# FAQ

This page contains the most frequently asked questions about DFX.swiss.

# Where can I get support if I have questions?

DFX offers support in different ways. You can find information about our products and services on our homepage or here in the FAQ. We generally recommend using the support of our moderators. Join our Telegram group (opens new window) for this purpose. Our moderators will help you with technical issues and questions regarding transaction status. Otherwise, you can also contact our Support (opens new window).

# What exactly does the DFX service include?

DFX is the bridge between the bank and the crypto space, enabling private and corporate customers to buy and sell cryptocurrencies. We are working to expand our offering to as many blockchains as possible. Information about our current offering can be found on our homepage (opens new window).

# Is DFX regulated? What does that mean for me?

Yes. The regulation can be viewed here (opens new window). As a company regulated in Switzerland, DFX is required to comply with applicable laws regarding anti-money laundering. This includes, among other things, that verification, a so-called KYC process, is required for transactions above a certain volume. We are also obliged to use all available information about the user to detect irregularities or anomalies in the user's behavior. This is the case, for example, if someone buys and sells at the same time.

# To what extent does DFX have access to my money?

DFX only has access to the customer's money during the buying or selling process. Once the money has been paid out to the wallet, only the customer has access, as it is a non-custodial wallet. DFX does not manage customer funds in any way.

# Which payment methods does DFX accept?

DFX accepts SEPA and SEPA Instant transfers. Whether a transfer is possible depends on whether the customer's bank participates in the SEPA payment area. As a VQF member, DFX is subject to the due diligence obligations of the Swiss Anti-Money Laundering Act (AMLA). Business relationships with persons in jurisdictions classified by the FATF as high-risk jurisdictions cannot be entered into. The current classification can be viewed at https://www.fatf-gafi.org/en/countries/black-and-grey-lists.html.

# Will I receive an overview of all transactions, including fees, that I made with DFX during the year?

Yes, you can get a transaction overview of DFX services (buying & selling via fiat and referral rewards). You can also use this for the tax authorities. If you have questions or uncertainties about this, you can simply contact our Support (opens new window).

# Is the service also available for corporate customers?

Yes.

# Why is my bank contacting me?

It can happen that your bank contacts you or has rejected a transfer to our service. This is intended to protect the customer, as fraud or other criminal activities are suspected. In this case, it is advisable to contact your bank so that your bank releases the payment.

# My bank requires proof of origin for my crypto sales. What do I need to do?

We are happy to help you and support you with our experts. In a pleasant phone conversation, we go through all relevant points and try to document the origin of the funds in an uncomplicated and simple way. We are happy to help you prepare the payout to your bank account perfectly so that you don't have any problems. Simply contact our Support (opens new window) for this.

# Which currencies are supported by our service?

We accept CHF and EUR. For transactions exceeding CHF 50,000, alternative currencies are also accepted after consultation. In this case, simply contact our Support (opens new window).

# User-relevant questions & KYC process

# What happens if I exceed my individual trading limit?

Once you exceed the above-mentioned limit, a verification process, a so-called KYC process, becomes necessary. After the first successful transaction, there is an option in the app to complete personal verification (KYC). If the KYC is not completed after exceeding the limit, DFX will automatically return the transaction after 7 days.

# What do the different KYC levels mean?

The KYC level of a user increases the more data DFX has received from this user. Below is an explanation of the different levels:

Level 10: Contact data recorded (email)
Level 20: Personal data recorded (account type, name, address, phone number)
Level 30: Successful identification with ID card or passport
Level 40: Financial background queried (income, assets, business activity)
Level 50: Risk analysis carried out (start of business relationship between DFX and the user)

# What happens to my data at DFX?

Information about our handling of customer data can be found in our Privacy Policy (opens new window).

# Purchase process: Fiat -> Crypto

DFX processes transactions from certain minimum amounts, which vary depending on the blockchain.

In addition to DFX fees, there may be a blockchain fee. This fee is charged to pay for the blockchain transaction. The fee changes continuously and is displayed to the user on the graphical interface when the purchase is completed.

We recommend that our customers first carry out a test transaction to get to know the service and how it works.

# How quickly will my transaction be processed?

In addition to the standard SEPA transaction, DFX also offers SEPA Instant, which can only be used with completed KYC. On average, we calculate a processing time of approximately 10 minutes after payment is received at our bank. However, the duration depends on various factors, not all of which can be influenced by DFX.

# What costs should I expect?

The fees at DFX can be found in our Terms and Conditions (opens new window).

# How can I transfer fiat money to DFX?

You make a transfer to invest in a crypto asset. You can use our page (opens new window) for this. On this page, you will be guided through the process by defining an order to us. You can optionally use a referral code from a friend and will also receive your own referral code with the first transaction to receive your passive income through referrals. At the end of the process, you must then make your desired amount via bank transfer to the IBAN specified there.

# How do I set up a split of the investment in different assets when I make deposits via standing order at my bank?

Once you have made an investment in a specific asset, you can create a savings plan for this asset by making repeated transfers (standing order) with the correct payment reference. As soon as you want to save new assets, you simply repeat the process for this asset and then set up a standing order at your bank again.

# Are the purchased assets transferred directly and automatically to my blockchain address?

Yes, as soon as they are purchased by us, they are transferred directly and automatically from us to your blockchain wallet address.

# Which exchange rate is used for the purchase?

We can only guarantee the exchange rate that is valid at the time of the transfer. This transfer always takes place as quickly as possible after your deposit and in any case within one business day after receiving the money. Therefore, it can be both advantageous for you (at lower rates) and disadvantageous (at higher rates). However, if you use a savings plan, the fluctuations are usually negligible due to regular execution. We pass on the received exchange rate 1 to 1, plus the applicable fees.

# Why does my bank charge fees for SEPA transactions to Switzerland?

SEPA is a payment network in which transactions can be processed free of charge. A few banks (for example, Bank Austria) do not adhere to this agreement and still charge fees for SEPA transactions to Switzerland. In our opinion, this is extremely customer-unfriendly, and we recommend that affected persons consider switching to another bank. Alternatively, there is also the option of first transferring the money to a normal bank and then transferring it to DFX. With banks such as Revolut, transactions usually work very reliably.

# Are real-time transactions supported?

Yes, with completed KYC, purchases can be made via SEPA Instant. Processing therefore only takes a few minutes.

Do you want to BUY crypto assets and have them in your wallet IMMEDIATELY? No problem. With the new SEPA Instant integration at DFX, you have everything in your wallet within a few minutes after sending the transfer. 24 hours a day, 7 days a week, 365 days a year.

How does it work? It's very simple. Use your existing purchase routes or create a new purchase route and send your transfer with the payment reference to the DFX SEPA Instant-capable bank account.

Where can I find the bank details for Instant? Simply click on "My DFX" in the app and scroll all the way down. Please note that you can only use this service if your bank offers SEPA instant transfers.

The procedure is very simple and user-friendly:

Instead of the existing IBAN: CH68...
simply use the new IBAN: '''LU11 6060 0020 0000 5040'''.
BIC: OLKILUL1
Same payment reference from your purchase route (hashcode).

Can my bank account transfer in real time?

Are you unsure whether your bank offers SEPA instant transfers?

You can check it via the following link: IBAN validation (opens new window)

For information: Financial institutions in Switzerland hardly offer SEPA Instant.

# Referral Program

# Is there an affiliate program and how does it work?

Yes, we have one and you can build up additional passive income via your affiliate/referral link.

Our referral program pays customers 0.25% on the purchase/investment volume that was purchased by a new customer via the customer's referral link.

Attention: Please note that you cannot enter your own ref code yourself, as it is a referral program. We point out that participation in the referral program is only permitted for DFX customers. We also point out that the referral program can be discontinued or changed at any time and without notice.

With your first transaction through us or when you complete your first savings plan, you will be assigned a referral link. If you forward this link and it is used in a transaction execution through an investment in one of our offered crypto assets, you will receive 0.25% of the transaction volume paid out daily.

# How do I use a referral link?

In the payment process on our page (opens new window), there is an input field for the referral link/code, as long as no code has been entered.

# Is there a limit to the number of referrals for which I can receive a bonus?

No. We want you to convince as many friends and acquaintances as possible of our service. Both sides therefore benefit from the referral program.

# Are there banks that block transfers to DFX?

Some banks occasionally block SEPA transfers to crypto service providers. If a transfer is rejected, we recommend contacting your own bank directly to release the payment. Alternatively, another bank or payment service provider can be used for the transfer.

# DFX Metamask Exchange

# Where can I find information about MetaMask?

The complete MetaMask compendium can be found here (opens new window).

You can find some sub-topics in the following posts:

# MetaMask & Arbitrum

Arbitrum is a second-layer solution for the ETH blockchain. It reduces the high transaction fees & minimum transaction amounts.

More details can be found here (opens new window).

# Bitcoin

# How can I export my Bitcoin wallet from the DFX Bitcoin wallet to import it into another wallet?

To do this, click on the menu icon [...] at the top right in the DFX Bitcoin wallet. Then click on "Wallet" and then on "Export/Backup". You will then see your "seed", which consists of a total of 12 words. You can import these 12 words into any other compatible Bitcoin wallet.

Attention: These 12 words should under no circumstances be shared with third parties – regardless of who asks for them. Neither DFX nor other reputable service providers will ever ask for your seed phrase. Remember: Anyone who has access to your seed phrase also has control over your wallet.

# Which wallets are compatible with the DFX Bitcoin wallet?

Most wallets are likely to be compatible. We have particularly tested compatibility with BlueWallet, so we can say that BlueWallet has the highest compatibility.

# How can I import the seed of my DFX Bitcoin wallet into BlueWallet?

In BlueWallet, click on "Add wallet". Then click on "Import wallet", enter the 12 words (seed) and click on "Import". Now you have successfully transferred your wallet to BlueWallet.

# Where can I find information about DFX's Bitcoin-specific service?

Below you will find links to articles and videos that have been provided on this topic, for example, in our Telegram group or on YouTube.

Message in the Bitcoin (BTC) only app "Backup not verified"

Attention: The videos were created before the introduction of the new DFX fee structure and therefore still show the DFX fees before December 1, 2022.

Use existing DFX KYC with the BTC only app (opens new window)

SEPA Instant or standard SEPA can then be used. Further information can be found here (opens new window).

Important information about the BTC rate when buying (opens new window)

If you have questions or uncertainties about this, you can simply contact our Support (opens new window).

# How do I integrate the hardware wallet?

BitBoxSwiss
Ledger
Trezor

Click here to learn how to buy or sell crypto assets with the new toolbox (opens new window)
Invest either once or via standing order (DCA) directly into your hardware wallet!

More on YouTube in this tutorial video: Crypto recovery (opens new window)

Here you can find more information about DFX in text format: DFX Newsletter (opens new window)

# Embeddable Toolbox

DFX provides an embeddable toolbox that allows DFX functionalities to be integrated on external websites. The technical documentation and HTML code are available at https://dfx.swiss/dfx-toolbox.html.

You can also log in to DFX by manually entering a blockchain address and matching signature. To do this, go to https://services.dfx.swiss/login and click on "Command Line". First, you will be asked for your blockchain address. After entering a valid blockchain address, you will receive a message to sign. Sign this message with your wallet and enter the signature in the field below. Click on "Login" to verify the signature and you will be logged in.

# What is the status of my transaction? I have not received my crypto assets.

If you have made a transaction and have questions about this transaction because you have not yet received the crypto assets, you have the following options:

If it was a bank transaction, we strongly recommend waiting 2 business days. Bank transactions are usually processed within a few hours, but in extreme cases can also take 3 business days. We therefore recommend waiting 2 business days before starting an investigation.
You can ask in the DFX Telegram chat (opens new window). The moderators there respond very quickly to inquiries and can usually help quickly. Please note that a (real) DFX employee will never write to you via private message! If a supposed DFX employee writes to you via private message, it is a scammer and not a real DFX employee. DFX employees will only write to you in the public Telegram group or only in a private chat that was started and opened by you, never in a private chat that was not started by you yourself!
You can also contact Support (opens new window) via the website.

# Which data must be included in a support request?

For bank transactions, support needs the following information:

Your payment reference: The most important thing is your personal payment reference, which is also called payment notification or reference. This is the most important point when contacting support. This is used to assign each transaction to a corresponding customer account and the desired purchase asset. Your request cannot be processed without this payment reference. The payment reference has the following format: xxxx-xxxx-xxxx and can be found in the corresponding purchase screen directly below the IBAN and BIC.

Your IBAN
Your correct name, which is also the name of your bank account

# Transaction overview for Cake Wallet users

Cake Wallet users who have purchased crypto assets via DFX can view all transactions made.
The following steps are necessary for this:

Open Cake Wallet
Select the corresponding wallet
Click on "Buy"
Select DFX.swiss
Click on "Menu" in the top right corner
Select "Transactions"

All completed transactions and their status are then displayed. In the transaction overview, it is also possible to manually assign unassigned transactions later. If a specific transaction cannot be found, the "My transaction is missing" button should be used.

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