our chatbot has a rating system of users. People will more often respond on ads of trader with high rating. They will trust him, and ads from a user with a low rating may not interest anyone.

Even at the beginning of the deals, both users can see each other’s information including the number of reviews, as well as the volume of trading. In your account, you can check this information in the «Profile» section.

If you behave politely with the another user during the deal, being a buyerquickly sent the funds, and being the creator of the ad offer favorable conditions – do not doubt that the second participant will appreciate you positively after the deal with you. That will can give you an advantage over the rest of the traders and another users will chose your ads as trusted one.

Users who trade unfairly and make attempts to deceive others, receive a negative rating after each decision of the arbitrator, are not in their favor. Also, afterthe deal, the users can give that fraudster a negative evaluation, which will significantly affect the trust in his person from the community. In case thatkind of measures do not help to change the behavior of the dishonest trader, then we can ban him.

Security

Yes, trading through the Chatex is absolutely safe with minimal precautions from your side.

  • We are the first exchanger of this class, which has the necessary licenses;
  • We provide users with a completely white service with crypto wallets from the company BitGo, which is famous for its safety and reliability;
  • We provide arbitrage of transactions in disputable situations, thereby minimizing the risks of fraudulent actions by the users of the service;
  • After verification set a PIN-code, which will protect your wallet even in case of unauthorized access to your device and bot profile;
  • Round-the-clock support is always in touch in case of problems.

The support service works 24/7. Always ready to help you!

To contact us:

  • Find the «Support» button;
  • Make sure that the bot has switched to a dialogue with support (you will receive the message from the bot about that);
  • Write your message;
  • Click on the button to send a message;
  • After that, you automatically leave the dialogue mode with support. Sending messages working «one by one». To send another message, you need to click the support button again

So, where to find this «Support» button?

  • After registration the button will be in the «Information» section of the main menu;
  • If the member of the support team has already written you a message, you can fast write to him by clicking the «Restart» button under his message. Do not confuse this dialogue with the messages from users of the deal;
  • If the problem occures during the deal, so that the buyer and the seller cannot solve the situation by their own, they both can call the special support as an arbitrator by pressing the appropriate button of the bot’s dialogue box.

  • Make deals only in our chat bot;
  • Carefully review the terms of trade before agreeing to a deal;
  • Do not press the «Received money» button until the funds are credited to your account / wallet;
  • Do not use third-party software and do not open files sended from another users;
  • Be careful and do not perform the requirements of fraudsters, who posing themself as support service specialists;
  • Also, you can set a PIN code in your wallet – it will be requested for each operation that requires debiting funds from your purses. This set up is located in the section «Profile» → «Security» after your passing verification.

It is possible to restore access to your profile and to the wallet with all your funds, but only after passing the verification.

You can contact support with a request to receive more attempts to enter a pin-code, if you accidentally break the limit of attempts to enter it.

If you have forgotten a pin code or lost access to a phone number, then to restore full access to your account, you will need to confirm your identity. Verifying your data will take us some time in order to protect user accounts from fraudsters. In any case, to confirm your identity, you also need to contact support, describing the whole situation and reasons to us.

Documents are available in the .pdf format:

If you are already logged in, the agreement and license will be in the «Information» section → «Documents».

Wallet

The BitGo wallet is attached to a user account immediately after registration.Moreover, the wallet is created for each cryptocurrency, as a result you have several cryptowallet on your account.

To find out the address and current balance one of them:

  1. Go to the «Wallet»;
  2. Select the cryptocurrency you need;
  3. Chat bot will send you a message with your current account balance and cryptowallet address. Also you can see it as QR-code here.

  1. Go to the «Wallet»;
  2. Select the cryptocurrency;
  3. The chat bot will send you a message with the balance and address of the cryptograph for replenishment in this cryptocurrency;
  4. Knowing this address and having a cryptocurrency on another wallet, you can send the appropriate funds to your wallet in the bot;

Sometimes cryptocurrency is tranfering within 25 minutes, but more often it tranfers immediately after two confirmations of the network.

If you have some difficulties with this question, you can write to support (“Information” – “Support”) and describe the situation.

If you need to withdraw funds to another wallet:

  • Go to the «Wallet» section;
  • Select the cryptocurrency;
  • The chat bot will send you a message with the balance and address of your crypto wallet for replenishment in this cryptocurrency;
  • Click «Output»;
  • Insert (/Enter) the wallet address for withdrawal. Or send a picture with the address as QR-code to the bot, it automatically converts it and shows the result;
  • Enter the amount to be sent, the maximum of it will be written by the message;
  • Confirm the operation;
  • Expect receipt of funds, the transaction sometimes transfers within 25 minutes, but more often it tranfers immediately after two confirmations.

In the same way, you can add funds to cell phone account of another user of this bot, what is more thats transfers immediately.

If you have some difficulties with the money transmission, you can always send a message to support with and describe the situation.

Funds are sent to and from your wallet account in about 25 minutes, but usually it happens faster. It is required two network confirmations at the minimum. Confirmation of transactions is a process which is important in the protection of the write-off that is already spent («Double-spending»).

Money is transferring to the wallets inside the bot immediately, according to it the funds come immediately after you click “Received funds” at the final stage of the transaction.

Always be careful when you enter the address of transaction.

Because you have active deals or cryptocurrency ads. The service blocks some amount of cryptocurrency on the wallet of sellers, which is equivalent to the amount of the active deals or your ads.

When you check the balance of the cryptos, the bot always sends messages about frozen money and it`s operations.

To unfreeze funds, delete the this advertisement or complete the deal.

  • Go to the «Wallet»;
  • Click «History»;
  • Choose the cryptocurrency witch history of operations you want to see. Each cryptocurrency have the individual wallet;
  • The files will show up in the form of a table in the .csv format, which include the information about all transactions related to the selected wallet.

The history of the separate transactions can be viewed in the section “Exchange” – “History of transactions”.

Trade

You can make a deal by finding another user’s advertisement or by creating your own. All possible cases will be visually described below.

If you want to sell cryptocurrency and you have it on your wallet (if not then you need to transfer it there first), then check the existing advertisements.

If you could not find another user’s advertisement that would suit you – just create your own one on your terms.

After creating your advertisement all you have to do is to wait. If you have a respond to it, you will receive a notification into the bot with a description of further instructions.

It is safe and profit-making to make a deal in our bot. The main thing to remember is never press the “Money Received” button until the money has been credited to your account of the selected payment system.

  • Go to the «Exchange» section;
  • Select the section «Buy»;
  • Select the cryptocurrency you want to buy from the list;
  • From the list select the fiat currency you want to buy a cryptocurrency with;
  • From the offered list choose the payment system which you want to use to buy a cryptocurrency;
  • Select from the list the advertisement that suits best for your request;
  • Read the terms of the deal for this advert;
  • Confirm this advert by the «start» button, if the terms of the transaction suit you;
  • Enter the amount of the fiat currency which you want to give to buy the cryptocurrency, in accordance with the limits specified by the seller;
  • Read the final details of the purchase and, if approved, confirm the transaction;
  • Wait a response from the seller;
  • After receiving confirmation from the seller, you will receive the information report of the details of the deal;
  • Transfer funds in accordance with the terms of the deal and click «Funds have been transferred»;
  • Provide the information to help the seller identify your payment;
  • You can also contact the seller for additional questions;
  • After confirmation of the payment receipt from the seller, the purchased cryptocurrency is credited to your account;
  • At the end of the deal you can leave feedback about the seller.

  • Go to the section «Exchange»;
  • Click «My Ads»;
  • Choose the section «+Create an advert»;
  • Select the section «Buy»;
  • Select the cryptocurrency you want to buy from the list;
  • From the list select the fiat currency you want to buy a cryptocurrency with;
  • From the offered list choose the payment system which you want to use to buy a cryptocurrency;
  • Specify your price for cryptocurrency you want to buy:
    • In the form of a fixed number;
    • As a percentage of the exchange rate (it is proposed to choose the exchange in the next step);
    • In the form of a numerical difference from the exchange rate (it is proposed to choose the exchange in the next step);
  • Specify the minimum and maximum amount in the selected fiat currency for which you are ready to buy cryptocurrency in a single transaction;
  • Enter the terms of trade;
  • Read the final version of the advert and, if you agree, click on the “Create” button;
  • Wait a response from the sellers.

  • Go to the section «Exchange»;
  • Click «Sell»;
  • From the list select the currency you want to sell the cryptocurrency for;
  • Select the cryptocurrency you want;
  • From the offered list choose the payment system which you want to use to sell a cryptocurrency;
  • Select from the list the advertisement that suits best for your request;
  • Read the terms of the deal for this advert;
  • Confirm this advert by the «start» button, if the terms of the transaction suit you;
  • Enter the amount of the fiat currency which you want to give to buy the cryptocurrency, in accordance with the limits specified by the seller;
  • Enter your payment details to transfer funds to you using the selected payment system;
  • Read the final details of the sale and, if approved, confirm the transaction;
  • Wait a response from the buyer;
  • After receiving confirmation from the buyer, you will receive an information report of the details of the transaction with the status of waiting for a money transfer from the buyer;
  • As soon as the buyer transfers the funds, the status of the details of the transaction will change to «the buyer has paid». After you make sure that you have received the transfer of funds in accordance with the terms of the transaction, click the «Received money» button under the message of the details of the transaction.
  • At the end of the deal you can leave feedback about the buyer.

  • Go to the section «Exchange»;
  • Click «My Ads»;
  • Choose the section «+Create an advert»;
  • Select the section «Sell»;
  • From the list select the cryptocurrency you would like to give (if you do not have the required cryptocurrency, the bot will ask you to add funds first);
  • From the list select the fiat currency you want to sell a cryptocurrency for;
  • From the offered list choose the payment system which you want to use to get money;
  • Specify your price for cryptocurrency you want to sell:
    • In the form of a fixed number;
    • As a percentage of the exchange rate (it is proposed to choose the exchange in the next step);
    • In the form of a numerical difference from the exchange rate (it is proposed to choose the exchange in the next step);
  • Specify the minimum and maximum amount in the selected fiat currency for which you are ready to sell cryptocurrency in a single transaction;
  • Enter your payment details;
  • Enter the terms of trade;
  • Read the final version of the advert and, if you agree, click on the “Create” button;
  • Wait a response from the buyers.

In our bot are already represented the majority of payment systems. If it seems to you that there is no your payment system try to create your own advertisement and see what features settings you can adjust. Our team has worked the most popular ways of transferring funds, everything is simple and easy.

In the future it is planned to add more cryptocurrencies, stablecoins and much more. Follow the news, we will inform everything on our information channels (like https://t.me/chatex_an).

  • The minimum cryptocurrency value when creating an advertisement is 0.01;
  • The number of advertisements you can create is unlimited;
  • Users can buy cryptocurrency about existing adverts with a current balance smaller than the transaction amount. At the same time, you cannot sell cryptocurrency about existing ones with a current balance smaller than the transaction amount;
  • Two adverts of the same payment system + of the same currency cannot be created. If you try to create the second advertisement, you will just edit the first one. If you have several cards of the same bank – at the time of the transaction, you can specify different details for each responded to your offer;
  • The limit that you can set on your adverts is the amount within which the transaction will be completed at the fixed rate;
  • Your advertisement will become inactive if the amount of cryptocurrency on your wallet changes in such way that it is not enough for the transaction;
  • You can temporary hide ( or show) your advert, so it won’t be displayed to other users. Separately, there is a feature to suspend / resume trading on all your adverts. All this features you can find in the editing menu. The formula for calculating the rate you created is also displayed there.

Where can I see the list of my adverts and how to edit one of them?

  • Go to the «Exchange» section;
  • Click the «My Ads» button. You can see all your created ads if you have one of it (How to create?);
  • Click on one of that ads and you will be taken to the menu you are looking for, with full information on this ad. Here you can: change the price, limits, details, conditions, you can hide the ad, making it invisible to other users, until you activate it again; and you can delete your ad.

  • On buying a cryptocurrency, before pressing the button “Payment is made” and the actual transfer, the buyer has the opportunity to cancel the dea;
  • On selling a cryptocurrency, it is impossible to cancel an active trade in progress by yourself. To cancel the deal, you need to give the buyer notice not to send money and click cancel, or contact the arbitrator with a request to unfreeze the funds and return your cryptocurrency. But this is possible only if the buyer did not manage to transfer funds to you. And of course your rating will cut if you cancel the deal in this way.

  • Go to the “Exchange” section;
  • Click the button «Deals»;
  • Choose from the list of active deals the one where the counterparty does not fulfill the conditions (click on it with the mouse);
  • Click the «Аrbitrator» button, under the message with a detailed description of your active deal;
  • Inform the arbitrator about your claims;
  • Provide evidence of non-compliance with the terms of the deal from the opposite side;
  • After considering the arguments and evidence from both parties, our arbitrator will decide on resolution on your deal.

Arbitrage is the process of analyzing of a problem situation that has occurred during real-time trading.

In other words, if the user responded to your ad, but doesn’t make his obligations (for example, he didn’t transferred money for deal to your payment system account), then you have the right to not continue the deal and call the arbitrator to investigate the situation.

At the time of the arbitration, the cryptocurrency stay frozen and can be returned back to the seller, or transferred to the buyer – it all depends on the decision of the arbitration.

Each arbitration case is considered individually. And depending on the situation takes a different amount of time. The arbitrator is in touch around the clock and informs the parties to the deals about the status of the arbitration.

Usually first of all the arbitrator spots the cause of the problem, communicates immediately with the buyer and seller, hammers out the necessary details and data about users, asks for the necessary proof of payment as required. At the end of the proceedings, a verdict is made in favor of one party or another.

To write to whom you are trading with:

  1. Go to the “Exchange” section;
  2. Click the «Deal» button;
  3. Choose from the list of active deals the one where you want to contact the user(click on it with your mouse);
  4. Click the «Seller» button if you are a buyer or «Buyer», if you are a seller – under the message with a detailed description of your active deal;
  5. Enter text or send a screenshot / photo;
  6. The other party of the deal will receive your message.

Files of non-standard formats, large size or images of unusual resolution may not send.

Be careful: do not open files sent by another participant in the transaction if you are not sure that they are safe.

  • Go to the “Exchange” section;
  • Click the «Deal» button;
  • The chat bot will send you a message with a list of your active open deals.

If you choose one of them and click on it, there will appear window with buttons for managing this open deal.

Straight before confirming the transaction for the buying or sale of cryptocurrency, you can see the nickname of the buyer, his transaction volumes and rating. There is also a payment method, transaction limit and special conditions and preferences of the user for the transaction.

If you do not trust the buyer do not confirm the conclusion of the transaction – try to search for another ads or create your own one.

Information

Be sure to check out the “Information” section in the bot – there is all the concrete and relevant information!

The commission obtained by issuing owners of ads and by the withdrawal of funds to third-party wallets. We don’t take money for anything else – trading takes place between users!

The commission in our bot is relatively small, because our mission is to give honest traders better traffic. Thanks to verification in our bot there is less fraud = less risk = less expenses = lower prices for normal users.

The meaning of the referral program is to give you the opportunity to earn money by inviting your friends to Chatex. You will draw interest from the commission of the deal done by them.

How to involve new user by referral program?

  • Go to the “Wallet”;
  • Choose the button “Referral”;
  • The chat bot will send you a message with your referral link and the referral program terms;
  • For each of your friends, after they follow your link and register with Chatex, you will start receiving referral income, payments of which are credited to your bot wallet in the cryptocurrency and take up to 90 days.

P2P trading is one of the rapidly advancing types of trade in the cryptocurrency market, which gives users the opportunity to transfer assets and their payment without involvement of intermediaries such as cryptocurrency exchanges, exchange offices and etc.

Our bot is an exchanger “Peer to peer” or “from user to user” – a method of trading with no middlemen, where the seller and the buyer find each other and trade in independently. And we provide the opportunity for dealers to exchange, provide wallets and the service itself, arbitration in case of problems, support in case of questions about the service and other services, without actually interfering in the process of the deal. You set in your own rihht the terms and details of the transaction.

This way of trading allows us to maintain increased anonymity and provides the ability to use more cryptocurrencies and payment methods compared to traditional trading venues. We compensate the security of transactions with reliable BitGo wallets, 24/7 support and other methods.

Hot wallets are cryptocurrency storage platforms that need a permanent internet connection. These wallets include stock exchange accounts, online services, etc.

Cold wallets are cryptocurrency accounts that do not require a permanent connection to the Internet. In fact, this is a software that stores a copy of the entire blockchain so that you can do some operations.

A private key is a randomly generated code that is attached to the assets of your wallet and confirms possession of them. Knowing the private key, you can make any transaction with the user’s wallet.

Our service uses hot wallets (so you cannot find out the private key) from BitGo, but in the future we can connect cold ones.

In some countries instead of national passports special plastic cards are used for personal identification. Identity card, or ID card – is an official document that proves one’s identity, including electronic systems of different levels and purposes, usually made in a plastic card format. ID-card should contain information about its owner.

If you have such card that can be considered as a national identity document (such as a passport), then you can send this card to our Sum & Substance system for verification, instead of a passport or foreign passport. The system will automatically check this data for correct input and inform you the result.

Cryptocurrencies are a promising technology and it will develop intensively. Making the right investments in certain cryptocurrencies is easy to earn. You can find the relevant sections on the Internet.

For example, the easiest way to make money is to buy cryptocurrency for the cheap price and sell it more expensive. Thanks to our bot you can find favourable offers for you. You can sell your funds by creating your advert for the sale of this cryptocurrency on favorable terms.

In any way, our bot is user-friendly for crypto-trading and reliable way to store crypto-assets. And the prospects of our development will increase your funds).