Platform Operativeness:

  • HOW DO I REGISTER AN ACCOUNT IN PANDA EXCHANGE?

    To register an account on the platform, go to https://panda.exchange/, click on "REGISTER" and then on "WANT TO HAVE AN ACCOUNT?" Read and follow the instructions.

    When you register your user account, you will receive an email with an account activation link, in which you must click on or copy and paste on your browser to continue the process.

    Then, you log in and the platform tells you that you must configure the Two Factor Authentication (2FA), for which you must have previously downloaded Authy or Google Authenticator on your smartphone. You also have the option to install Authy on your PC or Mac as a desktop application or a Google Chrome browser extension.

    Subsequently, the platform will assign you a QR code and / or an alphanumeric code (which you must copy and keep in a safe place) that will allow you to link either Authy or Google Authenticator to Panda Exchange.

    Once the 2FA has been set, the app (Authy or Google Authenticator) will generate a validation code (a 6-digit code) that you must copy and paste in the both period of time indicated by the app and the corresponding blank space in the platform. This will allow you to complete the Two Factor Authentication protocol and log in Panda Exchange.

  • HOW DO I LOG IN TO PANDA EXCHANGE?

    To log in with your user account in Panda Exchange you need three pieces of information:

    The email you use to get registered

    The password you assigned to your user account at the time you created it

    And the authentication code generated by Authy or Google Authenticator to complete the Two Factor Authentication protocol.

    If this is the first time you log in to Panda Exchange, you must complete the Two Factor Authentication protocol by following the instructions that have been indicated in the previous question.

  • HOW CAN I RESET MY PASSWORD?

    If you forgot your password or wish to change it, follow these instructions:

    Go to. https://panda.exchange/ and click on Log In

    When a pop-up window opens, click on Forgot your password?

    Then fill out the form by placing the email address you used to get registered in Panda Exchange, confirm that you are not a robot and then click on “Yes, I want to reset my password”. You will receive an email with a series of steps you must follow.

    Log in again with your new password

  • WHAT DO I DO IF I HAVE A DIFFERENT IP ADDRESS?

    If you have a dynamic IP address, it is common for the IP address to change even if you are using your usual device in the same place. When this happens, the platform sends you an email to validate the IP address from which you are trying to connect to the platform. This will give you two different scenarios: you can have temporary access to the platform, you can register this IP address as frequently used. Otherwise, your attempts to login in from that particular IP address will be rejected in the future.

  • WHEN LOGGING IN THE PLATFORM, IT RETURNS A 404 NOT FOUND ERROR.

    Please, follow this instructions:

    Verify that you have the correct URL in your browser. You can have access to the platform through https://panda.exchange/

    We suggest that you delete files and images stored in caching, for which you can run the command ctrl + shift + r

    Log in the platform again from the URL provided above

  • HOW CAN I CHANGE THE PHONE NUMBER I HAVE PREVIOUSLY REGISTERED IN THE PLATFORM?

    If you want to change the phone number you have registered in the platform, go to the My Profile menu on the left side of your user interface and select the Change phone number option.

  • HOW CAN I CHANGE THE LANGUAGE SETTINGS IN THE PLATFORM?

    Click on the circular flag that is in the upper right corner of your user interface and this will display the languages you can choose from: Spanish, English, French and Portuguese.

Two Factor Authentication (2FA):

  • WHAT IS THE TWO FACTOR AUTHENTICATION (2FA) PROTOCOL?

    The Two Factor Authentication protocol (2FA) is a second barrier that protects your user account and, in Panda Exchange, your digital assets.

  • I DON’T HAVE A SMARTPHONE. HOW DO I DOWNLOAD AUTHY OR GOOGLE AUTHENTICATOR?

    You may install Authy in your PC or Mac as a desktop app or a Google Chrome plug-in.

    Currently, there is not an official desktop app for Google Authenticator.

  • HOW DO I LINK AUTHY TO PANDA EXCHANGE?

    In order to link Authy to Panda Exchange and follow the Two Factor Authentication (2FA) protocol, you must follow these steps:

    Download Authy (https://authy.com/download/) on your smartphone, as a desktop app on your PC or Mac, or as a Google Chrome plug-in.

    When downloading the app, you must create an account. Authy asks you to indicate an email, assign a password to the account (this password has no relationship with your account within Panda Exchange), and gives you two choices for sending a confirmation code: a phone number mobile or an email address.

    Click on the red button that appears at the bottom of the screen that says Add Authenticator Account

    Now you will go to a screen where Authy asks you for a code. Scan the QR code from your cell phone or copy and paste the alphanumeric code (which was shown by the Panda Exchange platform when you first entered your account) into the Enter code space and then click Add Account. Remember to check the Backups & Sync option (in the lower right corner of the Authy window) and this will generate a backup password.

    Authy will ask you to customize your account settings, assign an icon and a name to identify it. For example, you can use an orange-colored icon color (or any color you prefer) and put it as Panda Exchange user name (since our custom logo is not yet available in Authy) and click Done.

    You are good to go! You have already followed most of the 2FA protocol and are ready to explore Panda Exchange. When you click on the account that you have just created in Authy, it will generate a 6-digit code, which is the validation code that Panda Exchange asks you to complete the Two-Factor Authentication protocol and use your account successfully.

  • HOW DO I LINK GOOGLE AUTHENTICATOR TO PANDA EXCHANGE?

    In order to link Google Authenticator to Panda Exchange and follow the Two Factor Authentication (2FA) protocol, you must follow these steps:

    Download Google Authenticator on your smartphone from the Google Play Store on Android or from the App Store on IOS.

    When you open the app, touch the + symbol and select the "Scan to barcode" option to scan the QR code that Panda Exchange will show you when you first log in to the platform. (You can also select the option "Enter a provide key" and manually enter the alphanumeric code that Panda Exchange will show in the same window where you are presented with the QR code to complete the configuration)

    Now use your device's camera to scan the QR code provided by Panda Exchange when you first logged in to the platform.

    After scanning the QR code or entering the alphanumeric code provided by Panda Exchange manually, the Google Authenticator application will ask you to fill in the details of your account to complete the 2FA protocol. You must enter an account name (e.g. Panda Exchange) and, when finished, select the option "ADD"

    With this you have completed the 2FA protocol by using Google Authenticator. You can enter the 6-digit code provided by the app to complete this protocol within Panda Exchange and have access to our trading platform.

  • WHAT IS THE VALIDATION CODE I AM REQUESTED TO PRESENT WHEN LOGGING INTO PANDA EXCHANGE?

    It is a six-digit code generated by Authy or Google Authenticator when authenticating your account in Panda Exchange.

    If you have any questions about using Authy or Google Authenticator when completing the Two Factor Authentication protocol, please take a look at Questions 2.3 and 2.4. They will give you the steps you need to follow when completing this task.

  • I WANT TO DEACTIVATE THE 2FA

    The Two Factor Authentication protocol gives you a second safety barrier to protect your data and, when using Panda Exchange, your digital assets. It is a mandatory feature for having access to our trading platform; therefore, you cannot deactivate it.

  • THE PLATFORM DOES NOT ACCEPT THE VALIDATION CODE

    The Two Factor Authentication protocol (2FA) is an important feature when protecting your accounts. In Panda Exchange, it is an inalterable part of the process for logging in. One of the questions that Panda Exchange users ask us is what to do when they repeatedly try to enter the six-digit code provided by Authy or Google Authenticator and the platform displays a message that "The verification code is not valid".

    Assuming that you have successfully linked your Panda Exchange account to your 2FA app (either Authy or Google Authenticator) by using the QR code or the alphanumeric code that we assigned you when your first logged in to the platform, the cause of this "invalid code" message is, in most cases, quite simple: a problem of time synchronization.

    The clocks of both the device on which you try to start your Panda Exchange session (eg a computer) and the device on which you have installed Authy or Google Authenticator (e.g. your phone) must display exactly the same hour and date.

    How do I solve this?

    To match the time and date of both devices, you must allow them to automatically synchronize to the time zone according to your location (the operating system of the computer tends to do this automatically, so it is likely that the problem can be found on the time settings for the other device, which can be either your phone or your tablet).

    On a device with IOS: go to Settings> General> Date and time in order to automatically adjust this information. If you help with setting the date and time on an iPhone, iPad and/or iPod touch, visit https://support.apple.com/en-gb/HT203483

    On an Android device: go to Settings> System> Date and time in order to automatically adjust this information.

    On a computer with Windows 10: go to the taskbar, place the date and time on its far right, and right-click on it.

    In the displayed menu, select the option "Adjust date and time" by left-clicking on it

    Left-click the boxes corresponding to "Set time automatically" and "Set time zone automatically".

    If you are using Google Authenticator from an Android device, try the following steps after activating the Automatic Date and Time and the Automatic Time Zone:

    Go to the main menu in the Google Authenticator app

    Click on "More settings"

    Click on "Time correction for codes"

    Click on "Synchronize now"

    Enter your OTP code (confirmation code) in the Two Factor Authentication (2FA) field

    If you are using a 2FA app for the first time, we recommend that you install Authy instead of Google Authenticator. However, if you already use Google Authenticator for your other accounts, you can also use it for Panda Exchange.

    We hope this little guide is useful for you. If you have more questions or need guidance in the process, our Support team is available through our Help Desk Chat at https://panda.exchange/. You can also send us an email with your questions to support@panda.exchange

    Then try to log into the platform again. Log in with your email and password, and copy and paste the 6-digit code generated by Authy or Google Authenticator. This 2FA verification process must be done quickly since the validation code expires after 30 seconds. In case the 6-digit code has expired, wait for Authy or Google Authenticator to generate a new one, copy and paste it and so on until the platform accepts the validation code.

  • I NO LONGER USE THE SAME DEVICE WHERE I INSTALLED THE 2FA APP OR IT IS NO LONGER AVAILABLE TO BE USED? WHAT CAN I DO TO COMPLETE THE 2FA PROTOCOL?

    Download Authy or Google Authenticator again and set the Two Factor Authentication protocol by using that alphanumeric code to link the app to Panda Exchange.

    In case you have not saved the alphanumeric code assigned by the platform for the configuration of the 2FA, you can contact us through our Help Desk Chat in Panda Exchange or send us an email to support@panda.exchange making a formal request to generate your 2FA code. You must explain the reasons for this request; and answer a series of security questions.

    Once we receive your request, it will be analyzed by the Support Team, and a notification will be sent to your email. We review the requests as soon as possible; however, this process is done manually during office hours, so the response may take several days.

    Check your Inbox regularly, as well as the Unwanted Mail or Spam folder(s).

Verification Levels

  • WHY DO I NEED TO VERIFY MY IDENTITY IF I HAVE ALREADY LOGGED INTO THE PLATFORM?

    You are already a member of our platform and we love having you here. However, before you can start trading with your digital assets, we are legally expected to verify your identity (and that of all our users). This, among other things, is what makes Panda Exchange a safe and reliable place for you to conduct your digital asset exchanges, since we can guarantee all users have successfully completed an exhaustive process of user identity verification.

  • HOW DO I COMPLETE THIS VERIFICATION PROCESS ONCE I HAVE LOGGED INTO THE PLATFORM?

    In order to complete each user identity verification level, go to the Verify user menu in the left-hand side of the user interface, and follow the provided steps.

  • RECOMMENDATIONS FOR COMPLETING THE USER IDENTITY VERIFICATION LEVELS

    Confirm that you have selected the market corresponding to your place of residence in the circular menu located in the upper right corner of your user interface in Panda Exchange, since you can only verify yourself as a user for the market in the country in which you have the document of identity required for the process.

    Gather the data and documents that they ask you in the Start section before moving on to the next step.

    For those verification levels where photos or scanned documents are requested, take clear photos in good resolution, and make sure that they do not exceed the size accepted by the platform (1 MB).

    Check carefully the data and files you have attached before submitting them.

    After submitting information for completing each user identity verification level, check your email inbox regularly (including spam or spam folders). We will send you an email for each level of verification you choose to inform you if the verification was approved or not.

    For those verification levels that require you to enter addresses or phone numbers, be sure to enter data that you can back up later with the necessary documents (e.g. a receipt that displays both your name and your previously submitted address, or a phone number we can use to call you or send you a text message). Whenever you submit your personal information, it is likely that we will ask you later for a document to support this information.

    We recommend that you achieve every available verification level, even if you do not intend drastically change your fund flow. In case you choose to do this later on, you will not have to wait for the verification process to be able to do so.

    If you have any questions during the user verification process, do not hesitate to consult our team through our Help Desk chat in our website or send us an email to support@panda.exchange. We are always happy to help you!

  • I WANT TO REQUEST A NEW LEVEL OF USER IDENTITY VERIFICATION, BUT I CANNOT SEE THE MANDATORY DOCUMENTS TO BE SUBMITTED. WHAT SHOULD I DO?

    We suggest you to follow these steps:

    Use Google Chrome as a browser

    Delete any files and images stored in cache, for which you can run the command control + shift + R keys

    Refresh the page and try to access the platform through the URL https://panda.exchange/

    Make sure you have previously selected the country in which you are verifying your user identity, so that the platform will indicate which documents you must submit.

  • WHAT KIND OF INFORMATION I MUST SUBMIT TO ACHIEVE LEVEL 1 OF USER IDENTITY VERIFICATION?

    Full name

    Place and date of birth

    Identity document to be consigned

    Identity Document Number

    Home address

    Zip Code

    Mobile phone number

  • WHAT KIND OF INFORMATION I MUST SUBMIT TO ACHIEVE LEVEL 2 OF USER IDENTITY VERIFICATION?

    Two-sided photo of the requested identity document.

    Selfie while holding said identity document.

  • WHAT KIND OF INFORMATION I MUST SUBMIT TO ACHIEVE LEVEL 3 OF USER IDENTITY VERIFICATION?

    Receipt of any utilities service on behalf of the user (e.g. water, electricity, gas or internet). The user’s home address must be displayed and match the one that was indicated in level 1

    Valid bank statements

  • THE PLATFORM DOES NOT RECOGNIZE MY MOBILE PHONE NUMBER

    You must make sure that the mobile phone number you are submitting corresponds to the country you have previously selected.

  • THE PLATFORM INDICATES THAT I HAVE ALREADY VERIFIED THIS MOBILE PHONE NUMBER

    If you receive a message that the mobile phone number you are submitting has already been verified, you must make sure no one else has submitted this number when registering an account on Panda Exchange. If that is the case, you must submit a different phone number

  • I AM TRYING TO VERIFY MY USER IDENTITY, BUT I CANNOT UPLOAD MY PHOTOS. WHY?

    The platform can only accept .JPG, .PNG AND .PDF files that are smaller than 1 Mbyte (1024 Kbytes)

  • HOW LONG DOES IT TAKE FOR MY REQUEST TO UPGRADE MY USER IDENTITY VERIFICATION LEVEL TO BE APPROVED?

    This may vary according to the amount of pending request we might have. From Monday to Friday in our office hours, we work hard to give a speedy reply to each and every one of your requests. As soon as a request has been processed, you will get an email with our answer for it.

    After completing each level of user identity verification, we suggest you to regularly check your inbox (as well as your unwanted mail or spam folder). We will send you an email for each level of verification you have applied to, and we will let you know if your requests have been approved or not.

  • HOW DO I KNOW IF MY REQUEST FOR A NEW LEVEL OF USER IDENTITY VERIFICATION HAS BEEN APPROVED?

    After completing each verification level, please, check your inbox (as well as your unwanted mail or spam folder) regularly. We will send you an email for each level of verification you have applied to, and we will let you know if your requests have been approved or not.

Fund Flow

  • HOW DO I DEPOSIT AN AMOUNT OF CRYPTO ASSETS IN PANDA EXCHANGE?

    In order to increase your amount of crypto assets, you must make a deposit in our platform for Panda Exchange using your preferred crypto wallet and follow these steps:

    Go to Deposits on the sidebar menu and find Register new deposit in crypto assets.

    Select the crypto asset you want to use when registering your deposit and click on Obtain address.

    Scan the QR code from your wallet or copy and paste the address that will appear in a pop-up window. Then, click on Accept. DO NOT send more than one deposit to that address.

    If you wish to make another deposit, even in the same crypto asset, you must register it as a new deposit on the platform and obtain a new receiving address.

    In the case of Ripple (XRP), you must specify a destination tag so that your deposit can be reflected in your balance as available funds.

    You can validate your deposit from your wallet. Once this transaction has been confirmed, this amount of assets will be added to your available crypto funds.

    The waiting time for confirmations depends on the blockchain of each cryptocurrency and not on Panda Exchange. If you send more than one deposit to the same address by mistake, your deposits will have to be verified manually during office hours, which means it will take longer for them to be reflected on your balance as available funds.

    You can consult the status of each and every one of the deposits you have made, including confirmed ones and pending ones, by taking a look at the chart that will appear in the Deposits menu.

  • WHY CAN´T I MAKE A TRANSFER OR A DEPOSIT IN FIAT CURRENCY IN MY PANDA EXCHANGE ACCOUNT?

    If you cannot transfer deposit your money to Panda Exchange, it may be due to one of the following reasons:

    You have not completed level 2 of user identity verification yet

    You have not yet entered or validated your bank account

    The fiat currency you want to deposit in the platform does not belong to the country in which you are operating.

    If none of the reasons that we have just listed apply to you and the problem persists, please contact us through the Customer Service chat on our website https://panda.exchange/ or send us an email to support @ panda.exchange describing your case.

  • WHY CAN´T I MAKE A TRANSFER OR A DEPOSIT IN CRYPTOCURRENCY IN MY PANDA EXCHANGE ACCOUNT?

    If you cannot transfer or deposit your digital assets to Panda Exchange, it may be due to one of the following reasons:

    You have not completed level 1 of user identity verification yet

    The cryptocurrency you want to upload is not yet supported on the platform

    If none of the reasons that we have just listed apply to you and the problem persists, please contact us through the Help Desk chat on our website https://panda.exchange/ or send us an email to support @ panda.exchange describing your case.

  • HOW DO I WITHDRAW MY CRYPTOCURRENCY FROM PANDA EXCHANGE?

    To withdraw part or all of the funds in crypto-assets that you have saved in the Panda Exchange platform, you must have the address of the wallet to which you wish to send the funds at hand and follow the steps below:

    In the Withdraw menu, find the link to the Withdraw Your Crypto, select the cryptocurrency you wish to withdraw from Panda Exchange and click on Request withdrawal.

    Enter the address of the wallet to which you wish to send your cryptocurrency in the indicated field and the amount of you wish to withdraw.

    Make sure that the address you are entering corresponds to a wallet that is compatible with the type of cryptocurrency you wish to withdraw.

    Both the network that supports the cryptocurrency you wish to withdraw and the Panda Exchange platform will charge a commission for each transaction.

    The total reflects the actual amount you will receive at the address you entered after the transaction is completed.

    Once the withdrawal has been confirmed, the amount withdrawn will be subtracted from your corresponding balance in Panda Exchange.

  • HOW LONG DOES IT TAKE FOR A WITHDRAWAL TO BE APPROVED?

    The withdrawals are approved from Monday to Friday during office hours and a notification is sent to the user's email.

  • HOW CAN I TRADE MY DIGITAL ASSETS FOR ANY OTHER AVAILABLE ASSET IN PANDA EXCHANGE?

    Panda Exchange offers several options to trade your digital assets in the platform:

    Trading with other users of the platform

    Instant Trading.

  • HOW DOES TRADING WITH OTHER USERS ON THE PLATFORM WORK?

    This option allows you to trade your digital assets in the market created by Panda Exchange users, who have all been verified for the type of transaction they are trying to make. You can also rest assured that the funds you wish to exchange are already available on the platform and will be transferred automatically upon completion of the transaction.

    Currently trading transactions in Panda Exchange are made from or to Bitcoin (BTC) and from or to Bitcoin Cash (BCH) as intermediary currencies. In addition, Ethereum can be traded with its ERC-20 pairs.

    For a transaction to be completed, you must expect the amount and the price that you have specified in your order to coincide with any of the orders created by another user. Confirmation times for each transaction will depend on the supply and demand in the markets created by Panda Exchange users.

    You can consult the markets for the different trading pairs available in Panda Exchange by entering the Markets menu in the bar to the left of the user interface and select the cryptocurrency and the respective trading pair according to your selected market.

    To trade your digital assets, enter the Place an order menu in the bar to the left of the user interface.

  • HOW DOES INSTANT TRADING WORK?

    This option allows you to trade your digital assets immediately by making the exchange directly with the reserve funds we have set aside for this purpose on the platform. The price of the assets for instant exchange is set by Panda Exchange based on the current market price plus a commission that will be reflected before you confirm your trading request.

    To start trading instantly, click on the Instant Trading menu in the bar to the left of the platform's user interface.

  • WHAT IS A MARKET ORDER?

    In market orders, the price will be automatically set by the platform according to the price of the order that was most recently completed in the market of the asset you wish to trade your assets. This way you are more likely that the parameters of your order match those of the order created by another user, since the fixed price will be what other users are using at that moment.

  • WHAT IS A LIMIT ORDER?

    In limit orders, you have the option to manually set the price of your assets when placing a trading order. Your order will not be completed until there is a match between the price, amount and type of asset of the order you have placed with those of some order previously placed by another user.

  • HOW LONG DOES IT TAKE FOR A TRADING ORDER TO BE APPROVED?

    Once a market or limit order is placed, it is approved immediately and added to the list of orders in the corresponding market. The time it takes to complete the order will depend on amount of orders other users have placed to cover the amount you want to obtain (and the price you want if it is a limit order). In the case of Instant orders, those are approved and completed immediately.

  • WHAT IS THE MINIMUM TRADING AMOUNT FOR CRYPTOCURRENCIES?

    The minimum trading amount is set by each cryptocurrency. If your trading order is very small, the platform will tell you to try a larger amount.

  • DOES PANDA EXCHANGE CHARGE ANY FEES FOR USING ITS SERVICES?

    For deposits, we do not charge any fees. For withdrawals and trading transactions, we charge 0.5% of each transaction.

  • WHICH USERS CAN OPERATE IN THE PORTUGUESE MARKET?

    Those users who have identity documents from any of the member countries of the SEPA. The SEPA area is formed by the following thirty-four countries: The members of the European Economic Area, which include the twenty-eight states of the European Union (Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy , Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, the United Kingdom of Great Britain and Northern Ireland, the Czech Republic, Romania and Sweden) Liechtenstein, Iceland and Norway San Marino, Switzerland and Monaco.

  • WHAT IF I MAKE A FIAT CURRENCY DEPOSIT FROM A THIRD-PARTY BANK ACCOUNT?

    Please, contact our Support Team through the Help Desk chat or send us an email to support@panda.exchange providing the details of the bank account from which the deposit was made in order to refund these assets.

  • WHAT IF I MAKE A DEPOSIT THAT EXCEEDS THE AMOUNT MY CURRENT VERIFICATION LEVEL ALLOWS ME TO?

    You have two options:

    Apply for a higher level of verification to be able to deposit a higher amount of money or assets

    Contact our Support Team through the Help Desk Chat or by email support@panda.exchange and provide the bank account information to request a refund for the full amount of the deposit made. Later, you can make a new deposit with the correct amount that allows your current verification level.

Markets

  • WHICH ARE THE TRADING PAIRS AVAILABLE IN PANDA EXCHANGE?

    In order to check our trading listing in Panda Exchange, please, follow these steps:

    Go to the Markets menu and select the cryptocurrency you wish to consult (ETH, BTC or BCH)

    After you select any of these cryptocurrencies, their respective market pairs will be displayed:

  • CAN I TRADE IN TWO DIFFERENT MARKETS SIMULTANEOUSLY?

    Of course, but you must complete your user identity verification process in both markets and have a valid identity identification document for each country.

  • HOW DO I KNOW WHICH MARKET I’M ON WHEN IN PANDA EXCHANGE?

    On the top right of the platform’s user interface, there are two circular flags. If you click on the one on the right, a drop-down menu opens with the four available market options: Colombia, Canada, Portugal and International.

    You must make sure that you have selected the correct market for the user identity verification process you completed when joining us in Panda Exchange. This implies that if you have verified your user identity in the international market, crypto to crypto trading is available to you. If you used the Portuguese or Canadian market, in addition to exchanging cryptocurrencies, you can operate with the fiat currency available for each country.

  • WHAT IS THE DIFFERENCE BETWEEN THE INTERNATIONAL MARKETS AND LOCAL MARKETS?

    The international market only operates with cryptocurrency. In our local markets (Colombia, Canada and Portugal), we operate with cryptocurrency and with fiat currency.

Others