FAQs

Robopay is a low-fee, fast cryptocurrency exchange service.

You can select one of two options:

Quick — quick exchange at the current exchange rate;

Equal — exchange any amount of coins at the rate you want.

Where is the company registered and is it licensed?

Robopay OÜ (registration number 14635529) is officially registered in Estonia and has a licence for providing services of exchanging a virtual currency against a fiat currency FVR000768 and providing a virtual currency wallet service FRK000669.

Contacts:

Robopay OÜ 14635529

Address: Tornimäe tn 7-132, Kesklinna linnaosa, Tallinn, Harju maakond, 10145

Telephone: +37258461868

Email: [email protected]

- Select the Quick or Equal exchange option on the home page of the Robopay service.

- Select the currency you want to exchange.

- Select the currency you want to receive.

- Check the latest Robopay exchange rate, agree to it (Quick) or set your own exchange terms (Equal).

- Enter the details of your wallets, carefully read the exchange terms and conditions and click Confirm.

- Send the amount of coins indicated to the provided address and wait for all network confirmations and for the exchange to complete. This usually takes up to 30 minutes. Once the transaction is complete, the page refreshes automatically. You will see confirmation of the exchange and a link to the outgoing transaction.

The list of all currencies that can be exchanged can be found onthis page. We are continuously adding to the list of currencies and, with the help of our partners, we are aiming to make every exchange as profitable as possible.

Robopay OÜ is officially registered in Estonia and has a license for providing services for exchanging cryptocurrencies. The ability to set your own exchange rates, limits and low exchange fees is bringing thousands of new users to Robopay every day. We don’t use coin depositaries, which means that transactions are completed very quickly. Each transaction is protected by HTTPS, and all information is processed on our own servers, which prevents anyone from stealing funds or personal information.

You will soon be able to buy cryptocurrency with a credit card through our service. Watch this space for updates!

When you perform a Quick exchange, the system will notify you of the applicable limits. You set the limits yourself for Equal exchanges.

If you are exchanging a small amount, make sure that it covers the network fees charged by blockchain. A warning will appear if you don’t have enough funds to make the exchange.

Please follow our recommendations. Otherwise, your transaction might go through, but you could lose your money.

Please note that the transaction time depends on the blockchain capacity and the network fees set by your wallet.

Unlike ordinary money, cryptocurrency exchange rates vary a great deal; therefore, the current rates provided by Robopay change at the same time as the exchange rates. The cryptocurrency exchange rate that you see before performing the transaction can be different at the end of this transaction. In this case, the actual value of the cryptocurrency may be slightly different from the value you saw when confirming the transaction.

Robopay’s fees can vary from 0% to 0.49%, excluding additional fees and duties charged by the cryptocurrency, electronic money and bank processing centres serving bank cards.

You can increase the status of your account and pay lower fees; read more about thishere.

Account

Having an account will allow you to access your transaction history, edit your password and adjust other settings. In addition, you will be able to pass verification (KYC/AML) for unlimited exchanges, access the bonus programme and reduce your fees.

Yes, but you will be subject to exchange limits. You will also not be able to access Robopay’s extended features and other functions, which are only available for authorised users.

In accordance with Robopay privacy policy, all data is stored encrypted on our servers and protected from third-party access. Two-factor authentication and HTTPS provide additional security.

Use the password recovery form under the login form. If you are unable to recover your password, please contact our technical support service.

Change your password using the password recovery form and inform our support service.

Two-factor authentication (2FA) is a method for securing accounts. You will need a second device to log in to your Robopay account, such as a smartphone, with the Google Authenticator app installed.

You can disable authentication at any time. If you have lost the device that you use for two-factor authentication (2FA), you can disable it using your 16-digit recovery code or by contacting our support service and providing a document confirming your identity.

Go to your account settings and select “Delete account” at the bottom of the page.

Please note, when you delete your account, all your transaction history and settings will be deleted irrevocably.

Wallets

A wallet is an account where you store your cryptocurrency. Your wallet’s address is a randomly generated combination of numbers and letters.

Robopay does not provide wallet addresses and does not store user deposits. To exchange cryptocurrency with Robopay, you need to provide the details of your wallet where you want your cryptocurrency to be sent.

Decide which currency you want to buy and select a stable version of a wallet for this currency. As a rule, every currency has its own official wallet.

Please note that every wallet has a unique address or tag with its own key, which is required for recovery if lost. Robopay will never ask for your personal keys. Store them in a secure place and do not give them to any third parties.

Every transaction has a sender and recipient. The recipient address is the address of the wallet for receiving the currency. For example, if you want to buy Ethereum (ETH), enter your ETH wallet address in the recipient field.

[AS1]

A hash (or TX-ID) is the unique transaction address within blockchain that is used as a record or proof that the transaction took place. A hash is usually a combination of numbers and lowercase letters (uppercase in XRP). Every time you make a payment in cryptocurrency, you receive a hash shown in the wallet. It looks like this:

If you have any problems with a transaction, our support service may ask you for the transaction hash to find the payment and resolve the problem.

Robopay supports most wallets. Your wallet can be recognised as invalid for one of the following reasons:

- You entered Dash (DASH) instead of Dashcoin (DSH) or vice versa. These are different coins.

- You entered Factom (FCT) instead of Fantomcoin (FCN) or vice versa. These are different coins.

- You have not refreshed or synchronised your BCH ABC wallet with blockchain.

- You provided an address with a typo or missing character. Make sure that the entered address matches your wallet’s actual address.

If you sent the wrong type of coins to your provided address, contact the Robopay support service. In some cases, we can start the complex process known as mining. We will do all we can to return your funds. Unfortunately, sometimes your coins will be lost. Therefore, it is important that you make sure that you send the correct type of coins to the correct address.

A Memo is an alphanumeric combination required for Stellar to assign a Stellar wallet to a specific user. Comments are used in Stellar wallets andindicated here[AS2] .

A memo in a wallet should look like this:[AS3]

If you want to buy Stellar, make sure that you enter the correct memo when entering your wallet address.

A destination tag is a short combination of symbols required for determining Ripple wallets. When buying or selling Ripple, make sure you enter the correct destination tag.

A message is an additional tag required for XEM transactions. Every time you send or receive XEM, make sure you enter the message. You can find the message in your wallet; it should look like this:[AS4]

Exchange

The exchange process is identical for all digital coins and cryptocurrencies on Robopay.Click here to read our exchange manual.

Robopay transactions take 15-30 minutes. Processing may take longer, depending on the size of the transaction and blockchain capacity. You can check how busy the network is using special third-party services.

Coins are sometimes temporarily disabled so that we can perform some basic technical updates. Many coins, services and our partners have rules and regulations that we must follow. If you need to make an exchange and your coins are unavailable, you can leave a requesthere, and we will inform you as soon as it is possible to make the exchange.

We automatically create a unique transaction identifier for every exchange. This is the easiest identification method in Robopay.

You can find your unique transaction identifier (TXID) in blockchain. You can sometimes find it in your wallet as an identifier that your coins were successfully sent and confirmed by the recipient.

Quick exchanges do not have a timer and do not require you to send a specific amount; cryptocurrency is converted at the exchange rate at the time that the transaction is confirmed.

An Equal exchange requires a specific sum for exchanging at the exchange rate and has a timer (15 minutes). If the timer expires before you manage to send your cryptocurrency to the specified address, the exchange is cancelled and the funds returned to your address.

For Quick exchanges, there is no time limit. For Equal exchanges, you have a 15-minute limit in which to send cryptocurrency to the address in the Robopay system.

The timer starts as soon as your transaction enters mempool. The transaction is complete after receiving all necessary confirmations.

This is the address where you send cryptocurrency to make an exchange in the Robopay system.

What should I write in the Refund address field?

If your exchange is unsuccessful, Robopay can automatically return your digital assets, but we will need the address to send it to.

For example, if you send us BTC, you should enter the BTC address you want to use for receiving funds. This will help us refund coins to you if necessary.

If your exchange is unsuccessful, then our system automatically sends the funds to the refund address if the refund address is correct.

Unfortunately, blockchain transactions cannot be cancelled. After the transaction is complete, the money is sent to a specific wallet address and the transaction cannot be cancelled. Therefore, if you intend to exchange cryptocurrency in Robopay, make sure you carefully check all payment details.

Although most Robopay exchanges are successful, there are several reasons why your exchange may not happen. The most common reasons are: the timer has expired, insufficient deposits, exchanges exceeding the limits, lots of outgoing transactions (including duplicates) and errors because of a lack of “gas” - the fee charged by miners.

I haven’t received the funds from a cancelled transaction. What should I do and how long should I wait?

As a rule, we try to return funds for cancelled transactions as quickly as possible. However, in some cases the refund process may take up to 90 days. Please contact our support service to check the terms and conditions for refunds of cancelled transactions.

Blockchain is a peer-to-peer network, where transactions must be confirmed by the network. This process can take from several minutes to several hours, depending on the cryptocurrency and the network load.

Neither Robopay nor its partners can influence blockchain confirmation. If there is a delay, please be patient. Your funds are secure, and your exchange will be processed as soon as our partner receives the coins.

There are several reasons for this:

- The transaction was not included in blockchain. The cryptocurrency world is not always stable, which means that small errors sometimes occur. If this happens, we will either refund your money or process the transaction manually if you provide your transaction’s hash (TX-ID).

- You entered ETC instead of ETH or vice versa. Ethereum (ETH) and Ethereum Classic (ETC) addresses have a different structure. If you are sending ETC or ETH, make sure that you have selected the correct transaction type in Robopay.

- Incorrect XEM message. Make sure that you have provided the correct message when sending XEM. It is shown here [AS5] and is an alphanumeric combination. Messages such as “How’s it going”, “I love Robopay”, “Exchange quickly please”, etc., are wonderful, but, unfortunately, won’t work..:)

- If you have forgotten to indicate or have indicated the incorrect destination tag for XRP or memo for Stellar, the transaction will not be automatically processed, and you will have to contact our support service, who will either return your funds or process the transaction manually.

- Other internal errors. Even our well-designed system can have internal problems. If you believe that this has happened, please contact our customer support service.

If you have transferred the funds, then you can close the browser tab. Our system will automatically complete the transaction, and the amount will be transferred to the recipient’s wallet address. Simply save the order ID, which will let you track the transaction if any problems occur.

A miner fee is payment for performing the transaction. Robopay offers a fixed miner fee to ensure a quick and successful transaction along the whole chain.

All transactions should be sent through the blockchain network and each of them must be paid by the users. Therefore, the miner fee is not refundable, even if, for some reason, it was not possible to complete your transaction in Robopay.

All transactions require processing time (usually 5-30 minutes). Considering the volatility of cryptocurrencies, the exchange rate may change while processing the transaction; therefore, the final exchange rate when making a Quick exchange may differ slightly from what you were expecting.

For Equal exchanges, we fix the exchange rate, so there should not be any difference.

Refunds are made in the following cases:

- If you sent less cryptocurrency than specified in the deposit

- If this is a repeat transaction in a not reusable quick exchange

- If the transaction appeared in Equal exchange after the timer had expired.

Change is provided when you sent more cryptocurrency than required for completing the exchange. In this case, the excess funds are returned to the refund address.

If the Reusable Address function is enabled, all wallet addresses (including comments, destination tags and messages) provided by Robopay can be reused and linked to your recipient address. You can send coins again to a previously generated address without creating a new exchange in Robopay. In this case, the sent coins will be automatically exchanged at the current exchange rate for the same currencies and sent to the same wallet address. You can track transaction history in your account.

To prevent market pump and dump, divide the large sum into smaller ones and wait a few hours between each transaction. If you do this, you will not create excessive demand for the currency you want to buy and will obtain a better exchange rate.

Partnership

Robopay is always willing to work with new cryptocurrency development teams. To add your cryptocurrency please contact our customer support service.

We will gladly consider any technical or marketing related partnership proposal. Please send your proposal to our customer support service.

You can integrate API Robopay into your service: wallet, exchange or online store. Configure your service to accept cryptocurrencies and get more new customers! You can read more about API Robopayhere or by contacting our customer support service.

The bonus programme is open to all users with an account in the system or who use our telegram bot@RobopayBot.

The Robopay bonus programme involves creating special conditions for regular customers or for those with a large audience of people who use cryptocurrency exchanges.

Each new user that comes to Robopay through your affiliate link will automatically bring you internal units (Rob) for all their successfully completed exchanges. You can exchange Robs for any cryptocurrency and add to your wallet.

Encourage your friends and partners to use Robopay to make money and save on fees!

Example:[AS6]

Which statuses are there for Robopay customers?

There are several different Robopay statuses depending on when the account was created, and the volume and frequency of exchanges:

Beginner

Advanced

Profi

Expert

A Rob is an internal unit in Robopay that is credited to users as a bonus for promoting the platform online and for attracting new users. Robs are credited to the internal balance in your account. The amount credited depends on the user’s status, the currency and volume of exchange.

Your affiliate link is generated automatically in your account profile when you create an account.

Other questions

You can contact our customer support service throughthis page orTelegram.

Phishing is a fraudulent attempt to gain your trust and gather information about you. Phishing can appear as a website form, an email or even in an instant message code.

Take care of your security when exchanging digital assets! Always check that you are on https://robopay.com. If you end up on a phishing site, we will not be able to refund your funds.

Double-check the address of your wallet every time you send funds. Funds sent to an incorrect address cannot be refunded.

If you are unable to access the website, you can use the mirrorlink

If this does not resolve your problem, try a different browser. You can always contact Robopay’stechnical support services.

robopay.com works on most screen resolutions, including smartphones.

If you are using Telegram, you can make exchanges with our official @RobopayBot where all currencies are provided. It also contains all conditions and settings of your account on robopay.com

Know your customer (KYC) is a banking and stock exchange regulating term. It signifies that a company must verify the customer’s identity before performing any financial transactions. This requirement involves obtaining a certain amount of information on customers, the nature of their business and individual business operations for which financial transactions are performed. The aim of this practice is to prevent money laundering, terrorist financing and tax evasion. For more information, please read Robopay’s Privacy Policy.

It is your choice whether to choose anonymity or security. If your identity is verified and you pass all KYC/AML procedures, it will be much harder for your funds to be stolen. Large transactions may not be possible without verification because of limits or they may require additional verification.

A Fork is the use of cryptocurrency source code to launch a new project from scratch with some changes. One of the most well known Forks is Litecoin, which is a Bitcoin fork.

Soft Fork refers to changes made to existing cryptocurrency code that does not lead to splits into different blockchains. A Soft Fork does not result in a new cryptocurrency.

Hard Fork refers to changes made to existing cryptocurrency code that leads to a hard split into two blockchains that do not support each other. Bitcoin Cash (BCash) was the first successful Bitcoin Hard Fork. You cannot send BCH to BTC addresses or vice versa, as blocks with different chains cannot be accepted by the parent blockchain or Hard Fork.

A Smart Contract is a computer algorithm designed for concluding and supporting self-executing contracts in a blockchain environment.

Such contracts are written as code in a distributed ledger, a blockchain, which is supported and managed by a network of computers. Smart Contracts allow you to exchange assets without intermediaries.

Segwit is an upgrade to existing Bitcoin protocol that will help pump this network to increase network capacity, without having to break the basic blockchains.

ERC (Ethereum Request for Comments) is an official protocol for adding requests to improve the Ethereum network; 20 is the unique ID of the request. Tokens matching these specifications are known as ERC-20 tokens and are Smart Contracts on the Ethereum blockchain. Although ERC-20 tokens function within a framework set by the Ethereum team, this framework is quite wide, which provides the developers with great flexibility when creating them.

The ERC-20 standard has a set of rules that must be complied with for the token to be accepted and for it to be able to interact with other tokens in the network. The tokens are blockchain assets that can have value or be sent and received like any other cryptocurrency.

A Node is any computer connected to the Bitcoin network and which uses P2P protocol. It allows nodes to communicate between each other online and to distribute information on transactions and blocks. The blockchain network consists of such nodes between which information is distributed.