FAQ

Registration of account
Verification (of cell phone). Part 1
Verification (of documents). Part 2
Buy order "Wire transfer to Liberty Reserve"
Order Goldexpay Debit Card
Sell Liberty Reserve to Goldexpay Card
Buy Vouchers(Skype) via Liberty Reserve
Sell Liberty Reserve to Wire Transfer
Sell Liberty Reserve to Western (Moneygram)

Registration of account



Verification (of cell phone). Part 1



Verification (of documents). Part 2



Buy Liberty Reserve via Wire Transfer



Order Goldexpay Debit Card



Sell Liberty Reserve to Goldexpay Card



Buy Vouchers(Skype) via Liberty Reserve



Sell Liberty Reserve to Wire Transfer



Sell Liberty Reserve to Western (Moneygram)

Question: How can I register and verify an account on goldexpay.com?
Answer: Registration:
You can register an account here Registration. All you need is simply put your e-mail, put strong password and type the code that you see on the picture.
You will get activation link to your e-mail. Follow this link and your account will be activated.
You can find tutorial video here.

Verification:
1) For verification of your account you need to log in to your registered account and go to Personal information page and fill in all your personal data.

2) When you filled in your personal information go to Profile page and click on the link "Verification of the cell phone" (After you receive verification code to your cell phone put it in the required field and your sell phone will become verified).
If you do not have cell phone for verification click on the link "I have only land phone" and you will get voice mail with the code to your land phone number (After you receive verification code to your land phone put it in the required field and your land phone will become verified).
You can find tutorial video here.

3) After verification of your phone go to Profile page and click on the link "Verification of the documents". And upload your documents for verification by administration. Upload your ID (colorful, high quality document with your photo) it can be national ID, national/international passport or driver license and utility bill (water/electricity/mobile bill or bank statement. The document should be for the last three months) for confirmation of your identity and current address. If you do not have utility bill upload your ID twice.
You can find tutorial video here.


Question: I did not get verification code to my phone. What should I do?
Answer: Please contact support. Send request for verification of your cell phone to support@goldexpay.com


Question: How much time do you need to verify my documents (account)?
Answer: Verification of the documents takes one business day (usually 3-5 business hours). As soon as your account becomes verified you will get notification to your e-mail.


Question: What document do you accept for verification?
Answer: Upload your ID (colorful, high quality document with your photo) it can be national ID, national/international passport or driver license and utility bill (water/electricity/mobile bill or bank statement. The document should be for the last three months) for confirmation of your identity and current address. If you do not have utility bill upload your ID twice.


Question: What is verification? Why do I need it?
Answer: When you buy e-currency via wire transfer or money transfer we need to verify you to confirm your identity. When you are verified you get full functionality of our service:
- you can make buy orders verification;
- when you place buy order you get information about our banks and agents automatically;
- You get access to order our debit cards because our cards are available only for verified members.

Question: For what countries is option of sending local bank transfer available?
Answer: You can send local bank transfer if you are in one of the following countries:
Australia, Austria, Azores, Belgium, Bulgaria, Canada, Canary Island, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, French Guiana, Gibraltar, Greenland, Guadeloupe, Guernsey, Hungary, Ireland, Isle of Man, Italy, Jersey, Latvia, Lithuania, Macau, Malaysia, Malta, Martinique, Mayotte, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Reunion, Romania, Saint Pierre & Miquelon, San Marino, Slovak Republic, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom. You can send local bank transfers in AUD, EUR, BGN, CAD, CZK, DKK, GBP, HUF, LVL, LTL, MOP / HKD, MYR, NZD, NOK, PLN, RUB, RON, SEK, CHF, AED.


Question: I do not see my currency in the list of currencies that you accept. What should I do?
Answer: We can also accept the following currencies as AUD (Australian Dollar), EUR (Euro), BGN (Bulgarian Lev), CAD (Canadian Dollar), CZK (Czech Koruna), DKK (Danish Krone), GBP (Great Britain Pound), HUF (Hungarian Forint), LVL (Latvian Lat), LTL (Lithuanian Litas), MOP (Macau Pataca)/ HKD (Hong Kong Dollar), MYR Malaysian Ringgit), NZD New Zealand Dollar), NOK (Norwegian Krone) , PLN (Polish Zloty), RUB (Russian Ruble), RON (Romanian Leu), SEK (Swedish Krona), CHF (Swiss Franc), AED (Emirati Dirham), as well as JPY (Japanese Yen), HRK (Croatian Kuna), ZAR (South African Rand), TRY (Turkish Lira), BHD (Bahraini Dinar),ILS (Israeli Shekel), KES (Kenyan Shilling), MAD (Moroccan Dirham), MXN (Mexican Peso), PHP (Philippine Peso), SGD (Singapore Dollar) and THB (Thai Baht).

Goldexpay works on expanding list of currencies that can be accepted. If you cannot find your currency mentioned in the list, you need to send international wire transfer in USD or EUR.


Question: How long does it take to complete the order for direction “Local bank transfer to e-currency”?
Answer: Local bank transfers arrive faster than international wire transfers (usually local bank transfer can arrive the same value date or on the next business day).


Question: What steps do I follow to place an order for direction “Local bank transfer to Liberty Reserve”?
Answer: To be able to send us local bank transfer you need to have verified Goldexpay account. You can check how you can register and verify new account here.

As soon as you are verified, please follow these steps:
1) Login to your Goldexpay account
2) Place an order for direction “Local bank transfer to e-currency”
3) On the third step you will receive further instructions on your order


Question: My local currency isn’t indicated on the 1st step of placing an order. What should I do?
Answer: Indicate amount in USD which will be equivalent to amount in your local currency. For example, to buy 1000 LR USD with Malaysian Ringgit (MYR) in the field “Send” insert 1000 (USD). 1000 USD approximately equals to 3018 MYR.


Question: Where do I get payment details to send local bank transfer?
Answer: You will receive detailed instructions on the 3rd step of placing an order.


Question: What should I do to send wire transfer from my business account?
Answer: To send us wire transfer from your business account you need to register a regular personal Goldexpay account and become verified. Then you need to provide us with following documents to our e-mail address:

1. Copy of company registration certificate
2. Certificate of good standing
3. Copy of director's ID
4. Document that shows all owners of company


Question: I want to send wire transfer. Can I use Internet banking?
Answer: If it is your first wire transfer then NO.
If you make first wire transfer with Goldexpay you need to make it only from branch of your bank (not Internet banking). When you confirm your first wire transfer you need to attach a copy of paper receipt from bank with the following information:
- Name of the Bank of sender;
- Address of the Bank of sender;
- Account Number (IBAN for transfers of European Union);
- Name of the Account Holder;
- Receiver information (Name of Account Holder, Account Number)
- Memo required;
- Name of agent sending wire transfer;
- Paper must be signed by bank agent
If you send your wire transfer from on-line banking and it is your first wire transfer, it will be returned to you with deducting all bank fees. After first successful wire transfer you will be able to make buy orders using your on-line banking and attach print-screen of transfer.

Question: I want to buy e-currency. How can I do that?
Answer: You need to register and verify your account. Next step is to place Buy order.
You can buy e-currency via wire transfer (watch tutorial video Wire Transfer to Liberty Reserve), money transfer (Western/Moneygram). All these options are available only for verified members of Goldexpay.


Question: Can I buy e-currency using my local currency?
Answer: Yes, you can buy e-currency using your local currencies. You can buy e-currency with the following local currencies: AUD (Australian Dollar), EUR (Euro), BGN (Bulgarian Lev), CAD (Canadian Dollar), CZK (Czech Koruna), DKK (Danish Krone), GBP (Great Britain Pound), HUF (Hungarian Forint), LVL (Latvian Lat), LTL (Lithuanian Litas), MOP (Macau Pataca)/ HKD (Hong Kong Dollar), MYR Malaysian Ringgit), NZD New Zealand Dollar), NOK (Norwegian Krone) , PLN (Polish Zloty), RUB (Russian Ruble), RON (Romanian Leu), SEK (Swedish Krona), CHF (Swiss Franc), AED (Emirati Dirham), as well as JPY (Japanese Yen), HRK (Croatian Kuna), ZAR (South African Rand), TRY (Turkish Lira), BHD (Bahraini Dinar),ILS (Israeli Shekel), KES (Kenyan Shilling), MAD (Moroccan Dirham), MXN (Mexican Peso), PHP (Philippine Peso), SGD (Singapore Dollar) and THB (Thai Baht).


Question: I want to use Western(Moneygram) to buy e-currency. How can I do that?
Answer: 1)Log in your verified account because this option available only for verified users.
2) Choose the direction Western(Moneygram) to e-currency. On the last step you will get details of our agent (please copy these details).
3) Go to the nearest Western(Moneygram) office and send funds to our agent.
4) Get and save a copy of money transfer with all information for confirmation of your payment (we do not process orders without copy of money transfer).
5) Log in your account and go to History page. There you will see the link "confirm" in front of your order. Click this link and upload copy of money transfer for confirmation.
6) It takes 1 business day to process orders with money transfers. As soon as our agent receive your transfer we will send funds to your e-currency account.


Question: I made an order 'buy e-currency via wire transfer', but I received less on my e-currency account. Why?
Answer: During placing the order there is an information on the page that you need to pay all fees for wire transfer.
Payment is sent as an international bank wire transfer and you need to pay all fees for wire transfer.
If you choose "OUR" option, our bank's fee will be around 13 USD
If you choose "BEN" or "SHA" options, banks fee will be around 25-40 USD


Question: I made a payment for the order "wire transfer to e-currency". How can I confirm my payment?
Answer: When you place new order you get e-mail with the links for: 'confirmation', 'uploading the invoice', 'check status of your order'.
1) You need to upload and sign an invoice using the link that you got to your e-mail or on our website.
2) You need to make a copy of wire transfer. 3) Log in your account and go to History page. There you will see the link "confirm" in front of your order. Click this link and upload copy of invoice and wire transfer for confirmation of your payment.
6) It takes 1-4 business day to process orders with wire transfers. As soon as we get funds to our bank account we will send funds to your e-currency account.


Question: What should I do to send wire transfer from my business account?
Answer: To send us wire transfer from your business account you need to register a regular personal Goldexpay account and become verified. Then you need to provide us with following documents to our e-mail address:

1. Copy of company registration certificate
2. Certificate of good standing
3. Copy of director's ID
4. Document that shows all owners of company


Question: I want to send wire transfer. Can I use Internet banking?
Answer: If it is your first wire transfer then NO.
If you make first wire transfer with Goldexpay you need to make it only from branch of your bank (not Internet banking). When you confirm your first wire transfer you need to attach a copy of paper receipt from bank with the following information:
- Name of the Bank of sender;
- Address of the Bank of sender;
- Account Number (IBAN for transfers of European Union);
- Name of the Account Holder;
- Receiver information (Name of Account Holder, Account Number)
- Memo required;
- Name of agent sending wire transfer;
- Paper must be signed by bank agent
If you send your wire transfer from on-line banking and it is your first wire transfer, it will be returned to you with deducting all bank fees. After first successful wire transfer you will be able to make buy orders using your on-line banking and attach print-screen of transfer.

Question: I want to sell e-currency and receive Western (Moneygram). Please explain how will I receive the funds.
Answer: Our agent will send money transfer after your confirmation of the payment in one business day (as usual 4-5 working hours).
You can place two orders per one business day if you want.
When you fill up the order form indicate your real first and last name (it is very important for transfer).
Money transfer fee is included in our service fee. You can see it in fees explanation right below the calculator. No additional fees. When you place the order you can check exact amount that you will receive in cash.


Question: I want to sell my e-currency to wire transfer. Who will pay for bank wire fees?
Answer: When we make bank wire (iban, sepa), we use the „Shared fees (SHA) option, and we pay our bank fees. So if your bank (intermediary) will not charge fee for transfer - you will receive full amount of money that we transfered. There are other options like „Beneficiary pays all fees (BEN)“ and „Sender pays for all fees (OUR)“. If you want us to pay all fees for wire transfer or you want your bank to pay all fees for transfer please contact our support team.


Question: I want to sell liberty reserve to my credit card? Do you have any limits or restrictions? And what is the processing time for this direction?
Answer:If you want to sell your e-currency and get funds to your credit/debit card you can use both VISA and Mastercard. We do not send funds to Afghanistan; Belarus; Burma(Myanmar); Cote d’Ivoire (Ivory Coast); Croatia; Cuba; Democratic Republic of Congo; Egypt; Eritrea; Iran; Iraq; Kosovo; Liberia; Lebanon; Libya; North Korea; Macedonia; Pakistan; Republic of Guinea; Slovenia; Somalia; Sudan; Syria; Tunisia; Zimbabwe according to the restrictions of our merchant.
There are no monthly limits.
We do not send funds to Payza, Payoneer etc cards which were issued by the financial merchants. Also we do not send funds to Maestro cards. Please use the cards which were issued for you directly by the bank.
The funds will appear on your card in 2-6 business days (usually 48 hours).

Question: What about exchange with SolidTrustPay?
Answer: Please pay attention that SolidTrustPay support and Goldexpay support review each transfer so it can take some time before it will be confirmed and completed. If it is necessary we will request for additional documents before completing the order. Also you will be asked about your cell phone. If you will be unable to provide that info order will be refunded (SolidTrustPay fees will be deducted from your payment). This review and approval process are normally completed in 2 business days, but could possibly take longer if further review is needed. If you already have completed orders with SolidTrustPay on goldexpay.com then review process will take less time.


Question: What about exchange with Moneybookers, PayPal?
Answer: Exchange with PayPal and Moneybookers can take up to 1-2 working days (usually 3-5 working hours) to complete.


Question: Where can I check the processing time and additional information about another exchange orders?
Answer: When you place the order on our website and choose one of the directions there is a section with full information about the order in the right top conner of the page "Please pay attention". There you can check all information about the order you placed.

Question: What is the processing time of the order 'Wire transfer - e-currency'?
Answer: The fastest international payment we had received took 12 hours and the slowest one took 5 business days. Information about the exact duration of transfer and its processing can be obtained in bank which has originated the payment. When we send an international payment, customer usually receives it on the next or second day upon sending.
Usually it takes 2-4 business days to receive and complete your order.


Question: How long does it take to complete the order for direction “Local bank transfer to e-currency”?
Answer: Local bank transfers arrive faster than international wire transfers (usually local bank transfer can arrive the same value date or on the next business day).


Question: What is the processing time of the order 'Western/Moneygram - e-currency'?
Answer: After confirmation of your order our agent receives money transfer (western/moneygram) in one business day (as usual 4-5 working hours).

Question: What is the processing time of the order 'E-currency to wire transfer'?
Answer: It takes 1 business day to complete the order (send wire transfer).
Wire transfer usually takes 2-4 business days to arrive to your bank account.


Question:What is the processing time of the order 'E-currency - Western/Moneygram'?
Answer: Our agent will send money transfer after your confirmation of the payment in one business day (as usual 4-5 working hours).
You can place two orders per one business day.


Question: What is the processing time of the order 'E-currency - Credit/Debit card'?
Answer: The funds will appear on your card in 2-6 business days (usually 48 hours).
Answer:If you want to sell your e-currency and get funds to your credit/debit card you can use both VISA and Mastercard. We do not send funds to Afghanistan; Belarus; Burma(Myanmar); Cote d’Ivoire (Ivory Coast); Croatia; Cuba; Democratic Republic of Congo; Egypt; Eritrea; Iran; Iraq; Kosovo; Liberia; Lebanon; Libya; North Korea; Macedonia; Pakistan; Republic of Guinea; Slovenia; Somalia; Sudan; Syria; Tunisia; Zimbabwe according to the restrictions of our merchant.
There are no monthly limits.
We do not send funds to Payza, Payoneer etc cards which were issued by the financial merchants. Also we do not send funds to Maestro cards. Please use the cards which were issued for you directly by the bank.


Question: What is the processing time of the order 'E-currency - Goldexpay debit card'?
Answer:It takes about 1 business hour to complete the order.
The funds will appear on your card in 5-15 min after order is completed.

Question: I want to send wire transfer.Can I use Internet banking?
Answer: If it is your first wire transfer - no.
If you make first wire transfer with Goldexpay you need to make it only from branch of your bank (not Internet banking). When confirming first wire transfer you need to attach a copy of paper receipt from bank with the following information:
- Name of the Bank of sender;
- Address of the Bank of sender;
- Account Number (IBAN for transfers of European Union);
- Name of the Account Holder;
- Receiver information (Name of Account Holder, Account Number)
- Memo required;
- Name of agent sending wire transfer;
- Paper must be signed by bank agent
If you send your wire transfer from online banking and it is your first wire transfer, it will be returned to you with deducting all bank fees. After first successful wire transfer you will be able to make buy orders using your on-line banking and attach print-screen of transfer.


Question: I want to send western (moneygram) from online. Can I do that?
Answer: In connection with increase amount of scam cases, we do not carry out removal of transfers Western (MoneyGram) sent through online-interface. Please use western (moneygram) offices to send money transfer.

1)How can I order Goldexpay Debit Card?
You need to register and become verified with Goldexpay. You will find the link "Goldexpay cards" in your profile on the left side. You will be able to send a request for the card by clicking on it after verification of the account.

2) Is Goldexpay debit card virtual or plastic?
Goldexpay debit card is "named" branded reloadable plastic card.

3)How many Goldexpay cards can I have (MasterCard and Maestro)?
One client can purchase one MasterCard and one Maestro card.

4)How do you deliver cards?
Our bank sends cards via airmail and via DHL.


4)I have paid for my card when will I get it?
It takes 2-3 weeks to issue and deliver card via air mail and 5 business days via DHL.

4)What are the prices of goldexpay cards?
MasterCard via airmail costs 50 USD.
MasterCard via DHL costs 109 USD.
Maestro card via airmail costs 30 USD.
Maestro card via DHL costs 89 USD.

5) Which currency MasterCard/ Maestro cards are available in?
Cards are available only in USD. You can withdraw cash from ATMs in local currency also. The exchange rate is automatically calculated by MasterCard/ Maestro.

6) How can I check my card balance and history of transactions?
You can check it at ATM and online. As soon as you receive card you will get the instructions how to check the balance and history of transactions online.

7) Where can I use Goldexpay debit card?
Goldexpay debit card can be used at million ATMs, you can also make purchases at POS locations worldwide where MasterCard and Maestro are accepted. You can use Goldexpay MasterCard for purchasing online.

8) Will I get named debit card?
Yes, there will be your name and Goldexpay brand on the card.

9) Who can use Goldexpay debit card?
All verified users of Goldexpay can order Goldexpay debit card, except residents of the following countries: Burma, Iran, Iraq, Libya, North Korea, Sudan.

Question: How can I order Goldexpay Debit Card?
Answer: 1) You need to register and verify account on Goldexpay.com.
2) When you verify your account please upload your ID and your utility bill.
3) When your account is verified go to Request form page and fill your real address. Do not provide your PO BOX if you want get the card via DHL. DHL delivers the cards only to real address.
4)On the next page choose the card and method of delivering and press submit. Goldexpay recommends to choose DHL as method of delivering because neither bank nor Goldexpay take response for delivering via general airmail.


Question: Will you provide me additional information about my card?
Answer: You will be notified via e-mail about all steps of cards issuing/delivering. Always check your e-mail (sometimes junk/spam folder) before contacting support. All instructions about "next step" will be sent to your e-mail. Also you will be able to check status of your order in your profile.


Question: My card status is "Additional information need". What should I do?
Answer:If you have status "Additional information need" please check your e-mail. You will get information about the additional documents that we need for issuing of your card. After you upload necessary documents your request will be approved for payment.


Question: How can I pay for my card?
Answer: If your card request has the status "approved" you will see the link "pay" in front of the card request on the Goldexpay cards page. Click on the link "pay" and you will be redirected to the merchant and you will be able to pay for your card.


Question: I have received the card. How can I activate it?
Answer: Please check all documents that you received with your card. There should be the instruction for activation, if you did not find the instructions, contact support.


Question: I have activated my card. What should I do now?
Answer: Please contact support and inform about the activation of the card. We will add new option to your account and you will be able to sell e-currency to your goldexpay card.

Question: I have put wrong country, cell phone number etc in my account by mistake. Can I change it?
Answer: If you just registered new account and realized that you had put wrong information, contact support.
If you already verified your account and want to change the information, you need to register new account or contact support.


Question: I want to change the password. How can I change it?
Answer: Log in your account and follow next link Change password page.


Question: I tried to place an order but got the mistake "Not enough reserves". What should I do?
Answer: You can fill in Reserve notification form and get information to your e-mail as soon as we get an appropriate amount for your order.


Question: How can I check status of my order?
Answer: If you want to check status of your order you need to follow next link Order Status


Question: I cannot log in my account always get the mistake (csrf token: CSRF attack detected). Can you help me?
Answer: If you have problems with logging in your account you need to reload your browser and try again. We recommend to use Firefox browser (your browser should accept cookies). Also you can use Forgot the password link. Or you can contact support.

Question: Whom should I contact about problems or questions regarding my orders?
Answer: You need to contact our support team (but first check status of your order please).


Question: I would like to open a Business account with Goldexpay. Is it possible?
Answer: We have only a Personal account. If you want to send money from your business account you need to register a regular Personal Goldexpay account and become verified.
Then you need to provide us with following documents to our e-mail address:

1. Copy of company registration certificate
2. Certificate of good standing
3. Copy of director's ID
4. Document that shows all owners of company.


Question: What is the difference between Western USD and Western Express?
Answer: The main difference between Western USD and Western Express options is processing time. Orders with Western Express take less time to be completed.


Question: What is your return, refund and cancellation policy?
Answer: If you believe you have made an error in the payment or you have any other issues or questions related to your payment history with Goldexpay, please contact our support team.


Question: Why can I trust goldexpay.com?
Answer: Goldexpay.com is official exchange partner of Perfect Money, verified exchanger of C-gold, exchanger of Liberty Reserve, verified exchanger of SolidTrustPay, got Paxum Business Account. Goldexpay.com got SSL certificate by GoDaddy so your connection with our site is fully secure.