Buy/sell and Convert crypto FAQ

Why did I receive less than I expected when I converted crypto?

The amount you receive after a conversion is based on the quote available at that time. The result can reflect the quoted conversion price, any applicable spread, and an FX conversion where relevant. Before you confirm, review the final amount shown in the preview. After the conversion is completed, use the order details to compare the confirmed amount with the amount you received.

Why is my portfolio value lower than the amount I converted? Was I charged a fee?

Not necessarily. The completed conversion amount and the current portfolio value are different things. The order details show the amount completed at the confirmed quote and any separately disclosed fee. Your portfolio then shows the current estimated value of the assets using the latest market price. Check the order details first to confirm the completed amount, then compare it with the current portfolio value.

Why is my portfolio value lower than the amount I spent to buy crypto?

The value shown in your portfolio is the current estimated market value of the crypto you hold, not your original purchase amount. It can change after the order is completed because of market-price movement, the quoted price or applicable spread, FX conversion, or a payment fee shown in the order preview. To check the completed order, open its details and review the amount paid, crypto received, quoted price, and any fee.

Does “no transaction fee” mean that I'll receive the same value as the spot-market price?

No. “No transaction fee” means that no separate transaction fee is charged for that product flow. The quote may still reflect an applicable spread, FX conversion, or market conditions. Always rely on the amount shown in the final preview, rather than assuming that it'll match a spot-market price.

What is the difference between Buy/Sell, Convert, and spot trading?

Buy/Sell and Convert are quote-based product flows. They show the amount you'll receive for the selected amount before you confirm. Buy and Sell may use supported payment methods or cash balances, while Convert is generally used to exchange eligible crypto assets. The quote can reflect an applicable spread, FX conversion, or payment charge. Spot trading uses an order book and gives you more control over order type and price, but the execution price depends on the order you place and market liquidity. The available products, assets, cash currencies, and fees vary by account market.

Can I cancel a Buy or Convert order and get the same price when I try again?

No. If you cancel an order, let the quote expire, or start a new order, the next quote may be different. Market prices, spreads, FX rates, and any applicable payment charges can change between attempts. Review the new preview before confirming the new order.

Was an amount deducted as a hidden fee?

Check the order preview and order details before assuming that a charge was hidden. Any separately disclosed payment processing fee or other fee should appear there. A lower current portfolio value can also reflect market-price movement or the difference between a quoted price and a market reference price. If the completed order details don't match the quote you confirmed, contact support with the order ID, order time, asset, amount, and payment method.

How can I tell whether I am looking at a completed order amount or a current portfolio value?

Open the order details to see the completed transaction result: the amount paid or sold, the amount received, the confirmed quote, and any listed fee. Open Portfolio or Assets to see the current estimated value of your holdings. The portfolio value can change at any time after the order is completed.

What should I do if the amount I received does not match the quote I confirmed?

First, check that the order status is Completed and compare the confirmed quote, amount received, and any listed fee in the order details. If the completed order details still do not match the quote you confirmed, contact support with the order ID, order time, asset, amount, and payment method.