Partners FAQs

List of restricted countries for cooperation:

• Afghanistan, Angola, Bahamas, Barbados, Belarus, Botswana, Burundi, Cambodia, Central African Republic, Crimea (Ukraine), Cuba, Donetsk People’s Republic (DPR), DR Congo, El Salvador, Eritrea, Gaza Strip, Guinea Bissau, Haiti, Iran, Iraq, Jamaica, Jordan, Lao People’s Democratic Republic, Lebanon, Libya, Luhansk People’s Republic (LPR), Mali, Mauritania, Mongolia, Morocco, Mozambique, Myanmar, Nagorno-Karabakh Republic, Nicaragua, North Korea, Panama, Pridnestrovian Moldavian Republic, Republic of Abkhazia, Republic of Artsakh, Republic of China (Taiwan), Republic of Kosovo, Republic of Somaliland, Republic of South Ossetia, Russian Federation, Sahrawi Arab Democratic Republic, Senegal, Somalia, South Sudan, Sudan, Syria, Territories occupied by Russia, Trinidad & Tobago, Turkey, Turkish Republic of Northern Cyprus, Uganda, United Arab Emirates, United Arab Emirates, United States of America, Vanuatu, Venezuela, Viet Nam, West Bank (Palestinian Territory), Western Sahara, Yemen, Zimbabwe
• European Union member countries
• Costa Rica
• America
• United Kingdom

• What is KYC?
  • KYC (Know Your Customer) is the process of verifying a customer’s identity before granting them the access to service functionalities.
• Do your clients need to undergo KYC to use the service?
  • No, KYC is not required for your clients on Swapple, if the Merchant already verified the customer. On our platform, only merchant identification (KYC) takes place necessarily.
  • Any legal entity can accept cryptocurrency payments (except for the legal entities, incorporated or operating in the countries and territories from the restricted list above ).
  • In accordance with the applicable terms of the Agreement, merchants(exchange, wallet, etc.) must conduct KYC procedures for their customers and share this data with the Swapple upon request (such requests are selective).

Yes, we require KYB for all legal entities to comply with the applicable legislation and ensure a secure transaction environment.

No, Swapple does not enforce any regulatory requirements. The compliance with the local legislation, however, is a responsibility of the merchant (exchange, platform, wallet, etc.).

The average integration time with the service is 5 days and directly depends on the volume of functionality that will be used by the merchant and the number of supported pairs.

The Swapple does not possess a license since it is incorporated in Costa Rica, where having a license is not required to provide virtual asset-related services.

The total fee for on-ramp and off-ramp consists of three main parts:

• Card processing fee – the cost charged by the payment system for accepting or paying out payments.
• Crypto processing fee – minimum value of 0.2%, which may vary depending on the pair and market service fee.
• Network fee – this is a fee charged for conducting a transaction in the blockchain network, and it can vary depending on the chosen network and the network load at certain times.

If a fiat gateway is involved, the maximum amount of deposit or withdrawal in a single payment for a specific currency is limited by the maximum amount of the payment provider (the payment system processing the specific payment). In the case of card processing, the only limit is the monthly limit of the card, which the customer can inquire about from the issuing bank of their card.

• Available exchange pairs can be found at the following link (the file is regularly updated)
• Yes, exchange between cryptocurrencies is available.

If the required currency is not available on our service, a request can be made to the sales manager to add such currency.

• On-ramp – processing time when paying by card is on average 22 minutes. On-ramp – when paying using a wallet, it can take 1-2 minutes.
• (For purchasing BTC, ETH for fiat – processing time depends on the network load and the time it takes for the payment to be processed on the fiat payment system side – it can take from 30 minutes to several hours)

Yes, when creating an order, the address of the required wallet or exchange is specified, and after payment, the cryptocurrency is transferred to this address.

There is an option for communication with live support chat through FreshChat on the payment invoice window. The customer FAQ is currently being processed as of January 18, 2024.

There are two methods for calculating the exchange rate:

•  With a floating rate, the customer receives the rate and amount that are valid at the time of the transaction. If payment is made over a long period, the final amount the customer receives will depend on the exchange rate at the time of the exchange and may vary, either being less or more than the amount initially calculated. Typically, with a floating rate, the customer can get a more favorable rate compared to a fixed rate.
• With a fixed rate, it is set for a certain period specified on the payment page. If payment is made during this period, the customer will receive the exact amount specified at the time of payment. Although a fixed rate may be less attractive compared to a floating one (as we as a provider include potential exchange rate risks in this rate), the customer gets a guarantee to receive the expected amount. When forming the exchange rate, the service fee, which is already included in the rate visible to the user, is also taken into account.

On the merchant side (exchange, platform, wallet, etc.), it is possible to track the status of the order execution – the merchant receives the transaction success status when the funds are received on the specified account or address. Additionally, there may be additional methods of notifying the user of the receipt of funds to their account – notifications via email, mobile app, messenger, SMS, etc. on the merchant’s side.

No, if it concerns automatic debits from the customer’s balance, such as in the case of a subscription with a monthly withdrawal of a certain amount. However, a system of automatic commission debits that are stored on the merchant’s balance is possible.

No, such an option is not available once the funds are debited from the card or the cryptocurrency is sent from the customer’s balance.

• We do not store merchants’ or customers’ funds, except for storing part of the commission (merchant’s) until request from them.

• We do not store any customer data except for the user ID provided by the merchant during order creation. 
• Customer’s funds are held only for the duration of the transaction completion.

• We use RSA-1024 with a key in PKCS1 format, which is an encryption method using asymmetric cryptography. Here are some advantages of using this security method during the integration of two projects:
  • Asymmetric Encryption: RSA is asymmetric encryption, meaning it uses a pair of keys – public and private. This ensures a high level of security since the public key can be shared while the private key remains secret.
  • Data Encryption: RSA-1024 allows securely encrypting data before transmission, protecting confidential information from unauthorized access.
  • Digital Signature: Using RSA allows creating digital signatures, ensuring the authenticity and integrity of data. This guarantees that the data has not been altered during transmission.Compatibility and Support: RSA is a widely used standard, providing high compatibility between different systems and platforms.

Currently, access to the account is exclusively through the API; the merchant dashboard is not available at the moment.

• Merchants have access to all necessary information via the API.
• Reports for a specific period specified by the merchant can be generated upon request.

• If an issue occurs on the merchant’s side related to our partnership, we engage in communication, and if we can be helpful, we assist in resolving the issue.
  • Active Communication Phase: from 09:00 to 00:00
• If the problem occurs on our side as a service provider, we independently resolve the issue, involving the merchant if necessary.
  • Active Communication Phase: from 09:00 to 00:00
• If the issue is on the customer’s side – concerning user inquiries regarding transaction processing.
  • Active Support Phase: from 09:00 to 00:00 on weekdays and from 10:00 to 22:00 on weekends.

On average, requests are resolved within a range of 2 hours, and in rare cases, it may take up to 72 hours.

• Service is provided through a pre-agreed communication channel.
• A request from the merchant is made in the following format:
  • Reason for the inquiry
  • User ID (cryptoprocessing)*
  • Order ID cryptoprocessingpayment receipt (hash ID + screenshot) – recommended but not mandatory

*It is recommended not to change the user ID for repeat attempts (order creation, etc.).

Our security measures are aimed at eliminating the possibility of fraudulent transactions. This includes:

• Verification of payment orders from merchants: We carefully analyze each payment request from merchants and verify it for authenticity before making a payment. This helps avoid potential fraudulent activity.

• Detection of suspicious transactions: If we detect suspicious activity from a particular user or group of users, we take immediate action to suspend and investigate such transactions. This may include blacklisting of cards or IP addresses.

Yes, there are age restrictions for using on-ramp and off-ramp services. The Swapple enforces the age restriction on 18 years for the individuals, using its services, if not provided otherwise by the local applicable legislation.