FAQ

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.

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.

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.

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.

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.

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.

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 .

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

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).

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.

• After logging in, in the upper right corner in the drop down menu, under your name, select the option Transactions
• In the list of all the transactions, select the active transaction that you wish to cancel. The transaction will have an (x) next to it.
• Click the x
• Confirm the cancellation

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

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

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.

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.

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.

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

You can find an example of the payment slip after logging into the website and selecting the option “Transactions”. In the list of transactions, you will find the active transaction and by clicking on ‘look at the payment slip’, you will receive instructions for the payment details.

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:
200-3418760101033-65
so you should send funds to that account.

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.

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

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.

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.

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, ETH, USDT, USDC) 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

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

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 5:00 pm on the business day. If recorded after this time or on weekends, the sending will be made on the first following business day.

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.

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 5:00 pm on the business day. If recorded after this time or on weekends, the shipment will be made on the first following business day.

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 09:00-17:00).

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.

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.

In case you have provided us with an incorrect address, you must send us an e-mail at [email protected] 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.

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

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

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 the statement of registration
3. All this can be sent by e-mail to [email protected]. 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: +381 69 2200 230.

The limit is 300.000 RSD per transaction.

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).

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.

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

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.

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.

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).

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

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

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.

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.

Yes, legal entities can sell 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 the statement of registration
3. All this can be sent by e-mail to [email protected]. 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: +381 69 2200 230.

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.

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.

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.

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.

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.

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%.

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.

A referral link is a unique URL that is associated with your account.

When you share your referral link with your friends and they register on our site through that link, you receive 0,2% of the total amount of all generated turnover they make through our site as registered and logged in users.

Also, we reward each new user who comes through the referral link with 500 rsd on their wallet, as well as the user who was the refer-er. If you do not have a wallet activated at this time, the system waits for you to generate a wallet and then transfers the 500 rsd. If you have any questions please dont hesitate to contact customer support.

When logging in to your profile, on our web site, in the upper right corner is your name. After clicking on your name, in the drop-down menu, there is a “referral link” option where you can find both a referral link and an unpaid referral bonus amount.

Please bear in mind that all referal bonuses are credited on your ECD wallet. If you need help activating your wallet, please contact customer support.

Your referral bonus increases for each completed transaction by all the users registered directly using your referral link.

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.