Help

If you’re an existing client and are having trouble logging in, the fastest resolution is via our unable to logon form. Alternately send us an email at [email protected].

If you are able to login, please request assistance via our support screen. This allows you to send us messages securely, protecting any sensitive data related to your account.

If you are a new user, you can email us at [email protected].

Please note that we will never ask you for your password and it is never safe to give out your password.

Bitcoin (BTC) is a cryptocurrency that has been around since 2009. It is transmitted between people via the Internet, and stored on computers and other electronic devices. Bitcoin is a currency that was designed for the digital age, when so much of our financial transactions are already made electronically. It allows money to be sent quickly from one side of the world to the other, without relying on a bank, credit card provider or other intermediary. It is great for both consumers and merchants, because transaction fees are negligible and for international purchases one needn't to be concerned with currency conversion. Already, Bitcoin is accepted by merchants all over the world, including PayPal, and it's used by millions of people daily.

Bitcoin works through the network of computers, laptops, tablets and mobile devices that belong to those people using Bitcoin. To send or receive Bitcoin, people download freely available software (e.g. Bitcoin Core or Electrum) onto their device. This automatically connects them to the bitcoin network, and contributes to the strength and reliability of the network. Bitcoin is not owned by any individual or organisation, but there is an open, well-established protocol across the network by which all devices communicate. This ensures the security and integrity of the currency.

To make a transaction, one specifies the recipient's Bitcoin address and the amount and presses 'send'. Bitcoin transactions are then disseminated across the Bitcoin network and verified by each party that receives the details of the transaction. If the transaction is valid, it is forever committed to the Bitcoin network (the blockchain), and the recipient will see the new funds on their device within a few minutes.

The amount of Bitcoin you own is stored on the public blockchain ledger that everyone has access to. Your wallet does not actually store Bitcoin in it, it merely holds the proof (private key(s)) that you are someone on the ledger with Bitcoin to your name. Independent Reserve by default will store this wallet (private key) for you, but you can easily transfer your bitcoin from your Independent Reserve wallet to a personal wallet if you prefer. One great thing about Bitcoin is that they can be securely protected against theft by using a strong password, and backed-up to prevent accidental data loss – something that can't be done with cash.

Ethereum is a distributed peer-to-peer network which was launched in 2015. It shares some similarities with Bitcoin, however its main point of differentiation is the ability for it to host "smart contracts", which are computer programs designed to execute on the Ethereum network. The value token of the Ethereum network is called ether (ETH), and is a cryptocurrency which shares some commonalities with Bitcoin.

Further information can be found on the Ethereum project page.

Ripple's goal is to connect banks, payment providers, digital asset exchanges and corporates via RippleNet to provide one frictionless experience to send money globally. Further information can be found at ripple.com.

You can buy Ripple (XRP token) directly from Independent Reserve's platform. XRP can be purchased with fiat currencies: AUD, USD and NZD. You can view the XRP price by going to the Market page and selecting XRP on the top left corner of the website.

Independent Reserve facilitates trading Bitcoin, Ethereum and Ripple in three fiat currencies: AUD, USD and NZD.

International clients may deposit USD or NZD directly via SWIFT transfer.

You can view our latest exchange rates in the FX Rates section of this page.

Australian customers may deposit AUD funds via Electronic Funds Transfer. Electronic Funds Transfer Deposits are generally processed within 1-2 business days. Once your account is verified, you will be issued a unique deposit reference to include on all of your electronic funds deposits. After the deposit is processed, an email will be sent notifying you that the funds are available in your account.

Electronic Funds Transfer deposits of $AUD 100.00 and above are free. Deposits below this amount incur a $AUD 0.99 fee. Electronic Funds Transfer deposits are usually processed within one business day, but please allow at least two business days before contacting our support staff. Please note that banks do not process Electronic Funds Transfer transactions on weekends or public holidays.

Deposits made by Electronic Funds Transfer that do not contain your unique deposit reference may attract an Incorrect / Missing Reference fee.

See the Fee Schedule for a list of all fees and charges.

Customers in Australia can make instant AUD deposits via the Osko system using Independent Reserve's PayID and your unique Independent Reserve reference code. Osko deposits up to $ 10,000 .00 made during a 24 hour period will be processed and credited to your account instantly. Larger deposits will be credited to your account within 1 business day.

After the deposit is processed, an email will be sent notifying you that the funds are available in your account.

Osko deposits above $ 1,000 .00 are free.

See the Fee Schedule for a list of all fees and charges.

Australian customers may deposit AUD funds via POLi.

POLi deposits up to $ 1,000 .00 made during a 24 hour period will be processed and credited to your account instantly. Larger deposits will be credited to your account within 1 business day.

After the deposit is processed, an email will be sent notifying you that the funds are available in your account.

POLi deposits incur an AUD 3.3 fee.

See the Fee Schedule for a list of all fees and charges.

International clients may deposit funds into our USD or NZD bank account via SWIFT transfer.

It is essential that the source of the funds are held in an account name matching that of your Independent Reserve account. Funds received from a different account name can not be credited to your account.

Before initiating a transfer, it is necessary to create a Pending International Transfer via the Accounts screen. This allows us to quickly identify the source of the funds and correctly credit them to your account. There may be a delay in crediting funds to your account if funds are sent without a Pending International Transfer.

SWIFT details are available on the Accounts screen. SWIFT transfers typically take 2-3 business days before funds are available to you. Please allow at least 3 business days before making an enquiry regarding funds not yet appearing in your account.

Independent Reserve does not control the conversion rate used for funds received in currencies other than USD or NZD, so it is recommended that funds be transmitted in USD or NZD.

SWIFT deposits of $ 5,000 .00 and above are free. Deposits below this amount incur a $ 15 .00 fee in the currency you send, which will appear in your Independent Reserve account. Please be aware that your bank or any intermediary banks your bank uses may charge additional fees to initiate a SWIFT transfer.

See the Fee Schedule for a list of all fees and charges.

Clients may deposit cryptocurrencies directly to their Independent Reserve account via the Accounts screen. You will be given a unique wallet address to send funds to. Once your cryptocurrencies have been sent, you should see the funds appear in your account after approximately 10-15 minutes, marked as ‘unavailable funds’. It takes approximately 20 minutes (see confirmations below) for the transfer to be confirmed by the network and for the funds to become available for trading.

You can find your wallet address in the Deposit Wallets tab in the Accounts screen or by clicking the deposit link in line with the currency you’re depositing. You may generate a new wallet address at any time via the Deposit Wallets tab.

For a transaction to be considered final, we require a certain number of confirmations on the blockchain. These differ per cryptocurrency:

Withdrawals from your AUD, USD or NZD account are initiated from the Accounts screen. Funds may be transferred in AUD, USD or NZD, to bank accounts held in supported countries, providing the account name matches that of your Independent Reserve account. We are unable to transfer funds to a bank account that is held in another person or entity’s name.

AUD withdrawals to Australian accounts are free, and are typically processed the next business day.

In the case of withdrawing from your Independent Reserve USD account to an Australian AUD bank account, we will first convert the funds into AUD. You can view our latest exchange rates in the FX Rates section of this page. International or non AUD withdrawals incur a $ 20 .00 fee. It takes typically 2-3 business days before the money is received in your account. Minimum withdrawal amount is $ 50 .00

See Fee Schedule for a list of all our fees and charges. Please be aware that in some cases your bank, or an intermediary bank may charge additional fees outside of our control.

For your protection, all withdrawals are approved manually by Independent Reserve before being processed. We realise this may cause some inconvenience, but please consider that we do this in the interests of your security.

If you have entered incorrect bank account details for any transactions, please contact us immediately via our secured Support screen.

To withdraw any cryptocurrency from your Independent Reserve account, follow the prompts via the Accounts screen. You will be prompted to enter an address where we will send the cryptocurrency. Once you have specified the address and amount, you will see a transaction appear in the Pending state, and that amount will no longer be available for you to trade.

For your protection, certain cryptocurrency withdrawals may be flagged for manual review by our staff before being processed. We realise this may cause some inconvenience as some transactions may take several hours to be approved, but please consider that we do this in the interests of your security. Once we have approved the withdrawal, you should see the cryptocurrency arrive in your own wallet within seconds. The transaction status will be updated to show the progress of the transfer.

In some cases, Independent Reserve may request your bank account details. We will make a small deposit to that account, requesting proof of that deposit before approving your cryptocurrency withdrawal. We do this to mitigate the risk of identity theft and comply with Australian AML regulations and apologise for any inconvenience or delay this may cause.

Independent Reserve facilitates trading cryptocurrency in three fiat currencies: AUD, USD and NZD.

Independent Reserve features a multi-currency order book which automatically converts all open orders into your currency of choice. This means that you can take advantage of the full pool of open orders to always get the best possible price when trading cryptocurrency, as someone using AUD can transparently buy cryptocurrency from another user who trades in USD or NZD, and vice versa.

You can view our latest exchange rates in the FX Rates section of this page.

Independent Reserve supports six order types:

Limit Buy

A limit buy is an order to buy cryptocurrency at no more than the specified price per cryptocurrency unit. A limit buy is not always executed immediately, but may remain open on the Order Book until it is either matched against one or more sell orders, or it is cancelled. It is possible that a limit buy is partially filled, then cancelled. The price paid per cryptocurrency unit for a limit buy is always less than or equal to the specified limit. The price will never be above the specified limit.

Stop Limit Buy

A stop limit buy is a limit buy order, which will only trigger and become active if the best sell price on the order book reaches the specified stop price. If the stop price is not reached, then the stop limit buy order will remain untriggered indefinitely.

Limit Sell

A limit sell is an offer to sell cryptocurrency at no less than the specified price per cryptocurrency unit. A limit sell is not always executed immediately, but may remain open on the Order Book until it is either matched against one or more buy orders, or it is cancelled. It is possible that a limit sell is partially filled, then cancelled. The price paid per cryptocurrency unit for a limit sell is always greater than or equal to the specified limit. The price will never be below the specified limit.

Stop Limit Sell

A stop limit sell is a limit sell order, which will only trigger and become active if the best buy price on the order book reaches the specified stop price. If the stop price is not reached, then the stop limit sell order will remain untriggered indefinitely.

Market Buy

A market buy is an order to buy cryptocurrency at the market price. The market price, in this case, is the weighted average of the lowest limit sells sufficient to fill the order. In the simplest case, the lowest limit sell is equal to the market price if that order has sufficient volume available to fill the market buy. If the lowest limit sell has insufficient volume, then the market buy will be partially filled by that limit sell, and subsequently higher limit sells will fill the remaining volume ordered until the order is full. Therefore, it is common that one market buy may be filled by multiple limit sells. The price paid to fill the order will be the weighted average of all the limit sells that filled the order. Other things to note:

• A market buy is always matched against open limit sells and executed immediately.
• If there are no open limit sells, the market buy will not wait to be executed, but immediately be closed as unfilled.
• It is possible that a market buy may be partially filled and then closed due to no more available limit sells.
• A market buy that fills multiple orders and will result in increasing the price more than 10 % will be closed as partially filled and rejected at the point where the price has moved 10 % higher than the first matched limit sell order.

Market Sell

A market sell is an offer to sell cryptocurrency at the market price. The market price, in this case, is the weighted average of the highest limit buys sufficient to fill the order. In the simplest case, the highest limit buy is equal to the market price if that order has sufficient volume available to fill the market sell. If the highest limit buy has insufficient volume, then the market sell will be partially filled by that limit buy, and subsequently lower limit buys will fill the remaining volume ordered until the order is full. Therefore, it is common that one market sell may be filled by multiple limit buys. The price paid to fill the order will be the weighted average of all the limit buys that filled the order. Other things to note:

• A market sell is always matched against open limit buys and executed immediately.
• If there are no open limit buys, the market sell will not wait to be executed, but immediately be closed as unfilled.
• It is possible that a market sell may be partially filled and then closed due to no more available limit buys.
• A market sell that fills multiple orders and will result in decreasing the price more than 10 % will be closed as partially filled and rejected at the point where the price has moved 10 % lower than the first matched limit buy order.