FAQ
How long does it take to process an order?
According to our regulations, payment processing times are as follows:
• Visa/MasterCard (Ukrainian banks) — from 30 to 180 minutes.
• Payment is sent immediately after receiving your funds. However, actual credit time depends on the banks and may take up to 3 business days.
Once funds are sent, the order status changes to "Completed".
If the funds are not received in time, please contact our support team.
• Visa/MasterCard (Ukrainian banks) — from 30 to 180 minutes.
• Payment is sent immediately after receiving your funds. However, actual credit time depends on the banks and may take up to 3 business days.
Once funds are sent, the order status changes to "Completed".
If the funds are not received in time, please contact our support team.
What if I sent less than the amount in the order?
Your order will be recalculated based on the actual amount received after network confirmation, at the current exchange rate.
Always double-check the payment amount to avoid delays.
Always double-check the payment amount to avoid delays.
I used the wrong network or currency. What should I do?
Please contact soprano.exchange support immediately.
If a refund is possible, it will be processed within 10 business days with a 10% service fee.
If a refund is possible, it will be processed within 10 business days with a 10% service fee.
I want to cancel my order — what should I do?
Contact our support team.
⚠️ If the order status is already "Completed", cancellation is not possible.
Refunds are subject to a 10% service fee.
⚠️ If the order status is already "Completed", cancellation is not possible.
Refunds are subject to a 10% service fee.
How does AML check work?
All crypto transactions go through mandatory AML (Anti-Money Laundering) screening via our partners.
🔍 Our system checks for:
• stolen or hacked coins;
• scam or fraud-related funds;
• connections with mixers or DarkNet platforms.
If a high risk is detected, the order will be flagged as a "Risky Payment".
🔍 Our system checks for:
• stolen or hacked coins;
• scam or fraud-related funds;
• connections with mixers or DarkNet platforms.
If a high risk is detected, the order will be flagged as a "Risky Payment".
Working hours of soprano.exchange
🕒 The exchange service soprano.exchange operates daily from 10:00 to 21:00 (Kyiv time), 7 days a week.
If there are no maintenance notifications on the site, you can place orders without delays.
If there are no maintenance notifications on the site, you can place orders without delays.
How can I track the status of my order?
You can track your order status via your Personal Account:
1. Go to the "Orders" section.
2. Enter your login and password sent to your email.
You'll also receive email updates about each stage of the process.
1. Go to the "Orders" section.
2. Enter your login and password sent to your email.
You'll also receive email updates about each stage of the process.
How can I recover my password?
1. Click “Log In” on the homepage.
2. Select “Forgot password?”
3. Enter your login and click “Recover”.
4. You’ll receive an email with a unique reset link.
5. Follow the link and set a new password.
Fast, simple and secure.
2. Select “Forgot password?”
3. Enter your login and click “Recover”.
4. You’ll receive an email with a unique reset link.
5. Follow the link and set a new password.
Fast, simple and secure.
Is the exchange rate fixed?
Yes, the rate is fixed for 30 minutes (plus 5 minutes for verification if needed).
In cash deals:
— The rate is fixed only if crypto is sent before visiting the office.
— Otherwise, the rate is calculated on arrival.
Full transparency and reliability.
In cash deals:
— The rate is fixed only if crypto is sent before visiting the office.
— Otherwise, the rate is calculated on arrival.
Full transparency and reliability.
Why can an order be canceled?
• Funds were not received or delayed.
• Incorrect recipient details provided.
• "I paid" button was not clicked in time.
• You manually canceled the order.
• Verification was not completed.
You may create a new order after resolving the issue.
• Incorrect recipient details provided.
• "I paid" button was not clicked in time.
• You manually canceled the order.
• Verification was not completed.
You may create a new order after resolving the issue.
Can I cancel the exchange if I've already paid?
If the order has not been completed — yes, a refund is possible minus 1% fee, network fees, and any rate difference (if >0.3%).
If marked "Completed", cancellation is not possible.
Always double-check before making a payment.
If marked "Completed", cancellation is not possible.
Always double-check before making a payment.
Can I exchange a larger amount than shown on the website?
Yes! Contact our operator in the chat — we will check reserve availability and help you with a large-volume exchange.
How do I pay for the order?
After placing your order, click “Proceed to Payment” — you’ll get all necessary payment details.
How do I make an exchange?
1. Select the currency you are sending.
2. Choose the currency you want to receive.
3. Fill out the required fields.
4. Click “Start Exchange”.
5. Transfer the funds and confirm by clicking “I paid”.
6. Wait for processing and receive the result.
Fast and user-friendly!
2. Choose the currency you want to receive.
3. Fill out the required fields.
4. Click “Start Exchange”.
5. Transfer the funds and confirm by clicking “I paid”.
6. Wait for processing and receive the result.
Fast and user-friendly!
Exchange commission
The commission is already included in the total and clearly shown in the order.
If you're not satisfied with the commission, you can cancel the order anytime — no need to contact support.
At soprano.exchange, we stand for transparency and fairness.
If you're not satisfied with the commission, you can cancel the order anytime — no need to contact support.
At soprano.exchange, we stand for transparency and fairness.
