{"templateId":"markdown","sharedDataIds":{"sidebar":"sidebar-products/legacy-api/sidebars.yaml"},"props":{"metadata":{"markdoc":{"tagList":[]},"type":"markdown"},"seo":{"title":"1. Why is there a delay for customers to receive their cryptocurrency?","description":"Official Banxa API documentation – on-ramp and off-ramp transfers with identity verification and compliance.","llmstxt":{"title":"Banxa Developer Documentation","description":"Integrate crypto-fiat exchange with Banxa's licensed infrastructure: payments, KYC, compliance, and settlement handled. 150+ countries, 45 global licences.","details":{"content":"Two integration products: **Banxa Native API** for partners who manage their own KYC and want full UX control (headless, HMAC server-to-server, no Banxa-hosted screens); **Banxa Hosted Checkout** for partners who want Banxa to handle KYC and payments (three paths: Referral URL, API, or React Native SDK). Both use the same sandbox and production environments at `https://api.banxa-sandbox.com` and `https://api.banxa.com`.\n\n## Constraints\n\n- **Authentication**: HMAC credentials must be stored server-side only, never expose in frontend, mobile, or client-side code. HMAC is required for all Native API calls and for KYC sharing in Hosted Checkout; `x-api-key` is used for all other Hosted Checkout endpoints.\n- **`externalCustomerId`**: Required on every buy and sell order. Use a stable opaque identifier, never PII.\n- **`identityReference`**: Must remain constant for the same user across all requests. Must not contain PII. If you attempt to create an identity for an email that already exists, you will receive a 422 / code 81, so retrieve the existing record rather than retrying creation. Use `GET /eapi/v0/identities/{identityReference}?email=user@example.com` to look up the real `identityReference` linked to an email.\n- **`quoteId`**: Only supported by `POST /eapi/v0/ramps` (bank transfer). The React Native SDK and Embedded Payment Button do not accept a `quoteId`, so use indicative pricing (`GET /eapi/v0/price`) for SDK and Embedded Payment Button flows.\n- **Quotes**: Indicative prices are not rate-locked, so refresh close to order creation to minimise rate drift. Locked quotes (`GET /eapi/v0/quote`) expire after approximately 3 minutes and are only valid for bank transfer ramp creation.\n- **Eligibility gate**: Never create a ramp or invoke the SDK when `paymentReady` is `false`. Always check eligibility and satisfy all requirements before payment execution.\n- **Webhooks**: Verify all inbound webhook signatures with HMAC-SHA256 before processing. Return HTTP 200 immediately and process asynchronously.\n- **Product selection**: Banxa Native is for partners who manage their own KYC. Banxa Hosted Checkout is for partners who do not do KYC. These are separate products with separate flows: do not mix endpoints across products.\n- **SDK scope**: The React Native SDK has no `banxa.customerIdentity` module. Identity and KYC are handled through the Native API only. `primerCallbacks` and `primerSettings` are Native context only and must not be referenced in Hosted Checkout integrations.\n- **Payment method naming**: Never use \"eAPI\" or \"EAPI\" as a product name. The correct name is \"Banxa Native API\". The URL path prefix `/eapi/` is correct and should not be changed.\n"}}},"dynamicMarkdocComponents":[],"compilationErrors":[],"ast":{"$$mdtype":"Tag","name":"article","attributes":{},"children":[{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"1-why-is-there-a-delay-for-customers-to-receive-their-cryptocurrency","__idx":0},"children":["1. Why is there a delay for customers to receive their cryptocurrency?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["In general, if all KYC documents are provided correctly, a customers' orders will be fulfilled automatically. However, if there is a delay, this could be due to:"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Payment method that customers used. For example, if customers chose Bank Transfer (e.g. iDEAL, Faster Payment or SEPA), this could take up to 2 business days for Banxa to receive the fund from customers (this means it will be longer if customers put orders during weekends). Only when we receive the fund, then we will be able to transfer coins to customers. For SEPA payments, we also do require customers to send a receipt confirming the transfer."]}]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Please help us to identify the payment methods that customers used to purchase coins and the time they made the order and assist us in advising customers accordingly."]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Customer KYC information is incomplete or does not meet requirements. For example, customers sent through ID but the quality is not readable or with glare. Or the selfie that customers sent through was taken from a long time ago, when we require the selfie to be taken within 24 hours of the time order placed. For these cases, we will have to review the order manually and we will send SMS/emails to customers requesting for new/further information. Please kindly assist in asking customers to check their emails and email's spam inbox for Banxa communications."]}]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"2-what-is-kyc","__idx":1},"children":["2. What is KYC?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["KYC means \"know your customer.\" It refers to a financial institution's obligation to carry out certain identity and background checks on its customers before allowing them to use products or platforms. It is part of a broader set of measures that regulators around the world use to fight money laundering. In other words, it stops bad actors from hiding the illicit source of their money behind legitimate financial activity."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"3-what-kyc-information-does-banxa-require","__idx":2},"children":["3. What KYC information does Banxa require?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["We require the following information for each customer:"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["First Name, Middle Name (if any), Last Name, Date of Birth, Address and Country of Residence"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Documents to be provided:"]}]},{"$$mdtype":"Tag","name":"ol","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If passport, then an upload of the photo page"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If driver license, then an upload of the front and back of card"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If ID card, then an upload of the front and back of card"]}]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Liveliness check"]}]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Please note that for high-value transactions, in order to avoid customer scams and fraud, we might also contact customer to request proof for their source of funds."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"4-does-banxa-have-247-customer-support","__idx":3},"children":["4. Does Banxa have 24/7 customer support?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Yes, we have 24/7 customer support. Customers can reach us at support.banxa.com"]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"5-can-partners-reach-out-to-banxa-for-end-user-support","__idx":4},"children":["5. Can partners reach out to Banxa for end-user support?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Absolutely, please feel free to contact your designated Account Manager if you would like us to assist in any way. In order for us to support an order inquiry, please kindly quote the Order Reference or Customer information (email address or full name used for the order)."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"6-what-are-the-transaction-limits","__idx":5},"children":["6. What are the transaction limits?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Please refer to this ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"https://docs.google.com/spreadsheets/d/1uSsZDDzv22oBApz_4tyJSk67EUa2ZEmtzJU9OH5UyFc/edit?usp=sharing"},"children":["page"]}," for transaction limits by fiat."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"7-how-are-refunds-from-customer-orders-processed","__idx":6},"children":["7. How are refunds from customer orders processed?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Refunds of cash payments is process that is reviewed and executed by our customer service team. As with most refunds, generally takes between 1 to 5 business days to process cash payment refunds."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Once we process a refund, the time it takes for the funds to arrive in the customer's account depends on the payment method and their providers i.e. their banks or financial institutions."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":3,"id":"expected-timings-based-on-payment-method","__idx":7},"children":["Expected timings based on payment method"]},{"$$mdtype":"Tag","name":"div","attributes":{"className":"md-table-wrapper"},"children":[{"$$mdtype":"Tag","name":"table","attributes":{"className":"md"},"children":[{"$$mdtype":"Tag","name":"thead","attributes":{},"children":[{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"th","attributes":{"align":"left","data-label":"Payment Method"},"children":["Payment Method"]},{"$$mdtype":"Tag","name":"th","attributes":{"align":"left","data-label":"Time to Arrival"},"children":["Time to Arrival"]},{"$$mdtype":"Tag","name":"th","attributes":{"align":"left","data-label":"Additional Information"},"children":["Additional Information"]}]}]},{"$$mdtype":"Tag","name":"tbody","attributes":{},"children":[{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["Credit Card or Debit Card"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["Up to 15 days depending on customer's bank"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["When a customer makes a purchase with a credit or debit card, the transaction will be put through as a pre-authorisation only. Only when the order is fulfilled then the actual payment amount will be taken. If there is any cancellation of the order, we will release the pre-authorised amount. In general, transactions from debit cards will take longer than credit card ones."]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["Interac"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["1 business day"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["The customer is sent an email with their security question. If they respond incorrectly or fail to respond, then the refund will be delayed."]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["iDEAL"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["1 business day"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["Direct transfer from our account to the customer's account."]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["SEPA"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["1 business day"]},{"$$mdtype":"Tag","name":"td","attributes":{"align":"left"},"children":["Direct transfer from our account to the customer's account."]}]}]}]}]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"8-how-can-i-close-an-iframe-or-webview-when-the-user-is-finished","__idx":8},"children":["8. How can I close an iframe or webview when the user is finished?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Our general recommendation is that you listen to the iframe or webview URL and when it changes to the redirect URL that you have provided to Banxa either through the create order API call or in your partner profile, use this as an indicator to redirect the user or close the iframe or webview"]}]},"headings":[{"value":"1. Why is there a delay for customers to receive their cryptocurrency?","id":"1-why-is-there-a-delay-for-customers-to-receive-their-cryptocurrency","depth":2},{"value":"2. What is KYC?","id":"2-what-is-kyc","depth":2},{"value":"3. What KYC information does Banxa require?","id":"3-what-kyc-information-does-banxa-require","depth":2},{"value":"4. Does Banxa have 24/7 customer support?","id":"4-does-banxa-have-247-customer-support","depth":2},{"value":"5. Can partners reach out to Banxa for end-user support?","id":"5-can-partners-reach-out-to-banxa-for-end-user-support","depth":2},{"value":"6. What are the transaction limits?","id":"6-what-are-the-transaction-limits","depth":2},{"value":"7. How are refunds from customer orders processed?","id":"7-how-are-refunds-from-customer-orders-processed","depth":2},{"value":"Expected timings based on payment method","id":"expected-timings-based-on-payment-method","depth":3},{"value":"8. How can I close an iframe or webview when the user is finished?","id":"8-how-can-i-close-an-iframe-or-webview-when-the-user-is-finished","depth":2}],"frontmatter":{"title":"FAQs","seo":{"title":"1. Why is there a delay for customers to receive their cryptocurrency?"}},"lastModified":"2026-05-19T23:30:38.000Z","pagePropGetterError":{"message":"","name":""}},"slug":"/products/legacy-api/docs/resources/faqs","userData":{"isAuthenticated":false,"teams":["anonymous"]},"isPublic":true}