Registration and verification (KYC)

I registered my account, but can’t log in.

During the registration process, you will receive an activation code to your email address that needs to be clicked on for the account to become active. After this, you will be able to access your account.

How can I change my password?

You can change your password after you log in by clicking on the “Account settings” in the dropdown menu located under your name in the upper right corner of the page.

Can I change the e-mail address that is associated with my ECD account?

To change your e-mail address, you have to contact our customer support team because there’s no option to do that by yourself on your account. Keep in mind that you can create a new account, but the transaction record that you had on your old account will not be transferred to the new one.

How can I verify my account?

Verification consists of two steps.
It is necessary to log in to your account and click on the “Verification” option that can be found in the dropdown menu located under your name in the upper right corner of the page.
*The first step is to verify your phone number.
*The second step is personal verification.
You can complete the personal verification process in one of the VIP exchange offices or another partner exchange office. It is necessary to bring a valid personal document with you.

How long does it take to verify my account?

Phone number verifications can be completed in a matter of minutes.
Personal verification can be completed in one day.
See available locations for personal verification or contact our customer support.

Do I have to verify my account (complete KYC)?

In order to be able to use all ECD services within the general terms of use (limits, number of transactions, ECD Express service, referral program, transition to higher zones, trust voucher) it is necessary to complete the registration and verification process, due to the law that came into force 04/01/2018 years. Verification includes phone number verification as well as personal verification.

How can I be sure that you will not use my personal information maliciously?

Since we are a registered legal entity in the Republic of Serbia, we are obliged to comply with all laws and regulations that affect our business as well as the laws that protect our clients. In this regard, your information is used solely following the details set out in our Terms of Use .

Do I have to verify my account to use the crypto ATMs?

Yes, if you want to use our crypto ATMs, you need to perform a personal verification.

Creating and confirming requests

How to create a transaction request?

Requests are created through the site, via the ‘Exchange’ option. First, you choose the cryptocurrency and then the appropriate type of service (buying or selling).

I made a mistake while creating a request, what can I do?

If you made a mistake while creating a request, you can easily cancel it and create a new one. Please do not cancel the request if you have already made payment or sent the cryptocurrency you wish to sell.

How to cancel a request?

After logging in, you have the ‘Transactions’ option in the drop-down menu below your name and there is the ‘Cancel Request’ option on that page.

Is there any deadline by which I have to make the payment after creating the request?

If the payment is not detected, the request will be deleted after 3 business days.

Can I create more than one request at the same time?

It is possible to create a maximum of 2 active purchase requests and 1 sale request for a particular cryptocurrency at a time.

What is the ‘Name address /Name Banking Account’ field for?

This field is used to give a name to each crypto address or banking account so you can sort them out and make it easier for you to choose the one you want to make a payment with.

How can I check the status of my request?

You can check the status of your request on the site itself, after logging in, select “Transactions” in the drop-down menu below your name and look for the information you want in the ‘Status’ column.

Transaction statuses explained.

You can see the following terms in the Status column:
Received – You have successfully created the request but have not yet registered the payment.
Pending – We have recorded your payment.
Realized – your request has been realized and you can expect funds in your account soon.
Canceled – The request has been canceled.

At what rate do you exchange USD for RSD?

It is calculated according to the middle exchange rate provided by the NBS (National Bank of Serbia) on the day the request is confirmed.

I didn’t write down the information from the payment slip, where can I find the required information again?

You can see an example of a payment slip after logging in to the site and clicking on the “Transactions” option, which is in the drop-down menu below your name, in the upper right corner of the screen. Payment details will be forwarded to you via email as well.

ECD express

What is ECD express and how does it work?

ECD express is a cryptocurrency brokerage service where the amount of cryptocurrency that the customer receives is known in advance and is guaranteed to send cryptocurrency as soon as possible.

You can make a payment with Mastercard or Maestro payment cards. At no point is payment card information available to the ECD exchange system. It is necessary for your account on ecd.rs to be personally verified. From the ecd.rs homepage, select a cryptocurrency you want to buy. Then you choose the type of service, in this case, ECD express. Enter the desired amount (RSD) in the field and the amount according to the current value, will be displayed in the cryptocurrency field. Then enter the cryptocurrency address to which you want the cryptocurrency to be sent and click ‘Confirm’. You will then receive a confirmation email. If you make the payment within twenty minutes, the request will be approved and the exact amount of cryptocurrency will be sent within a few minutes to the indicated address. If payment is not made within twenty minutes, the request will be canceled and no service will be charged.

Is ECD express service available 24/7?

Exactly. ECD express service is available 24/7, regardless of whether work or non-work days are at stake.

What cards can I make a payment for?

Currently, Master or Maestro payment cards can be used.

When will I get the coins?

Immediately upon payment, the selected cryptocurrency will be sent to the crypto address you chose and wrote when creating the request.

Why can’t I make a VISA payment?

The VISA card payment option is not yet available, but you can expect this feature to be available to our customers soon. Follow the announcements on our site and social networks to find out when this service will be available.

Commissions and limits?

Current fees and limits can be viewed at the following link Fees.

At what price will I buy?

When you create a request, you reserve the exact amount of cryptocurrency for the current price on the digital asset exchange platform with which we cooperate and you have 20 minutes to make the payment at that price.

When will I receive a refund if I have canceled my request?

If the request is canceled, the transaction was unsuccessful and your card will not be debited.

What happens if I enter the wrong crypto address?

If the request is completed, the funds have already been sent to the crypto address you provided in the request, so it is not possible to cancel the transaction and get those funds back.

How do I check how much time I have left to pay?

You can view the remaining time via the ‘Transactions’ option, which is located in the drop-down menu below your name, after logging into your account on our site.

What if I create a request for the wrong amount?

If you wish, you can cancel the transaction via the ‘Transactions’ option, which is located in the drop-down menu below your name on our site and then create a new one to the desired amount. Also, the request will be automatically canceled, after the 20 minutes scheduled for payment expires.

Can I make a payment if it is a Master / Maestro foreign exchange card?

All Master and Maestro cards issued by banks registered for performing business in Serbia are supported

What is 3D secure?

3-D Secure is an additional layer of security for online transactions. When paying with 3D secure cards, you confirm your payment by entering the code you receive via SMS.

Can I sell and have the money deposited on the credit/debit card?

At this point, it is only possible to make purchases through the cards. Follow the announcements on our site and social networks to find out when this service will be available.

How do you store my card information?

When entering payment card information, confidential information is transmitted in a secure (encrypted) form. The security of data during the purchase is guaranteed by the payment card acceptor, I Pay SEE doo Beograd so that the complete payment process is performed on the pages of the acceptor. At no time is payment card information available to our system.

Purchase - Guaranteed price, 24/7 cryptocurrency sending

What are the conditions that a user needs to meet to get a 24/7 guaranteed price?

The amount you paid must match the amount you indicated when creating the claim.
Use the reference number indicated in the payment instructions provided.
Our bank sends us information on the inflow of funds based on your request within a time frame of 20 minutes from the moment of the request submission. The ECD account linked
to IPS is:
330-4017883-48
so you should send funds to that account.

How to send money within 20 minutes so that the ECD system records the inflow of funds?

Each payment institution must leave at least one of several options for users to use IPS. The money can be sent via electronic, mobile banking or by submitting payment orders at the payment service providers’ counters, to make payment upon the request. A specific system takes seconds to send money transactions, and transaction flow is enabled 24/7.

When does the 20 minute period start to flow?

Period of 20 minutes begins to flow, the moment you press the “Submit Request” button after the request is filled.

When can you see the guaranteed price?

After filling in all the fields during the request creation process, you have selected “Submit Request”, which starts to count down to a period of 20 minutes. You receive a mail through which you need to confirm your crypto address by clicking on the link in the mail. The system then takes you to a page where the relevant user and transaction information is displayed. On this page, you need to confirm the data and “Terms of use”. There are also payment instructions, and you also receive them by mail. The payment instructions show the guaranteed price.

When does the guaranteed price expire?

If we do not receive information from our bank about the inflow of funds based on your request within 20 minutes from the moment of submission of the request, the price is not guaranteed anymore.
The request will not be canceled, it will be completed at whatever the current market price is at the moment we receive the payment.

When are the purchased cryptocurrencies sent in case the process was completed?

All cryptocurrencies are sent a few moments after we receive information from our bank about the inflow of funds, regardless of the day of the week or the period during the day. It is necessary that the transaction in value does not exceed 300,000 RSD (BTC, LTC, BCH) or 100,000 RSD (ETH and USDT) to automatically send cryptocurrencies. Such a service is available 24/7.

When it comes to Tether (USDT), ECD currently only supports transactions via the ERC20 protocol

What is the value limit for using the benefits guaranteed price and automatic cryptocurrency sending?

The limit is 300.000 RSD (BTC, LTC ,BCH) or 100.000 RSD (ETH i USDT) per transaction.

What happens if a purchase request is made for more than 300.000 RSD?

If you make the payment within 20 minutes, the price will be guaranteed, but the cryptocurrency will not be sent automatically immediately. Sending will be made within the same business day if payment is
recorded by 5:30 pm on the business day. If recorded after this time or on weekends, the sending will be made on the first following business day.

What happens if payment of less than 300.000 RSD is made within 20 minutes and the ECD system does not record it, or payment of up to 300.000 RSD is made after 20 minutes?

If we have not received information from our bank that you made the payment within 20 minutes, the guaranteed price will not apply, but a new one will be formed and will depend on the current price when the ECD system registers the payment, ie. when information from the bank arrives. Cryptocurrencies will be sent automatically as soon as we receive information about the cash inflow from the bank, 24/7.

What happens if payment of more than 300.000 RSD is made within 20 minutes and the ECD system does not record it, or payment over 300.000 RSD is made after 20 minutes have elapsed?

If we have not received information from our bank that you made the payment within 20 minutes, the guaranteed price will not apply, but a new one will be formed and will depend on the current price when the ECD system registers the payment, ie. when information from the bank arrives. The cryptocurrency will be sent within the same business day if the payment is recorded by 5:30 pm on the business day. If recorded after this time or on weekends, the shipment will be made on the first following business day.

What happens if the payment is not made according to the instructions, reference number is wrong or RSD amount is not accurately entered/sent?

All transactions of this type go into a manual processing system. We will not be able to guarantee the price. We handle those requests during the regular business hours of the ECD
Transaction Processing Team (Mon-Fri 09: 00-17: 30).

What happens with transaction over 300.000 RSD, out of regular working hours, during weekends and holidays?

If you create request greater than 300.000 rsd out of regular working hours, or during weekends and holidays, request will not be completed due to limits defined by NBS regarding Instant payment system.

Our recommendation for you is to check your bank’s terms and conditions and limits regarding Instant payment System application.

To which address can you send me the cryptocurrency I want to buy?

You can leave any crypto address, whether it is on one of the crypto exchanges, mobile, desktop or hardware wallet. Please note that you do not leave an address that does not match the cryptocurrency you are buying.

I mistyped my crypto address, what should I do?

In case you have provided us with an incorrect address, you must send us an e-mail at office@ecd.rs which will contain: your account number, first and last name, as well as the new address to which you want the coins to be sent. If you have provided an incorrect address in the request, there will be no difficulty sending the coin to the new address you provide via email. The problem may arise if you have written the correct address in the request, which in this case is not yours, and in the meantime, we have completed your request. In this case, sending the coins to a new address will not be possible.

Is it possible to make payments in USD, EUR..?

Payment can be made exclusively in RSD, the only official currency used in the territory of the Republic of Serbia.

Can I make a credit card payment?

Yes, from 11/01/2018. card payment (Maestro and MasterCard) via ECD Express is enabled.

Which wallet should I install?

Some of the most popular wallets are Jaxx, Coinomi mobile wallets, and Exodus, Electrum desktop wallets, but it is your personal choice which wallet you want to install. We cannot guarantee safety for products of another service. The safest way to store cryptocurrency is by using a hardware wallet and one, you can buy the vault as well as the Bitbox through our website through the SERVICES / SHOP options. Shop

Can I buy cryptocurrencies as a legal entity?

Yes, legal entities can buy cryptocurrencies, but it is necessary to do the following steps first: 1. The account must be created and personally verified by the owner of the legal entity. 2. Submit an excerpt from the APR. 3. Submit the statement on the purchase of cryptocurrencies with the seal and signature of the authorized person. 4. Submit the statement on registration of the address of the digital property (crypto address) with the seal and signature of the authorized person. You can send an excerpt from the APR and the statements by e-mail to office@ecd.rs. If you are in the VAT system, please consult your accountant before purchasing cryptocurrencies. For all additional questions and help you can contact our customer service: 069 / 2200-230.

Sales - 24/7 Payment Guaranteed Price

What is the limit per transaction to use the 24/7 automatic payment benefits?

The limit is 850.000 RSD per transaction.

When is the money sent if the process is completed?

The payment of RSD to your account follows after we receive the first online confirmation regarding your transaction, regardless of ECD business hours (24/7).

What are the conditions that a customer needs to meet to get a guaranteed price?

It is sufficient for us to be informed within 20 minutes from the moment of submission of the request that the exact amount of coins from the request is visible online.

When does the 20min period start to flow?

Period of 20 minutes begins to flow, the moment you press the “Submit Request” button after it is filled.

When can you see the guaranteed price?

After submitting the request, you will receive a mail with a link confirming the accuracy of the dinar account. The system will take you to a page where transaction details are displayed. On this page, you need to confirm the data and “Terms of use”. This includes payment instructions and a guaranteed price. You also get all these details in the mail.

What happens if I send a smaller or larger amount than the one I wrote when creating the request?

If the deviation is not more than 2% then everything will go automatically. In case the amount differs by more than 2%, the request is given the status ‘Manual processing’, which means that it is necessary to manually modify your request in relation to the received quantity of coin.

What happens if coins are not visible online within 20 minutes?

If we don’t receive confirmation from the network that the coins are online after 20 minutes, a guaranteed price will not apply.

The new price will be determined according to the current market price at  crypto exchange at the moment when coins become visible online.

The RSD payout to your account follows after your transaction has the first confirmation on the blockchain, regardless of ECD business hours (24/7).

Do you make payments in USD or EUR?

Payments are made exclusively in dinars and therefore it is not possible to make payments in any other currency.

Where can I send you cryptocurrency from?

You can send it from anywhere you want, whether it’s a market account or a wallet account.

Is tax paid and how much?

If you have earned bitcoins as a result of any work you have been doing, then you are required to pay taxes upon receiving the bitcoins. If you acquire bitcoin by mining or buying it, you are obligated to pay taxes at the time of the sale. We would advise you to contact the Tax Administration for more information.

Why do zeros fill in automatically when I write my account number and do I have to worry?

If your account contains less than 18 digits, the field reserved for entering the account number will only add zeros. It does not change the correctness of your account so there is no reason to be concerned.

Can I sell cryptocurrencies as a legal entity?

Yes, legal entities can also sell cryptocurrencies, but the following steps must first be taken: 1. The order must be created and verified by the owner of the legal entity. 2. Submit an APR excerpt. 3. Submit the statement to sell the cryptocurrency with the seal and signature of the authorized person. 4. It is necessary to provide proof of origin of coins, or proof of purchase if you have purchased, or if you have minded coins, it is necessary to submit invoices for the purchase of equipment (invoices for graphics cards or purchase of Asic are sufficient). You can send an excerpt from APR and the statement to sell cryptocurrency by mail to office@ecd.rs. If you are in the VAT system, please consult with your accountant before selling cryptocurrency. For any additional questions and assistance, you can contact our customer service: 069 / 2200-230.

User Rewarding - Rules

What generated turnover do I need to earn over 90 days to receive a lower commission?

Depending on your 90-day generated turnover, commissions may be:

4,7%, Casual zone, up to 100.000 RSD generated turnover.

4,4%, Active Zone, 100.000 to 250.000 RSD generated turnover.

3,7%, Trust zone, over 250.000 RSD generated turnover.

What does 90-day generated turnover mean?

Your generated turnover is dynamically monitored over the last 90 days and that turnover from the last 90 days defines the zone in which you are located.

How can I check my generated turnover in the last 90 days?

When logging into the ECD site via your data (username, password), by clicking on the Transactions option in the drop-down menu below your name in the upper right corner you can see the status of your generated turnover in the last 90 days.

What goes into the final 90-day turnover calculation that defines the zone I’m in?

Turnover generated through buying cryptocurrencies on ECD.rs (Payment Order or ECD Express) or selling cryptocurrencies, is collected into a final calculation that defines the zone in which you are located.

Do the transactions effected through the crypto ATM enter the final 90-day turnover calculation that defines the zone in which I am located?

Turnover generated through crypto ATM does not enter into the final calculation of the complete turnover that defines the zone in which you are located.

I have just verified the order, what zone I am in and what is the transaction fee?

You are in the Casual zone, the commission you will be charged in case of cryptocurrency sale or purchase using the payment order option is 4,7%.

I would like to make a larger transaction, will I immediately enter the Trust Zone?

You make the transaction under the terms and conditions and fees associated with your current zone. The size of the transaction you want to make does not affect the commission you will receive when completing that transaction. Affects the area you will be in after the transaction.

User Rewards - Trust Voucher

What is a Trust reward?

For every 1.000.000 RSD of generated turnover, the user receives a Trust reward for 1.000 RSD.

Additionally:

When 3.000.000 RSD is reached, an additional 3.000 RSD is obtained.

When 5.000.000 RSD is reached, an additional 5.000 RSD is obtained.

When 10.000.000 RSD is reached, an additional 10.000 RSD is obtained.

What is the total value of the Trust reward received by a customer who has a turnover of 6.000.000 RSD?

The value of the Trust reward is 6 x 1.000 + 3.000 + 5.000 = 14.000 RSD.

Do I count the turnover I generated before the release of the new user reward system?

It doesn’t count when it comes to Trust reward.

Generated turnover for receiving the Trust reward is calculated, starting from 04/13/2020.

How can I check my generated turnover or check how much more turnover it takes to get a Trust reward?

When logging in to the ECD site through your data (username, password), by clicking on the Transactions option in the drop-down menu below your name in the upper right corner, you can see the status of your generated turnover from the moment the new user reward system started functioning.

When do I receive a Trust reward?

On every accumulated 1.000.000 RSD turnover, generated from 04/13/2020. ECD will contact you by email. The mail will contain clear instructions for applying for Trust reward.
Once a week, we will cross-section data to determine which customers have earned the Trust reward.

In what form is a Trust reward, crypto or RSD?

Trust reward is in RSD form and it can be transferred to your residential RSD bank account.

Can a Trust reward expire?

It is necessary to redeem the Trust reward within 3 months from the day you received the e-mail confirming your eligibility for the Trust reward.

Humanitarian work

ECD humanitarian action

ECD has begun it’s humanitarian action on 1.11.2020, which functions in the following way – ECD takes 5 RSD from each transaction (buy or sell) from our own fee, and dedicates those funds for a donation to a chosen humanitarian organization. This means that fees for our users stay the same, as we donate from our own fees (revenue).

We will be switching the humanitarian organization to which we are donating after a certain period of time – a month or a couple of months. After each period, we will be donating all the money to a chosen charity, after which we will immediatelly start collecting donations for the next one.

We are also planning to involve ECD community and our users in the process of choosing the charities we donate to – through polls on social media, suggestions in the comments and in other ways.

We believe it is time for us to start giving back in more meaningfull ways to the community around us, especially in these incertain times.