Frequently asked questions

How to Enable Cookies

Mac OS Sierra


STEP 1: Open Safari STEP 2: Select “Preferences” in the drop-down menu STEP 3: Click “Privacy” STEP 4: Change which cookies and website data are accepted by selecting the “Cookies and Website Data” option

STEP 5: Choose between these three options:
- Allow from the current website only:
- Allow from websites I visit:
- Always allow




Safari in macOS High Sierra


STEP 1: Open Safari from your Dock or Applications folder STEP 2: Click “Safari” in the Menu bar.
STEP 3: Click “Preferences” STEP 4: Click “Security” STEP 5: Click “Privacy”
STEP 6: Uncheck the “Block all cookies” box




Safari for iOS 13 and 14


STEP 1: From your home screen, go to “Settings” STEP 2: Scroll down and select “Safari” STEP 3: Make sure “Block All Cookies” and “Prevent Cross-Site Tracking” are turned off. Refresh our website after you have done the 3 steps.




Microsoft Edge


Step 1: Open Microsoft Edge, Step 2: Select Menu (3 dots icon on top right corner of the browser) > Settings > Site permissions > Cookies and site data Step 3: Turn on "Allow sites to save and read cookie data (recommended)" to unblock cookies




Google Chrome (PC)


Click on the dropdown menu button on the top right of your browser. In the dropdown menu, select Preferences. On the left navigation menu, click on Privacy & Security. Scroll down to the Cookies and Site Data section, and click on Manage Permissions. Copy and paste this link https://buy.moonpay.io into the text field, click Allow then click Save Changes. Return to where you came from, refresh the page and you’re done!




Google Chrome (Android)


On your Android phone or tablet, open the Chrome app . To the right of the address bar, tap More (3 dots) > Settings. Tap Site settings Cookies. Turn Cookies on or off.




Google Chrome (iPhone/ iPad)


On your iPhone or iPad Step 1: Got to your iPhone/iPad settings Step 2: Search for Chrome app or scroll down and select Chrome. Step 3: Enable 'Allow Cross-Website Tracking' Refresh our website once you have done this.




FireFox


Click on the dropdown menu button on the top right of your browser. In the dropdown menu, select Preferences. On the left navigation menu, click on Privacy & Security. Scroll down to the Cookies and Site Data section, and click on Manage Permissions. Copy and paste this link https://buy.moonpay.io into the text field, click Allow then click Save Changes. Return to where you came from, refresh the page and you’re done!




Brave Browser


Click on the Shield button on the right of your browser's address bar. Click on the toggle next to the label Shields UP for this site to turn it off. It should then say Shields DOWN for this site. Brave will automatically refresh the page and you're done!




Opera


1: Open the "Easy Setup" menu: In the top right corner of the Opera window, you'll see the "Easy Setup" button. Click it to display the basic Opera settings menu. 2: Scroll to the very bottom of the Easy Setup menu:
Now that you've opened the Easy Setup menu, you need to scroll to the very bottom of it. At the very bottom, you'll see a link called "Go to browser settings". 3: Search for "cookie": On the Settings screen that has now appeared, you'll see a "Search settings" input box (possibly behind the Easy Setup menu that you just clicked on). 4: Click "Site Settings": When you searched for "cookie", the settings screen changed to highlight sections which are relevant to cookies. Scroll down and find the Site Settings option and then click it.

5: Click "Cookies": Inside the "Site Settings" screen, find the option that says "Cookies" and click it. 6: Choose your Cookie settings: Turn off or Disable 'Block third-party cookies' button





Transactions & Support

Can I use any wallet address?


Yes, you can use any crypto wallet during purchase to receive your coins. Make sure you have access to the wallet address you are using to receive the crypto. We recommend you use your own wallet address for direct purchase. If you use any other wallet address, for reasons related to P2P trade or Escrow trade, make sure to mark the trade as paid once you have made purchase to the wallet address that is provided to you by the vendor.




How can I contact support?


Support tickets can be created using the payment gateway you used.
Check your transaction's status first. This can be accomplished by utilizing the information contained in the email issued to you by your fiat gateway of choice.
After then, wait until your transaction's projected completion time has passed.
Finally, If you have any further questions, you can contact Wyre or Moonpay for assistance. Durch is unable to assist with support requests since it is not participating in the transactions itself. As a result, we are unable to amend or cancel transactions and lack the information necessary to offer updates on transaction status.




How long does it take before I receive my crypto?


This is influenced by a range of variables, including the fiat gateway and payment method chosen, as well as your geographical location. Since it is the first transaction there might be some initial verification. It should be smooth from your second purchase through us. Card payments are completed almost instantly using Moonpay. Some transactions, on the other hand, can take many hours. Bank transfers might take anywhere from one to three (business) days to complete. Once all fraud and KYC procedures have been completed, the cryptocurrency is sent. This can take anywhere from a few minutes to several hours for first-time transactions, depending on any additional verification that may be required. Most Moonpay transactions are completed under 10 mins or almost instantly. Transactions are handled almost instantly using Wyre. Once a transaction is completed, the user simply needs to wait for the blockchain transaction to be completed, which can take up to an hour.




Is there a daily limit for buying crypto?


On our Wyrge gateway: For U.S.= $1000 weekly, $5000 yearly​ Globally = $1000 weekly, $5000 yearly On our Moonpay gateway: Level 1: EUR 5,000 daily limit, EUR 20,000 monthly limit. Level 2: EUR 10,000 daily limit when using card, EUR 50,000 daily limit using bank transfer, EUR 50,000 monthly limit in total You can find more information about the gateway and fees here.




How do I check the status of my transaction?


This is based on the fiat gateway that was chosen to complete the transaction. Because we are merely an intermediary connecting you to the fiat gateway, Durch cannot assist you in determining the status of your transaction. We have no knowledge of the status of your transaction unless you can provide us with a transaction ID or Transfer ID. If you purchased with Moonpay, you will receive an email with a link to monitor your transaction. Simply click the link to keep track of the status of your transaction in real time. If you purchased something through Wyre, you can't check the progress of your transaction until you have the Transfer ID. Users who buy crypto through Wyre usually get it in less than an hour. You will not be charged if your order/transaction fails. Any transaction amount that appears on your bill is simply a temporary authorisation that will be reversed within 2-3 business days.




Can I cancel my transaction or get a refund?


Refunds or cancellations are generally not possible once a payment has been initiated, though this ranges per fiat gateway. The transaction between you and the gateway is not handled by Durch in any way. As a result, review the terms of the gateway with which you transacted.




Why did my credit card get charged for my order, but no crypto was delivered?


When you select credit card as your payment option and make an order with Wyre or Moonpay, the company will issue a temporary pre-authorisation on your card, setting aside the appropriate amount of cash for your transaction. A pre-authorization, unlike a transaction, does not remove funds from your account; instead, it merely places a hold on those funds until your transaction is processed. Why do we require pre-authorizations in the first place? While other processes are being completed, a pre-authorization ensures that your payment method is legitimate, active, and that there are sufficient money to cover the cost of the transaction (such as verifying that you are who you say you are). What if a transaction is declined after a pre-authorization has been put on my card? The pre-authorization will be cancelled if your transaction fails or is cancelled for any reason. The pending transaction may disappear the same day, depending on your bank, but it might take up to 10 working days in other cases. You will never be charged for unsuccessful transactions, and your money will never leave your account.




Why did my order fail?


It's possible you didn't pass the identification check: Many merchants, like Moonpay, ask you to submit personal information, which may include an upload of your ID or passport. Your order will be canceled if you do not pass the identification verification. Furthermore, your payment may fail for a variety of reasons. However, we recommend you try again purchasing again on your end, by selecting a different fiat currency option (USD, EUR, CAD, GBP..) it worked for some customers.

If you paid by credit card, the following are the most typical causes for unsuccessful orders: Your issuing bank denied the credit card authorization because you used someone else's credit card or entered the wrong billing address. Your bank does not authorize crypto-acquisitions because you used someone else's credit card or entered the wrong billing address. If you paid via bank transfer, the following are the most typical reasons for unsuccessful orders: You submitted the transfer from someone else's bank account. You didn't include the reference number that was supplied to you, and you sent the wrong amount.
If the payment fails, you can try to purchase from another Durch gateway.




My transaction has been processing for a long time. What's happening?


If you've been waiting longer than expected, check the link given to you through email to verify the status of your transaction (if you used Moonpay). If any more steps are required, or if your payment method has been refused for whatever reason, the transaction tracker will notify you that the order has failed. In the case of credit cards, it's not uncommon for transactions to take several hours. Please note that Bank Transfer usually take 2-3 working days to process. If you have any further questions, you can contact Wyre or Moonpay for assistance.





Identity verification

Why do I have to verify my identity?


Verification of your identification may be required by regulations depending on the gateway you use to convert fiat cash to cryptocurrencies. This procedure exists to reduce the danger of questionable transactions related to money laundering or terrorism funding. In almost every country, such customer due diligence and transaction monitoring is mandated by law. The gateway you select to purchase crypto through does identity verification. Wyre transactions do not need you to upload a copy of your passport or other identification document.




How long does ID verification take?


This depends on which fiat gateway you used because ID verification is done by the different fiat gateways. MoonPay typically takes less than 30 minutes to authenticate your identification. Wyre does not require ID Verification




Why is my document not accepted?


We are unable to assist you with queries about ID verification because this is handled (or outsourced) by the fiat gateways. If necessary, get assistance with the payment gateway you used. The email you got has instructions on how to accomplish this.




Why do I have to go verify my ID again for a new transaction?


Durch does not save any information you enter when using our platform to transact with a related gateway. The same is true for any documents or images you provide. Everything is instead transferred straight to the gateway, which enables your transaction. As a result, we are unable to guarantee that the same information and documentation may be reused across several fiat gateways at this time.




My country or state is not on the dropdown menu, why ?


Your state or country is currently not supported on our gateways. We currently support 120 Countries through both of our gateways. To find detailed information about supported countries, Visit our merchnat info page.