Customer Service

FAQ

Start by having a look at the FAQ, you’ll probably find the answer there!

Why is my order in manual review?

There are different reasons why an order can be flagged by the system. The main purpose is to prevent our customers from becoming victims of fraudulent activity. If you have any additional question about this, you are more than welcome to contact our customer service on chat, email or phone.

What are your fees?

Read more about our fees structure here

How long does it take to process a buy order?

  1. One banking day with Swish
  2. Two banking days with SEPA and BankGiro
  3. Three banking days for international bank transfers

How long does it take to receive the bitcoin in my wallet?

Usually it only takes 10-20 minutes but depending on how many other transactions on the bitcoin network are trying to get through it could take hours until it gets confirmed in a block. Most modern bitcoin wallets allows you to see that the transaction in en route.

How long does it take to process a sell order?

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.

Does Safello disclose information to authorities?

Safello is incorporated in Sweden and registered by the Swedish Financial Supervision Authority. We follow the national legal obligations to disclose the information in cases where the request is legitimate.

Why does Safello request a Card/ID selfie?

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”).

I forgot my password to my account, how do I reset it?

If you have forgotten your password, you can easily reset your password here

Does Safello still offer a bitcoin ATM?

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.

Why has my ID verification been rejected?

There are different reasons why your ID verification can been rejected. Our staff always contacts you via e-mail with an explanation why your ID verification was rejected and as well the requirements to be approved.

Why has my address verification been rejected?

There are different reasons why your address verification can 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.

What if I make a mistake and want to cancel my order?

Safello has created several steps in the buying process to 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.

Do I need to provide documentation of the origin of the funds or bitcoin I sell when I place orders at Safello?

Safello may request for documentation proving the origin of the funds you use for buy orders and the bitcoin you sell for sell orders. If you are not able to provide documentation on our request, we will not be able to proceed with your orders and a refund will be issued.

Still have questions?

Chat with us directly!
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