Start by having a look at the FAQ, you’ll probably find the answer there!
There are different reasons of why an order can be flagged by the system. The main purpose of this is to try and prevent our customers to be victims of any fraudulent activity as we value your security. If you have any additional question about this, you are more than welcome to contact our customer service on chat, email or phone.
Read more about our fees structure here
Usually it only takes 10-20 minutes but depending on how many other transactions on the bitcoin network are trying to get htough it could take hours untill it gets confirmed in a block. Most modern bitcoin wallets allows you to see that the transaction in enroute.
To process a sell order usually takes 1 business day on our end. How long it takes for your bank to receive the transaction would totally depend on them, it usually takes 3 business days to receive the transaction for most banks after the payment has been issued.
Safello is incorporated in Sweden and registered by the Swedish Financial Supervision Authority, we follow the national legal obligations, to disclose the information in case the request is legitimate.
We have recently experienced several attempts of fraud and are currently taking extraordinary measures normally reserved for customers placing larger orders. This is to ensure the safety of our customers and to prevent any illegal interaction with our services. Because of this we would need to ask you to provide us with a photo of yourself holding your ID-card, and also the front and back of your ID (so called “ID-selfie”).
If you have forgotten your password, you can easily reset your password here
There was for a while a BTC ATM at the Safello office which Safello staff used to help guide visitors how to use. Unfortunately, there is currently no BTC ATM in Stockholm that we know of.
There are different reasons of why your ID verification has been rejected. Our staff always contacts you via e-mail with an explanation on why your ID verification was rejected and as well the requirements to be approved.
There are different reasons of why your Address verification has been rejected. Our staff always contacts you via e-mail with an explanation on why your Address verification was rejected and as well the requirements to be approved.
Safello has created several steps in the buying process prevent accidents from happening. If an error has occurred you can simply cancel it. Please note that most of our orders are automatically processed and cannot be revoked once processed.
Safello may request for documentation proving the origin of the funds you use for buy orders and the bitcoins you sell for sell orders. If you are not able to provide documentation on our request, we are not going to be able to proceed with your orders and a refund will be issued.
Office hours: weekdays 09:00-16:00
Lunch hours: 12:00-13:00