Garantex.appFrequently asked questions
Can't find your answer? Contact support.
Do I need an account?
No. Garantex.app works without registration. Every exchange gets an Exchange ID and a 6-digit PIN. Keep both: they let you track your exchange and contact support.
What is the difference between Standard and Anonymous mode?
In Standard mode we keep basic technical logs (such as IP address) and you may leave an optional e-mail for notifications. In Anonymous mode we do not store your IP address or e-mail and technical logs are kept to a minimum. Anonymous mode carries an additional service fee. In both modes, exchanges flagged by our risk checks may require verification under our AML/KYC Policy.
How long does an exchange take?
Most exchanges complete within minutes after your deposit receives the required network confirmations. Estimated times by amount are shown on the home page. Large amounts may take longer.
Which network should I use?
Always send on exactly the network shown on your payment page. For example, USDT on Tron (TRC20) must be sent from the Tron network. Funds sent on a different network may be permanently lost.
Can I buy crypto with a credit card?
Yes. Select “Buy with card”, choose the cryptocurrency and enter the USD amount. Card purchases have a minimum and maximum limit per order. Card purchases may be subject to verification by our payment partner.
What if I send the wrong amount?
If you send a different amount, the exchange is recalculated at the current rate or refunded to your refund address, minus network fees. Open a support ticket with your Exchange ID and PIN.
How do I contact support?
Go to Support, enter your Exchange ID and PIN, and open a ticket. Our team replies in the same thread.
What fees do I pay?
A service fee and the network fee of the asset you receive. Anonymous mode adds an extra fee that depends on the USD value of the exchange, and card purchases carry a card fee. All fees are already included in the amount shown before you confirm — there are no hidden charges.
Is the rate fixed?
Yes, for the deposit window. The payment page shows a countdown: send your deposit before it ends and the quoted rate applies. If no deposit arrives in time, the exchange expires. If you sent funds after it expired, open a support ticket with your Exchange ID and PIN.
What is a Memo / Tag and when do I need it?
Some assets (such as XRP) use a Memo or Destination Tag to identify the recipient. If the payment page shows a Memo, include it exactly when sending your deposit. If you receive such an asset on an exchange or custodial wallet, enter their Memo/Tag too. A missing Memo can result in loss of funds.
Why should I add a refund address?
The refund address is optional and used only if your exchange cannot be completed. With it, we can return your funds without further questions. It must be on the same asset and network you are sending.
I lost my PIN. Can you send it again?
No. The PIN is shown only once and we store it in encrypted form, so nobody can read it — not even our team. If you saved the exchange link, you can still open your exchange page with it. Always save your Exchange ID, PIN and link when you create an exchange.
Why is my exchange on hold?
Exchanges flagged by our risk checks are put on hold until verification is completed under our AML/KYC Policy. This can happen in both Standard and Anonymous mode. Open a support ticket with your Exchange ID and PIN to continue.
How can I reduce my traceability?
Use Anonymous mode, so we do not store your IP address, browser details or e-mail. Receive to a fresh wallet address that has never been used or shared, and keep your Exchange ID and PIN private. Your payout is sent from our wallet, not from the address you deposit from. Privacy does not replace legal obligations: flagged exchanges may still require verification.
