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FAQ & Support

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About Onramper

Most frequent questions and answers about Onramper itself

Onramper is a ‘fiat onramp aggregator’ that aggregates multiple major fiat-to-crypto onramps in a single easy-to-implement fiat onramp. It means that businesses can integrate Onramper on their website and very easily allow their users to buy crypto using fiat. 

By aggregating multiple fiat onramps, Onramper ensures users will always get the best available price for any transaction. Aggregating the multiple onramps provides the best possible coverage of available fiat currencies, cryptocurrencies, supported geographies, and payment methods. 

The user chooses what crypto he/she wants to buy, what fiat currency is used and what payment method he/she wants to buy it. Onramper then provides the user with a choice between the best available offers from the major fiat onramps. After the user chooses an onramp, he/she can fill in the personal information required by the chosen fiat onramp. Onramper sends all data inputted by the user to the onramp to complete the transaction.

Note that Onramper does not itself convert any currencies.

Onramper supports all currencies and payment methods that are supported by all the fiat gateways that are aggregated within Onramper. 

Currently, Onramper supports over 200 cryptocurrencies, including BTC, LBTC, AAVE, BAT, BUSD, COMP, CRV, DAI, ETH, GUSD, LETH, LUSDC, LINK, MKR, PAX, PDAI, SNX, UMA, UNI, USDC, RAI, USDS, USDT, WBTC, YFI, ZUSD, SUSDC, XLM, AVAX, AVAXC, AVAXCUSDC, MUSDC, MATIC, ALGO, AUSDT, AUSDC, FUSD, LTC, ADA, XRP, BNB, DOT, DOGE, VET, BCH, DASH, ATOM, ETC, EOS, ICX, KNC, LSK, XMR, NANO, OMG, QTUM, XTZ, WAVES, ZEC, SOL, ANKR, AXS, CHZ, MANA, ENJ, FLOW, KSM, LRC, OXT, REN, STORJ, SUSHI, SAND, BNT, OCEAN, OGN, SRM, AAC, ABT, ACT, AE, APIX, APM, ARK, BSV, CELO, CUSD, FUSE, NEM, NEO, OKB, TRX, XSGD, ZIL, TON, BAT (ERC-20), USDT (ERC-20), BNB (BEP20), BUSD (BEP20), 1INCH (BEP20), and ZRX.

You can find the most up-to-date list of Onramper’s supported cryptocurrencies here

Onramper supports all fiat currencies that are supported by the fiat gateways integrated within Onramper. Currently, that includes:

USD, EUR, GBP, AUD, CAD, NZD, ARS, BRL, CHF, CLP, COP, CZK, DKK, ILS, INR, ISK, JPY, KRW, MYR, MXN, NOK, PHP, PLN, SEK, SGD, THB, TRY, VND, ZAR, HKD, IDR, RUB, UAH, NGN, KES, GHS, TZS, UGX, BGN, CNY, DOP, EGP, HRK, JOD, KWD, LKR, MAD, OMR, PEN, PKR, RON, TWD, PLNN, HUF, and KZT.

You can find the most up-to-date list of Onramper’s supported fiat currencies here.

Onramper supports all payment methods that are supported by the fiat gateways aggregated in Onramper.

Currently, Onramper supports:

  • Credit/debit cards (VISA, Mastercard, Discover for the US)
  • Wire transfers (SEPA, Interac E-transfer, Faster Payments & more)
  • Apple Pay
  • Google Pay

We’ll be adding more gateways to support local payment methods soon. You can find the most up-to-date list of Onramper’s supported payment methods here

Different fiat-crypto gateways allow (and disallow) users from different countries. While we aim to ensure users can buy cryptocurrency globally, we only work with fiat gateways that have implemented due diligence procedures, anti-fraud measures and KYC/AML policies. As such, users from a limited amount of ‘high-risk’ countries, such as Iran or North Korea, might not be able to use Onramper.

Click here to see all supported fiat gateways integrated by onramper. 

For our business partners

Step 1: Generating a test API key
Generate a test API key on the homepage of our website. You can use the test key to test out our widget and get familiar with the customization options. You will receive an email with all relevant information and how to continue further. 

Step 2: Getting your production API key
In the email, you will get access to our onboarding form that we use for our due diligence. Once you have completed the DD form, our compliance team will go through the provided info. If it’s OK, then they will create a production API key and send the contract over. You will receive this information in your email. 

Yes, you can add a commission on top of every transaction. To do so, please fill in our onboarding form, indicating you want to set a fee. When doing so, you’ll be provided with the ability to upload documentation on your company for due diligence purposes. Once completed, we can contract and you’ll earn on every transaction. You’ll also get access to a dashboard through which you can see all transactions done by your users.

Can I set a fee percentage per project?
Yes, in such situations, we can set up multiple API keys, each with a different fee added. Note that fees are set in increments of a whole percentage, up to 3.

How does a client receive its fees? 
When you fill in our onboarding form there is an option to note down the address or bank account where you would like to receive your fees. 

To receive webhooks, you must provide Onramper with a URL where the webhook will be sent together with the production and/or test key. A shared secret will be shared privately with you to verify the webhook payload’s signature. To receive the secret, contact us at webhooks@onramper.com.

Please be aware, that the shared secret will only be sent if you have completed our onboarding form.

You can make the widget your own by making it a different colour, changing the font, and allowing dark mode. For the full list of customization options, visit our knowledge base here

Yes, we provide a dashboard at dashboard.onramper.com. Once a production key is created, a login is provided where the client can see all transactions done across all the gateways.

We do all the work, provided that the token is tradeable on a (to be) supported DEX. To add your token to our platform we kindly ask you to send an email to token@onramper.com. 

After you have signed up for our partnership program a representative will reach out to you. We have a very strict KYB process in place to ensure compliance with our onramp partners. For this reason, we do not accept everyone. Once you are approved and the agreement is signed there are two options that you can use to refer leads to Onramper;

    • The partner referral form 
    • A shared sheet/form if you expect large numbers of leads. In this option we expect KYB to be handled partially by you

You can find more information in our knowledge base here. 

Chargebacks

As our customer, you never have to deal with any attempted fraud by end-users. All chargebacks and other fraud attempts will be dealt with by the fiat gateways aggregated in Onramper.

KYC/AML

KYC/AML procedures are implemented by the fiat gateways that are aggregated within our fiat onramp. As such, in order to buy cryptocurrencies, users will have to prove their identity to the fiat gateway used for a transaction. The fiat gateway is responsible for implementing appropriate procedures and compliance requirements to allow users to buy cryptocurrencies. Through Onramper, users can easily fill in / upload all info and documents required by the fiat fiat on-ramp. We never store this data ourselves.

Customer Service

We ensure your customer service won’t be bothered with questions for fiat gateways. In case users need help, they can easily get answers to their questions. If Onramper’s FAQ doesn’t suffice, we ensure users they can easily reach the support department of the fiat gateway used for a transaction. Some fiat gateways also provide a dashboard so the user can track their own transaction. Upon completing a transaction, an email is sent to the user with more info on how to reach support as well.

For our customers

Note that Onramper cannot help you with questions regarding transactions and ID verification, as this process is executed (or outsourced) by the fiat onramps. If required, get assistance from the onramp you used for your transaction.

Support tickets can be opened with the fiat onramp (i.e. the seller) you used for your transaction. 

Onramper itself cannot help with support queries, as it is not involved with the transactions themselves, which means we cannot alter or cancel transactions and we do not have the information required to provide any updates on the status of transactions. Questions surrounding verification identification are handled by the onramp that takes care of the specific transaction.

This depends on several factors, including the fiat gateway and the payment method used, as well as your location.

Generally, card payments are processed almost immediately. However, it’s common for some transactions to take a few hours. Bank transfers can take anywhere between 1 and 3 (business) days. The crypto is released once all fraud and KYC checks have been completed. For first-time transactions, this can take between a few minutes and a few hours, depending on additional verification that may be required. Most subsequent transactions will be processed within about 15 minutes. 

In cases of heavy network congestion (which can happen with Ethereum), the on-chain transaction might take longer to execute. Bitcoin generally takes up to an hour to arrive.

If it takes a lot longer to receive your cryptocurrency than described here, please open a support inquiry with BTCDirectCoinify,  IndacoinMercuryo, Moonpay Wyre or Xanpool. 

You might have failed the identity check:
Many sellers, such as Moonpay, require you to provide information on who you are, sometimes including an upload of your ID/passport. In case you do not pass this identity verification, your order will fail.

Additionally, your payment itself can fail for various reasons. 

If you’ve paid with a credit card, the most common reasons for failed orders are:

  • you used someone else’s credit card or inputted the wrong billing address
  • your issuing bank declined the credit card authorization
  • your bank does not support crypto-acquisitions
  • incorrect billing info

If you’ve paid with a bank transfer, the most common reasons for failed orders are:

  • you’ve sent the transfer from someone else’s bank account
  • you haven’t included the reference number provided to you 
  • you have sent an incorrect amount

If payment itself fails, you can try to buy from another seller integrated with Onramper.

This depends on the fiat gateway used for the transaction. Onramper cannot help you in determining the status of your transaction as we are only the middleman that connects you to the fiat gateway. We do not have any insight into the status of your transaction.

In any case, you will receive an email from the fiat gateway you used, which contains information on your transaction. This email generally includes a link to check the status of your transaction.

Still feel like something is wrong? Please open a support inquiry with BTCDirectCoinify,  Indacoin, MercuryoMoonpay Wyre, or Xanpool.

Once a transaction is initialized, refunds or cancellations are generally not available – although this is up to each individual fiat gateway. Onramper is in no way involved with the transaction between you and the gateway. As such, see the terms of the gateway you transacted with.

When you choose a credit card as your payment method, and you place an order with Wyre or Moonpay, that party will put a temporary pre-authorisation on your card that sets aside the correct amount of funds for your transaction.

Unlike an actual transaction, a pre-authorisation does not take funds out of your account, it simply puts a hold on those funds until your transaction has been sent for processing.

Pre-authorisations will show up on your statement as “PENDING” and are not an actual charge.

Why do we use pre-authorisations?
A pre-authorisation confirms your payment method is valid and operational, and that there are enough funds to cover the cost of the transaction, while other processes are finished (such as verifying that you are who you say you are).

What happens if the transaction gets rejected after a pre-authorisation has been placed on my card?
If for some reason your transaction fails or is cancelled, the pre-authorisation will be cancelled. 

Depending on your bank, the pending transaction will just disappear the same day, but in some instances this can take up to 10 business days. 

Rest assured, you will never be charged for failed transactions and funds will never leave your account.

Still feel like something is wrong? Please open a support inquiry with BTCDirect, Coinify, Indacoin Mercuryo, MoonpayWyre or Xanpool.

If you paid with a credit card, your money doesn’t leave your account until the crypto is sent. If something goes wrong, the temporary charge placed on your card/account is removed.

If you’ve been waiting longer than expected, you can check the status of your transaction with the link sent to you by email (if supported by your chosen gateway). The transaction tracker will tell you if there are any extra steps needed, or if your payment method has been declined for any reason, and the order has failed.

It’s common for some transactions to take a few hours in the case of credit cards. When using bank transfers, transactions can take 1-3 days.

Still feel like something is wrong? Please open a support inquiry with BTCDirect, Coinify, Indacoin Mercuryo, MoonpayWyre or Xanpool.

Depending on the gateway you chose, verification of your identity is required by law in order to execute the conversion of fiat currencies to cryptocurrencies. This process exists to minimize the risk of suspicious transactions involved with money laundering or the financing of terrorism. Such customer due diligence and transaction monitoring are required by law in virtually any jurisdiction. Identity verification is done by the gateway you choose to buy cryptocurrency from. 

Transactions with Wyre do not require uploading a copy of your passport or identity document. 

Onramper does not store any information that you fill in when transacting with a relevant gateway through our platform. The same applies to any documents or photos you might upload. Instead, everything is sent directly to the gateway that facilitates your transaction. As such, we cannot currently ensure that the same information and documentation can be re-used across various fiat gateways.

If we notice there is substantial demand for KYC re-use, we might build such functionality in the near-future.

Could not find what you were looking for? Check out our knowledge base, for additional information about our pricing, the integrated onramps, implementation, identification, and transactions. 
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