We are currently experiencing high chat volumes related to shortages of cryptocurrency. Please check if your question is answered below before asking an operator on live chat. We are not able to expedite your order.
Why can’t I place a live order / Why do I have to submit a custom coin order form?
o We have switched over from live ordering to a quoting system. We do this when stock levels are low. We only sell cryptocurrency that we currently have in stock.
Why are stock levels so low?
o With prices being so low buy volumes are outstripping sell volumes 6:1. With an imbalance so large our stocks can be exhausted very rapidly when panic buying occurs.
o We buy the shortfall on the overseas wholesale market. However, the settlement is in USD, and by having to use the antiquated banking infrastructure (SWIFT), it can take up to 3 days to receive a settlement.
o With settlements taking three days and our customers being able to exhaust our reserves in hours, something has to give.
When will my order/quote request be processed?
o Unfortunately, we can’t give you an exact timeframe and neither can our support team on live chat. It’s on a first in first served basis. Quotes will be sent out for buy orders as more sell orders come in. With low prices, very few people are selling
o Our next significant batch of crypto won’t be arriving until overnight Friday (NZST), so larger orders are unlikely to be able to be filled until then.
You have had a number of shortages recently. When will there be a long-term solution?
o The situation will improve somewhat with changes being implemented by our banking partner to speed-up settlements are completed.
o It won’t be completely resolved until we have received additional capital through our current series A capital raising event. Unfortunately, we are a victim of our success, and we require more capital to service the increased demand. Investment is only open to preregistered wholesale investors only, not to the general public.
Please don’t open a live chat if your question has already been covered here. Otherwise, it means that the operator will be unable to assist someone else with technical support. If your issue is discussed here, but you would like to talk about it further with a manager, then please email us instead: firstname.lastname@example.org with escalation in the subject line or via our contact form. – Ross Carter-Brown, CEO