Service unavailable due to residency
The crypto service is restricted for residents of countries under EU, UN, or OFAC sanctions. Access is possible only if you provide proof of legal residence in an EEA country or Switzerland.
Crypto not available in your country
The crypto service is disabled for residents of specific countries (Afghanistan, China, India, Russia, etc.). If your country is on the restricted list, you will not see the crypto option in your app.
“Crypto Service” button is inactive
Make sure you have accepted the service terms in the app. If the request remains pending for more than 1 business day, contact support.
Crypto wallet not visible
Check the Wallets section and enable the currencies you need. If the address view in Settings is unavailable, use the Receive button to display it.
Age restriction
The crypto service is available only to users over 18 years old.
Funds not showing up after incoming transfer
Confirm that the transaction has reached the required number of confirmations (usually 6). Make sure the sender used the correct blockchain network.
Wrong network used
If funds were sent to an unsupported network, they cannot be recovered. Always confirm the network type before sharing your wallet address.
Incoming transfer needs confirmation
Go to Transaction history and press Accept. A green screen will confirm the payment is processed.
External crypto transfer delayed
Check your internet connection, verify the destination address, and confirm the required number of confirmations with the receiving service.
Internal transfer failed
Ensure the recipient is a Blackcat customer and that you entered their phone number correctly. Emails are not supported.
Wrong address entered in external transfer
Crypto transactions cannot be canceled. If sent to the wrong or invalid address, funds are lost.
“Buy” or “Sell” button inactive
Enter the amount in the exchange field. Make sure it is above the minimum threshold. Invalid entries are highlighted in red.
Exchange rate looks incorrect
The chart shows an indicative market rate. The actual rate is fixed only when you confirm the operation.
Transfer exceeded limits
Crypto transactions are subject to strict daily and monthly limits. These limits cannot be increased.
Incoming transfer rejected
There is no minimum limit for incoming transfers. However, if the network fee exceeds the amount sent, the transfer may fail.
Push notifications not received
Check your phone’s internet connection and app notification permissions. If missing, use the Resend button on the confirmation page.
App errors during crypto operations
Reinstall the app to the latest version and retry. If errors persist, contact support with details: date, time, currency, and amount.
Operation delayed at partner side
Our partner Manerio UAB may require extra time to process a transaction. Support will notify you once resolved.