Q: Does the client (non-trader) pay a commission?

No, the client doesn't pay a platform commission. The platform commission is charged only to the ad creator (trader). In practice: You open a trade on someone else's ad (you're a client): you pay/receive exactly the amount in the ad. No commission. You created an ad (you're a trader): the platform commission is taken on each trade. What's in the ad's rate: Base rate from Rapira. Trader's margin (their profit for service). The trader decides how to "bake in" the platform commission into their margin. There's no separate line for the client. What a client may still pay: Bank fee for the transfer (e.g. interbank may cost 1-2%) — this isn't a platform fee, it's the bank's. Network fee when withdrawing crypto from the platform (see What's the withdrawal fee). Bottom line: on the market, you see "all-in" prices for the client. If an ad says "92.5 RUB per 1 USDT", that's the exact settlement rate — no extra deductions from the client. More on commission structure: What's the trade commission and who pays it.

Q: How do I contact support?

Contact channels: Telegram: @BitMomentSupportBot — fastest channel for general questions, trade help, technical issues. General email: support@bitmoment.pro — for things that don't fit Telegram, or if you don't use Telegram. Legal/AML email: legal@bitmoment.pro — official requests, AML/KYC, sanctions, law-enforcement requests. When to contact support: Deposit not credited despite confirmations. Stuck withdrawal, AML freeze. Lost 2FA — see I lost access to my 2FA. Suspected account compromise — see Someone signed into my account. KYC questions, verification rejections. Technical bugs, page errors. Any platform questions. When NOT to contact support: Open trade dispute — chat directly with the moderator in the dispute private chat. Duplicating via email slows resolution. Complaints about a counterparty — use the "Report" button on their profile or trade page. Reports go to a separate moderation queue. What to provide: Your account email. Nickname. Trade/transaction ID if applicable. Detailed description with timestamps (UTC). Screenshots if available. Operating hours: The platform runs 24/7; support responds within a few hours during business hours. Peak hours may slow replies. Security and finance issues are prioritized. Don't do: Don't forward 2FA codes or passwords to anyone — support never asks for them. Don't trust "support managers" who DM you first on Telegram — they're scammers. See What is phishing.

Q: What regions does BitMoment serve?

BitMoment primarily serves: Russia — main fiat is RUB, market rate from Rapira. CIS countries — Belarus, Kazakhstan, Armenia, Georgia, Uzbekistan and others. Settlements in RUB (via P2P traders with Russian payment details). USD as alternative fiat — for users outside the ruble zone. Registration is open to users outside sanctioned jurisdictions (OFAC, EU, UN). Checked at registration and KYC: Country of residence (per KYC document). Match against sanctions lists. AML scoring of crypto addresses used. Not allowed: Citizens of sanctioned countries (DPRK, Iran, Syria, etc.) — KYC rejected. Users from countries where P2P crypto exchange is directly prohibited by law. Platform jurisdiction: Per the Terms of Use, governing law is the Republic of Seychelles (placeholder, legal entity not disclosed). This is a typical model for crypto P2P platforms (Bitpapa-style). Taxes: BitMoment is not a tax agent. Declaring income from crypto trading is your responsibility per the legislation of your country of residence.

Question 1

How do I change my nickname and why does it lock after my first trade?

Accepted Answer

To change your nickname, go to Dashboard → Settings → Public profile, enter a new nickname and save.
Requirements:

Latin letters, digits and _- only (3-30 characters, starts with a letter).
Unique (not taken by another user).
No offensive words or role impersonation (admin, support, bank names, etc.) — moderation may require a change if violations are found.

Why it locks after your first trade:
Nickname is your reputation identifier. Counterparties recognize you by it, reviews and rating attach to it. If it could be changed freely, a bad actor could accumulate negative feedback and "re-register" under a new nickname, deceiving new clients.
After the first completed trade, the nickname is locked. It can only be changed if moderation requires it (e.g. for a rules violation).

Question 2

What is success rate and how is it calculated?

Accepted Answer

Success rate is a measure of user good-faith on the platform. It shows the percentage of their finalized trades that didn't end in a lost dispute.
Formula:
success_rate = (total_finalized - lost_disputes) / total_finalized × 100%

Where:

total_finalized — all trades in COMPLETED or CANCELLED status (final only).
lost_disputes — disputes resolved against the user (BUYER_WINS if they're seller, SELLER_WINS if buyer).

Important nuances:

Cancellations don't penalize. A trade cancelled before payment isn't a loss.
Only lost disputes affect the metric.
completedTrades vs tradesCount: uses completedTrades (not total opened) — anti-inflation protection against "open+cancel" gaming.
30-day window is used only for the ad creation threshold — creating a new ad requires ≥80%. The profile-shown metric uses no time window.

Color indicators:

🟢 Green (success_rate ≥ 90%) — excellent reputation.
🟡 Amber (70-90%) — acceptable, some problem trades.
🔴 Red (< 70%) — low reputation; be careful with this user.

Where shown:

Trader profile (own card).
On the market next to trade count ("4 trades · 96.5%").
Trade popup when picking a counterparty.
Admin area for moderators.

"New" badge — if the user has 0 reviews and 0 completed trades, success_rate isn't computed and "New" is shown instead.

Question 3

Does the client (non-trader) pay a commission?

Accepted Answer

No, the client doesn't pay a platform commission. The platform commission is charged only to the ad creator (trader).
In practice:

You open a trade on someone else's ad (you're a client): you pay/receive exactly the amount in the ad. No commission.
You created an ad (you're a trader): the platform commission is taken on each trade.

What's in the ad's rate:

Base rate from Rapira.
Trader's margin (their profit for service).
The trader decides how to "bake in" the platform commission into their margin. There's no separate line for the client.

What a client may still pay:

Bank fee for the transfer (e.g. interbank may cost 1-2%) — this isn't a platform fee, it's the bank's.
Network fee when withdrawing crypto from the platform (see What's the withdrawal fee).

Bottom line: on the market, you see "all-in" prices for the client. If an ad says "92.5 RUB per 1 USDT", that's the exact settlement rate — no extra deductions from the client.
More on commission structure: What's the trade commission and who pays it.

Question 4

How do I contact support?

Accepted Answer

Contact channels:

Telegram: @BitMomentSupportBot — fastest channel for general questions, trade help, technical issues.
General email: support@bitmoment.pro — for things that don't fit Telegram, or if you don't use Telegram.
Legal/AML email: legal@bitmoment.pro — official requests, AML/KYC, sanctions, law-enforcement requests.

When to contact support:

Deposit not credited despite confirmations.
Stuck withdrawal, AML freeze.
Lost 2FA — see I lost access to my 2FA.
Suspected account compromise — see Someone signed into my account.
KYC questions, verification rejections.
Technical bugs, page errors.
Any platform questions.

When NOT to contact support:

Open trade dispute — chat directly with the moderator in the dispute private chat. Duplicating via email slows resolution.
Complaints about a counterparty — use the "Report" button on their profile or trade page. Reports go to a separate moderation queue.

What to provide:

Your account email.
Nickname.
Trade/transaction ID if applicable.
Detailed description with timestamps (UTC).
Screenshots if available.

Operating hours:
The platform runs 24/7; support responds within a few hours during business hours. Peak hours may slow replies. Security and finance issues are prioritized.
Don't do:

Don't forward 2FA codes or passwords to anyone — support never asks for them.
Don't trust "support managers" who DM you first on Telegram — they're scammers. See What is phishing.

Question 5

What regions does BitMoment serve?

Accepted Answer

BitMoment primarily serves:

Russia — main fiat is RUB, market rate from Rapira.
CIS countries — Belarus, Kazakhstan, Armenia, Georgia, Uzbekistan and others. Settlements in RUB (via P2P traders with Russian payment details).
USD as alternative fiat — for users outside the ruble zone.

Registration is open to users outside sanctioned jurisdictions (OFAC, EU, UN).
Checked at registration and KYC:

Country of residence (per KYC document).
Match against sanctions lists.
AML scoring of crypto addresses used.

Not allowed:

Citizens of sanctioned countries (DPRK, Iran, Syria, etc.) — KYC rejected.
Users from countries where P2P crypto exchange is directly prohibited by law.

Platform jurisdiction:
Per the Terms of Use, governing law is the Republic of Seychelles (placeholder, legal entity not disclosed). This is a typical model for crypto P2P platforms (Bitpapa-style).
Taxes:
BitMoment is not a tax agent. Declaring income from crypto trading is your responsibility per the legislation of your country of residence.

General

How do I change my nickname and why does it lock after my first trade?

What is success rate and how is it calculated?

Does the client (non-trader) pay a commission?

How do I contact support?

What regions does BitMoment serve?

Still have questions?