FAQ
   2017/8/8 0:00:00

Deposits  

Before we go further please, make sure you send your deposit transaction exactly to your PRIME EXCHANGE address which currently displayed on the same line with appropriate cryptocurrency name and ticker in your "Deposit (Coin)" page. Make sure it has enough confirmation which can be found in block explorer of this cryptocurrency. You can always find block explorer link in the coin info link on trading page. If your deposit does not meet above requirements we most probably will not be able to help you.

I did not receive my deposit which has enough confirmation on blockchain >> 

Please make sure you sent it to your current address. It is very important to make sure you sent above minimum deposit amount if applied (displayed near your address on "Deposit Coin" page) or it will be lost - we will not be able to recover it. Please, check your current address of specific coin in your "Deposit (Coin)" page. We will not be able to register any deposit if you do not send it to your current PRIME EXCHANGE address. I'm aware of above information. I want to create ticket. >>

My deposit transaction does not get confirmations on blockchain >>

Sometimes cryptocurrency transactions got stuck with no or low confirmations on blockchain (check on block explorer). There can be many reasons for that: low transaction fee, no miners presence, blockchain issues like forks or checkpoint. Please, wait for required amount of confirmations on blockchain.

I sent my deposit to wrong address >> 

We are sorry but we are not able to register any deposit if it sent not to your current coin address. We are also unable to register deposits of coin A if you sent it to your PRIME EXCHANGE address of coin B. We do not provide any keyfiles or private keys.

My deposit transaction ID got posted to my balance but amount is not correct >> 

It's rare but sometimes transaction got split into several outputs. In this case we need to verify this transaction manually. Please, provide correct information in ticket and we will resolve it best possible way. I'm aware of above information. I want to create ticket. >>

I have a problem with fiat deposit >> 

In case you can't see it in your deposit history here - please, create ticket and provide all transaction details. We will do our best to find it and post to your balance. In case you deposit with our partners - please, contact them first and make sure they processed your deposit. I'm aware of above information. I want to create ticket. >>

Withdrawals  

First of all make sure you confirmed your withdrawal with your history for transaction ID. You can also check your withdrawal transaction ID with its coin block explorer.

I did not receive my withdrawal >>  

Please, make sure you don't have unconfirmed withdrawals. In case you do not have unconfirmed withdrawals - check your "Withdraw Coin” under account. There has to be a record with transaction ID of your withdrawal. In case there is a record with transaction ID - withdrawal went fine. In case there is no record - please, create ticket and we will do our best to fix this issue. I'm aware of above information. I want to create ticket. >>

My withdrawal was processed and I have transaction ID in history but I don't receive coins in my wallet >> 

Most probably you or destination service have your wallet not synced well. Make sure you are on correct fork (you can check it with block explorer) and you are on latest block. In case it is destination service - please, contact them first and provide transaction ID you have in your history. In case it's your personal wallet and you are sure it synced well - please, give at least 3 hours for confirmations before creating ticket. I'm aware of above information. I want to create ticket. >>

My withdrawal was not processed instantly and got queued >> 

Your withdrawal was not instant and got queued? Don't worry - it will be processed soon or we will put coins back to your balance automatically in case wallet is unable to process it. No need to open ticket.

My withdrawal went to wrong address >> 

You need to check your address before creating withdrawal. Once it is confirmed - it goes to blockchain immediately and there is nothing can be done to reverse it. Cryptocoin transactions are non-reversible by design.

Accessing Your account

In order to access your account, you need to enter your user ID, password and CAPTCHA code. In case you do not have those credentials, you can recover them with Forget Password link.

I forget my login or lost my password >>

Please, try to use forget password link to recover your password in case you forget your password. Important! You are required to have your mobile number and user ID to recover your password.

I can't login to my new account >> 

If you just registered with us and unable to login to your account, please create ticket and we will resolve it. I'm aware of above information. I want to create ticket. >>

My account hacked / I see trades made not by me >> 

Hello! You need to keep your account secure. If you see trading in your history which were not made by you - please, understand - it's impossible to do them without knowing your login and password. We can't do anything about it. You need to keep your credentials very safe. All transactions on exchange are final and nothing can be reversed.

Trading / balance

First of all, please check your Orders and History page.

I created order but it is not processing >>  

We have P2P (peer to peer) trading here. You need to wait until another trader fill your order. If you want to exchange your funds instantly you can use existing orders for that. If you sell - then sell it into existing buy orders. If you buy - buy from existing sell orders. Otherwise your order will wait for others trader. Your order may not be processed at all if you set unacceptable price.

My balance is not correct >>  

First of all - make sure you do not have unconfirmed withdrawals as when you create withdrawal - we deduct that amount from your balance. Also make sure you do not have unconfirmed withdrawals. In case you find discrepancy there - create ticket and we will fix it. I'm aware of above information. I want to create ticket. >>

Balance of my certain coin is negative >>  

This is a case where our security system detects attempts to make double withdrawal or double set same order and set negative balance to prevent it. Must be you double clicked on order or withdraw button which triggered this procedure. Please, create ticket and we will check everything and fix it for you. I'm aware of above information. I want to create ticket. >>

Feature request

You can request new feature here. Please, give us details of your idea.

Request new feature >>  

Please, make sure feature you request is reasonable and required for traders. I'm aware of above information. I want to create ticket. >>

Bug report

We did huge work on testing everything. Please, make sure it's really a bug. Please, give us all details how to reproduce it.

Report bug >> 

Please give us all details about bug you see and provide information how to reproduce it. I'm aware of above information. I want to create ticket. >>

Adding your coin and advertising

We can add your coin or token here and advertise it on our landing page. Please, create ticket for details.

List new coin or token >>  

Please contact us with ticket and we will provide all information about getting your coin or token to our exchange. I'm aware of above information. I want to create ticket. >>

Order advertizing >>  

Please contact us with ticket and provide all needed information. I'm aware of above information. I want to create ticket. >>

Other issue

In case you face other issue - we are here to help best possible way.

Contact us >>  

Please, make sure your issue does not match one of the options above. Accurately provide all possible details about your issue. I'm aware of above information. I want to create ticket. >>