Question 1

Why is my account blocked and what should I do?

Accepted Answer

BitMoment may block an account by moderator decision or AML check — for example, on rule violations, suspicious activity or attempts to withdraw funds with high AML risk. The decision is taken at the platform's sole discretion.
What happens on block:

You can sign in and see the block reason in a banner.
Read-only mode is available: trade history, balance and payment details are preserved.
Active trades are escalated to a moderator (a dispute is opened).
Creating new trades, ads and withdrawals is unavailable.
Active ads are auto-deactivated.
Pending KYC and withdrawal requests are rejected with funds returned to the balance.

Funds are not seized — they remain yours and are visible in the dashboard.
What to do:

Read the block reason in the banner.
Contact support: @BitMomentSupportBot or support@bitmoment.pro — provide the account email and describe the situation.
For AML-related questions, write to legal@bitmoment.pro.

Unblock decisions are made by moderation — this may take several business days.

Question 2

P2P scam types and how to spot them.

Accepted Answer

Main P2P scam patterns:

Fake "payment" screenshot. The counterparty sends a PDF/JPG "receipt" and asks you to confirm. The real money never arrives. Defense: always verify the incoming funds in your own bank app, never trust someone else's screenshot. See Fake payment screenshots.
"Release the crypto, I already paid, the bank is slow." Psychological pressure to make you click Release before money arrives. Never. Money is either in your account or not.
Moving to Telegram/WhatsApp. "Let's continue on Telegram, my phone can't load the site." Goal: bypass platform moderation and run a chargeback scheme. See Why you shouldn't move communication off-platform.
Phishing. Fake sites bitmoment-pro.cc, bltmoment.cloud and "urgently confirm your account" emails with links. Always check the domain. See What is phishing.
Bank transfer chargeback. The scammer pays, you release crypto, then they dispute the transfer with the bank claiming "card stolen". Defense: require transfers from a card in the counterparty's name, avoid "fresh" accounts with no rating, verify the counterparty has fully passed KYC.
Switching payment details in chat. Last-minute the counterparty drops new payment details "because the bank is down". Never transfer to new details — only those shown on the trade page.

Detailed breakdown: P2P scam types and how to avoid them.

Question 3

How do I reset my password?

Accepted Answer

On the login page, click "Forgot password?" under the form.
Enter the email tied to your account and submit.
A reset link will arrive at your email (valid for a limited time).
Open the link, choose a new password (minimum 8 characters with upper and lower case, a digit and a special character) and save.
After the password change, all active sessions on other devices will be terminated — sign in again.

If you don't see the email within 5 minutes, check the spam folder. For security reasons, the platform doesn't reveal whether an account with this email exists: the response looks the same for existing and non-existing addresses.
If you have 2FA enabled, it isn't reset together with the password — you'll still need the authenticator code to sign in. If you lost both the password and 2FA, contact support.

Question 4

What is phishing and how do I protect my account?

Accepted Answer

Phishing is an attack where a scammer impersonates the official BitMoment site or email to harvest your password, 2FA code or other info.
Common scenarios:

An email "urgently confirm your account or you'll be blocked" linking to a fake domain (bitmoment-pro.cc, bltmoment.cloud, bitm0ment.pro — letters look similar, not identical).
Search-engine ads with a fake "Sign in to BitMoment" link.
Fake "support" Telegram accounts messaging you directly.
SMS with a one-time code and a request to forward it "to a manager".

How to defend:

Check the domain. The official sites are only the ones linked from our official channels. Save the working URL to bookmarks and only enter through them.
Never enter your password or 2FA code on sites from emails. Open the site manually via your bookmark.
Never forward 2FA or SMS codes to anyone. BitMoment support never asks for them. Not on Telegram, not by email, not by phone.
Support contacts you first only in response to your request. Official bot: @BitMomentSupportBot. If a "BitMoment manager" DMs you out of the blue — it's a scammer.
Enable 2FA and store the secret safely.
Check the URL lock in your browser — must be https://.

If you suspect you fell for phishing:

Urgently reset your password.
Check active sessions under "Security" — terminate suspicious ones.
Contact support.

Question 5

How do I enable 2FA?

Accepted Answer

Steps

Open Settings → Security.
Click "Enable 2FA".
Scan the QR code in Google Authenticator.

Question 6

Someone signed into my account — what should I do right now?

Accepted Answer

Act in this order:

Change your password immediately. Use "Forgot password?" if your current one doesn't work. All sessions will be terminated — including the attacker's. See How to reset your password.
Check active sessions under "Dashboard → Security → Active sessions". End all except your current one.
Enable 2FA if it's not on. See How to enable 2FA. From this point, signing in is impossible without the 6-digit code even with the password.
Check the address book under "Wallet → Withdraw". Delete any addresses you didn't add. Remember: new addresses activate in 24 hours — if the attacker added one recently, you still have time to remove it.
Check active ads and trades — cancel anything you didn't initiate. Active SELL ads can leak crypto if left.
Contact support immediately with the account email, time of breach, and details. The team may temporarily lock the account until the investigation is done.
Scan your devices for malware (Kaspersky, Malwarebytes). The leak may have come from there. Change your email password — if email is compromised, the attacker can intercept any letter (including password resets).

Don't do this:

Don't withdraw funds in a panic to "another wallet for safety" — time will pass, and you'll be able to withdraw calmly.
Don't click links in "urgently confirm your account" emails — they may be continuation of the phishing.
Don't share 2FA codes with anyone, even a "support manager".

Question 7

Fake payment screenshots — how not to fall for them.

Accepted Answer

Golden rule: a screenshot from a counterparty is not proof of payment. Proof is the amount on your balance in your bank app.
How scammers forge screenshots:

Photo editors (Photoshop, Snapseed, Facetune) — they change amount, recipient name, date.
Ready-made "templates" from Telegram channels with blank fields.
Browser HTML inspector and a screenshot of an "edited" internet bank.
Old screenshots of successful transfers with edited date.

How the platform protects you:
The authenticity of files attached to a trade chat is checked during dispute review. A forged or edited screenshot is detected and works against the offender — it won't help in a dispute, it becomes an argument against them. Forgeries are almost always caught.
What to do yourself:

Never confirm receipt without actually seeing it in your bank.
If you need to prove a payment in a dispute — send a screenshot from your own bank app, unedited, the original from your gallery rather than one forwarded through messengers.
Best evidence — a PDF bank statement for the relevant period.

Learn more: P2P scam types.

Question 8

Why is the dispute moderator hidden and chats with each party separately?

Accepted Answer

In a dispute, the moderator appears to both parties as "Moderator" — no nickname, no avatar. Each party chats with them in a separate private channel and the parties don't see each other's messages after the dispute opens.
Why:

Objectivity. The moderator shouldn't be a personally identifiable individual — protects against pressure, threats and off-platform contact attempts.
Moderator safety. Decisions on large amounts may trigger aggressive reactions. The mask protects staff.
Party fairness. If parties saw each other's messages, the losing side could edit their statements to match the other's arguments. Separate chats prevent this.
Privacy of commercial and personal info. Each party may attach documents and private circumstances that shouldn't be visible to the opponent.

What parties see:

Their own private chat with the moderator.
Trade chat history before the dispute opened (visible to all).
Counterparty payment details that were visible during the trade.
Final decision (with full reason text: "in buyer's favor", "in seller's favor", "cancel").

What the moderator does NOT see directly:

Other trades of either party.
Passwords, 2FA secrets, internal AML scoring (only visible in the admin area).

Learn more about disputes: How to behave in a dispute.

Question 9

Why shouldn't I move communication and payment off the platform?

Accepted Answer

If a counterparty suggests "let's go to Telegram", "the site lags, write me on WhatsApp" — refuse. All agreements and transfers must stay on the platform.
Why it's critical:

Dispute evidence. In a dispute, the moderator looks only at the trade chat and attached files. Telegram agreements don't count.
File authenticity. Files attached in the trade chat are checked for authenticity — an important defense against fake screenshots. A file passed through a messenger doesn't go through this check.
Audit trail. Platform messages are immutable — nobody (including the counterparty) can delete "inconvenient" replies.
Payment detail switching. The most common scenario: "let's go to Telegram" → new chat thread → "different payment details" dropped → transfer goes to the scammer. On-platform, details are bound to the trade.
Social engineering and pressure — scammers operate easier in an uncontrolled channel without witnesses.

Simple rule: payment goes to the details on the trade page; all communication stays in the trade chat. Any "let's go elsewhere" request is a red flag.
Learn more: P2P scam types.

Question 10

Are my payment details safe?

Accepted Answer

Storage: all payment details (card, account, wallet numbers) are stored encrypted in the database. Only the platform has the encryption key; even with raw DB access, an attacker can't read them directly.
Who sees the details:

You — fully on the "My payment details" page.
The counterparty of an active trade — fully, only during the trade (OPENED/PAID/DISPUTED). After completion, history shows masked data only.
The dispute moderator — fully, if a dispute is open.
On the market in ad cards — only payment methods (Sberbank, VTB, etc.) are visible; no details are shown to anyone.

On the trade page:

The buyer sees full seller details (needed to pay).
The seller sees masked buyer details (they don't need them, masking reduces leakage).

If a counterparty is blocked, their details in an active trade are replaced with a red banner "Moderator handling this trade" — protection against post-block manipulation.
Limit: up to 20 payment details per account.
Anti-abuse: within an ad, only one detail per payment method is allowed (you can't list two Sberbank cards in one ad).

Question 11

What if the counterparty asks me to release crypto before payment?

Accepted Answer

Never click "Confirm payment" / Release until you see the incoming funds in your own bank app.
Typical manipulations you'll hear:

"I already paid, here's the receipt, the bank is just slow, release the crypto."
"I have a card limit, I'll pay in parts, release the first one first."
"I'm a regular trader, I have reputation, trust me."
"Urgent — I'll lose the good rate, friend, help out."

All these phrases are a red flag. Escrow exists precisely so you don't release crypto blindly.
Rules:

Money arrived in your bank = OK to confirm.
Money not in bank = wait.
If the counterparty pressures — open a dispute and let the moderator handle it.

Remember: if you release crypto without payment, nobody refunds the money. Escrow is already released and crypto went to the scammer. As the seller, that's on you.

Question 12

How does BitMoment protect my funds?

Accepted Answer

BitMoment uses multi-layer fund protection:

Escrow lock. When a trade opens, the seller's crypto is locked on the platform side and inaccessible to them until completion. Protects against "disappearing" after receiving payment.
AML address checks (AMLBot/Crystal API) on every deposit and withdrawal — filter against suspicious funds. Score 0-100, on high risk — freeze pending manual review. See What is an AML address check.
KMS (Key Management Service). Private keys for platform blockchain wallets live in a separate secured service (Tatum KMS), not in the main backend. This reduces leak risk even on server compromise.
2FA (TOTP) — required for withdrawal confirmation if you enabled it. Supports Google Authenticator, Authy, 1Password.
Address book with 24h activation — even on account compromise, an attacker can't drain funds in a minute.
Device-bound sessions. On password change, all sessions are terminated.
Immutable audit log for critical operations — every moderation action is recorded and cannot be deleted.
Rate limiting on all mutating endpoints — protects against automated attacks.

Important: even the best defense won't save you if you reveal your password or lose 2FA access. Follow security best practices and don't move communication off-platform.

Security

Useful guides in this category

P2P scams and how to avoid them

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