Can anyone use the service?
Anyone, except from countries in the FATF list available here http://www.fatf-gafi.org/topics/high-riskandnon-cooperativejurisdictions/
What are the service fees?
We charge 5% of the transaction cost, with a minimum amount of 10$; however, some partners’ policies can cause fees to vary. The service fees are presented clearly on the payment page with each payment.
Please note that additional charges might be applied by your bank – see “Cash advance fees” below.
What is “Cash Advance Fee”?

In some cases, some issuing banks charge additional fees from customers who purchase bitcoin using a credit card, for example via Simplex’ service. This is because some banks see purchasing bitcoin as a “money order”, a service that incurs additional fees when made with a credit card. These fees are out of our control and we are unable, at this time, to cancel or refund them.

If you would like to know if a cash advance fee will apply to your purchase, you should contact your issuing bank directly beforehand; you can provide them with the code that describes our service: Merchant Category Code (MCC): 6051.

How long does it take to complete a transaction?

Usually, payments are processed within the hour; however, some cases require more attention and can take up to 24 hours to be approved.  You will receive an email once your payment has been reviewed.

If your transaction is still pending, it might be because you have yet to submit to a verification request.
In such cases, an email is sent asking for proof of identity or card ownership – which can land in your spam folder. In case of delays, please check your spam folder for a verification email.

How do I know what’s the status of my payment?

You will be notified via email once it’s approved or declined. This usually happens within the hour, but might take up to 24 hours in additional verification is required.

If your transaction is still pending, it might be because you have yet to submit to a verification request.
In such cases, an email is sent asking for proof of identity or card ownership – which can land in your spam folder. In case of delays, please check your spam folder for a verification email.

If you have any questions about your transaction, please email us a Support@Simplex.com.

Why do I sometimes still see a charge in my account even after my order was declined?
What you see is your funds in a “pre-authorized” state; we did not charge you, however, sometimes it takes awhile to see that reflected in your account.
When you first made the order, your bank reserved the amount requested; that amount was then put in what is called a pre-authorization state.
If we don’t claim the funds, the transaction will remain in a pre-authorization state for a certain period that can sometimes last up to 7 days, depending on your bank – note that this is a rare case, and in almost all cases the funds are released from their “pre-authorized” state back to your account as soon as we decline the order.
If you are having trouble with your pre-authorization, please contact us at Support@Simplex.com
Which credit cards are accepted?

Simplex accepts most major credit cards, including VISA and MasterCard. We also accept some virtual, prepaid and debit cards.

Note, however, that some issuer banks have their own terms on where and when those cards can be used, and may decline the charge on their side.

Are there any limits on purchase / deposit requests?
Yes, there are periodical limits. Daily limit is $5,000 and monthly limit is $20,000. The limits might change depending on transactions history or partners’ policies.
With which companies do you currently partner with?
The full and updated list is on our partners page
Are my personal details shared with additional parties?

No. Other than the payment request that goes to our payment processor, we do not share you details with any other party.

Is the Bitcoin purchase price locked when my payment is submitted?
Prices depend on partners’ policies – please check with your respective partner.
My payment was declined, why did this happen and what can I do?
We do not disclose information about payments, even if they were declined. If you think your payment has been declined by mistake, please contact us at support@simplex.com.
Why won’t Simplex explain why was my payment attempt was declined?
It’s nothing personal. In order not to expose any of the mechanisms to malicious usage, as industry standard, no additional information is supplied upon rejection.
Can I cancel/edit my purchase/deposit request after its submitted?
We cannot guarantee that the request can be canceled/edited after it has been submitted.
If you need to cancel/edit your purchase request please contact us at support@simplex.com, and we will do our best to help.
How can I delete my account with Simplex?
Please email us at support@simplex.com an we’ll delete your account. Note that for regulatory reasons we cannot delete your transaction history.
What if I have any other questions? How can I contact Support?
Feel free to contact us at any time at support@simplex.com.