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Frequently Asked Questions(FAQ)

General Questions
Do you accept gift cards for specific retailers (e.g. Amazon, iTunes, etc.)?

No, we only accept Visa, Mastercard, and American Express branded non-reloadable prepaid gift cards for now.

Do you accept reloadable prepaid gift cards?

No, we only accept non-reloadable Visa, Mastercard, and American Express branded prepaid gift cards.

Do you accept gift cards received via rebate or employee reward programs?

No, we only accept non-reloadable prepaid gift cards purchased in stores. Make sure to keep your receipt.

Do you accept credit or debit cards?

No, however some locations may allow you to purchase non-reloadable prepaid gift cards with your credit or debit card. Ask the cashier or a store employee for assistance.

Where may I buy the non-reloadable prepaid gift cards that are accepted on BitDepot?

Most major retailers (e.g. gas stations, supermarkets, pharmacies, convenience stores and big-box stores) have a gift card section where you can find non-reloadable prepaid gift cards!

How may I make sure I buy a non-reloadable prepaid gift card that you accept?

The best way is to look for the magic word, GIFT on the packaging along with Visa, MasterCard, or American Express branding.

How may I contact support?

If you have any questions, please contact us via the forms below. Alternatively, our support email is: [email protected]

Can I sell cryptocurrency to BitDepot?

Not yet - currently we only sell cryptocurrencies to users, we don’t buy them.

Can I buy gift cards with cryptocurrency from BitDepot?

Not yet - we plan to roll out this feature along with several others very soon.

How long do orders take?

Orders are usually instant; although, there are some retailers that take up to 1 hour for the card to be activated after purchase.

Fees
What fees does BitDepot charge?

BitDepot's fees are dynamic and included in the cryptocurrency prices displayed on the website at all times throughout your order.

My wallet says I received a smaller USD amount of cryptocurrency than the amount I ordered from BitDepot. Where’s the rest?

Sorry for the confusion! You received the USD amount of your order with our fees deducted. The exact amount of cryptocurrency you receive is displayed on the website at all times throughout your order.

The USD amount of cryptocurrency I ordered from BitDepot is more than what my wallet says I received. Why did I receive less than what I ordered?

The reason why it appears that way is because BitDepot charges a fee which is included in the exchange rate displayed, so you receive the USD amount you ordered minus our fees. You will always receive the exact amount of cryptocurrency you order, but fluctuating markets may cause the USD value to change. The exact amount of cryptocurrency you will receive is displayed on the website at all times throughout your order.

The price of the cryptocurrency in my order keeps changing, why?

The price and amount of cryptocurrency you will receive is dynamic as the market fluctuates every minute. Don't worry, we display the amount of Bitcoin and the USD value of the Bitcoin you will recieve throughout your whole order.

Order Questions
How long does it take to receive my cryptocurrency?

If you submit your images correctly you can receive cryptocurrency in as little as 5 minutes! During peak times it could take up to one hour for images to be reviewed.

What information is required to complete an order?

We need a valid US phone number, cryptocurrency address, images of the card, and the receipts you received when the card was purchased and activated. You will be required to write a handwritten note on the receipt. Please note that users who go beyond certain trading limits will be required to do additional verification.

How much cryptocurrency can I purchase?

You can purchase between $25-$500 in one order.

Can I charge multiple cards in one order?

No, but you can have multiple orders open at the same time!

What type of phone number can I use for my order?

You need a valid US telephone number that can receive text messages.

I did not receive the SMS verification code for my order. What should I do?

Please make sure the number is correct and try again. If you still don’t receive it, please use our contact form and let us know!

What should I know before I begin my order?

Please check your card balance to make sure you have sufficient funds for your order. Non-reloadable prepaid gift cards purchased at certain locations may have 1-2 hour activation delays which are completely out of our control. You should avoid these locations! Some non-reloadable prepaid gift cards require activation by phone or online registration after purchase. American Express branded gift cards sold at many locations tend to have activation delays. If you’re certain your card is active and has sufficient balance for your order, please contact the card issuer.

How can I make sure a non-reloadable prepaid gift card will be activated immediately after purchase?

Great question! Unfortunately this can sometimes be difficult to do. You can start by trying to speak with a manager at the location where the gift cards are sold. You could also try calling the gift card company and asking about the location you’re interested in. Make sure to be polite and courteous when asking for assistance with prepaid gift cards.

I didn’t save my receipt, can I still complete my order?

Oh no! You must have the gift card receipt to complete your order with BitDepot. Many locations where prepaid gift cards are sold will reprint your purchase and activation receipts for you if you return with your card and politely ask a manager.

I don’t have a writing utensil, can I complete my order?

No, you must follow the directions to write on your receipt or your order will not be completed.

I don’t have a camera to upload images. Can I still complete an order?

No. Without clearly legible images we will be unable to process your order.

Can I use a scanner to upload my images?

No! Only high quality color camera photos are accepted.

I got an email saying my order was cancelled and that one or more of my images weren't accepted. Why?

We cannot send your Bitcoin until you have successfully uploaded the required images. If the images you uploaded are too blurry, incomplete or otherwise incorrect, we will give you a detailed reason why in the rejection message.

I want my money back, how long does it take?

Refunds to non-reloadable prepaid gift cards can take some issuers up to 10 days.

Cryptocurrency Questions
You don’t sell the kind of cryptocurrency I want!

Sorry about that! Please let us know what cryptocurrency you want in the contact form.

Do I have to purchase a full Bitcoin?

No, you can purchase a fraction of a Bitcoin! You can purchase any amount of Bitcoin within your trading volume limits.

Can you send my cryptocurrency to multiple addresses and/or multiple cryptocurrencies?

No, you can only specify a single cryptocurrency and withdrawal address per order. But you can have as many orders as you want all at the same time!

Why hasn’t the transaction you sent me confirmed?

Public cryptocurrency networks do not have guaranteed transaction times. Your transaction may require multiple hours to confirm depending on how busy the network is. If your wallet supports sending unconfirmed transactions you can spend the payout transaction to another address before it has confirmed.

BitDepot says my order is complete but I didn’t get the transaction!

You can view your transaction on the public network by clicking the link we provided on your completed order page and email. Try restarting your wallet if it does not display the incoming transaction.

I sent the cryptocurrency to the wrong address, can I get it back?

Uh oh! Cryptocurrency transactions are irreversible.

Legal
I am located outside the United States, can I use BitDepot's services?

Our services are only available to customers in select states within the United States.

How much cryptocurrency can I purchase from BitDepot?

You can purchase $25-500 worth of cryptocurrency in a single order; multiple orders are allowed. You can purchase a maximum of $5000 per week. Please note several tiers of verification have to be completed to reach this high of a limit. Please refer to the Verification tab in your account settings to see the trade volume tiers.

I reside in a state that is prohibited, may I still buy Bitcoin?

Yes! If you live in a state that is prohibited, but you are traveling to another state where we provide our services, you may purchase non-reloadable prepaid cards in that accepted state and we will gladly accept your order.

Verification
How do I get verified on Bit Depot?

The verification process can be found in your account settings under the "Verification" tab. There are three tiers of verification, each one having their own designated trade volume limit. Completing all your verification tiers will get you the highest limit available.

My verification documents were declined! Why?

Your verification documents must meet our guidelines outlined in our Limits & Compliance page. Make sure your documents are clear and in date.

Is my personal information safe?

Absolutely. Bit Depot takes extreme caution when dealing with customer information. All files uploaded to our server are encrypted; we also make sure to delete your information from our servers whenever we don't need it anymore!