Customer Support Help Center

About On-ramp Buying Cryptocurrencies

• How do I use On-Ramp to buy crypto currency?
• How can I buy crypto currencies with Alchemy Pay? What are the fees?
• Is there any amount limit for purchases of crypto currency?
• Commonly supported payment method for Alchemy Pay On-ramp service
• What is a wallet address? How to get it?
• What is SWIFT Code?

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About Off-ramp Selling Cryptocurrencies

• How do I use Off-Ramp to sell crypto currency?
• I have transferred the cryptocurrency, why haven't I received the funds yet?
• My order failed, how do I apply for a refund? Is there any fee for a refund?

Account Management

• How do I create an On-Ramp account with Alchemy Pay?
• I am unable to receive OTP while registering an On-Ramp account, what can I do?
• Why does it say my "account is at risk"?
• How do I deactivate my account?

KYC Related

• How long does identity verification take?
• How do I complete KYC identity verification?
• What types of documents are supported for completing KYC?
• Why can't I find my country in the KYC country list?
• What are the reasons of identity verification failure? What should I do if it’s failed?
• What is KYC Level 2 and how to complete it?

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Troubleshooting

• I have paid, but my order cancelled, will the money be returned? What should I do?
• How long does it usually take for the crypto currencies to arrive?
• I still haven't received my coins. How do I track my order history?