Get help - Rothbard Bitcoin ATMs

Frequently Asked Questions

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How to sell cryptocurrency for cash using a Bitcoin ATM?

1. Visit the page Sell your cryptocurrency.
Enter the details of the transaction to withdraw the cash at the nearest Bitcoin ATM.
2. Choose a cryptocurrency.
From thelist of available options, select the crypto you want to sell. A Bitcoin wallet address will be generated to which you will transfer the funds.
3. Transfer the funds from the wallet to the indicated address.
After the transfer, you will receive a barcode, which you must scan at the Bitcoin ATM.
‍4. Wait for confirmation on the blockchain.
Before receiving the cash, the transaction must be approved on the blockchain network. On the Check Transaction Status page, you can check if the transaction is ready. Choosing the miner fee at an earlier stage will affect the speed of completion - increasing the fee may speed up the process.
5. Collect cash
‍Whenthe transaction is approved, go to any Bitcoin ATM. Scan the barcode to withdraw the money.

Alternative: Selling without a website
If you prefer, you can make a cryptocurrency sale directly at the Bitcoin ATM. Just follow the directions displayed on the device's screen.

How do I buy cryptocurrency at a Bitcoin ATM?

1. Find the nearest Bitcoin ATM on the Bitcoin ATMs on the map.
2. Insert cash into the machine.
3. Scan the QR code of your crypto wallet or enter its address.
4. Confirm the transaction on the screen after verifying that all details are correct.
5. Collect the printed transaction confirmation and check the updated balance in your crypto wallet. Done!

Where do you scan the QR code, and where the barcode?

The printout shows two codes: the QR code at the top and the barcode at the bottom.

The first— the QR code —is used to deposit cryptocurrency to an address so you can withdraw local currency at a Bitcoin ATM.

The second— the barcode —is used to withdraw verified funds in local currency. This means that you scan the QR code with your phone to make a deposit, and you scan the barcode at the ATM to receive the funds after the exchange.

What is a cryptocurrency wallet and where to download one?

A cryptocurrency wallet (simply an "e-wallet" app on your phone) is one of the most popular ways to store cryptocurrencies. Rothbard does not have a dedicated app and does not require you to download any particular one.
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Choose any wallet you prefer. Non-custodial wallets are allowed and are generally safer because they aren’t tied to exchanges, which can sometimes become insolvent.

The only thing to keep in mind is that the cryptocurrencies we support are listed in the table on the homepage.

Where is the Bitcoin ATM in my city? Are you opening a new one?

You can find all Bitcoin ATMs, their opening hours of operation, directions, photos, available cash balances, and online/offline status—on the Bitcoin ATMs Map page.

We announce new locations on social media and in the News section of our Blog. You can also suggest a new location (or make another suggestion) by leaving a review on Google Maps. To do so, go to the Reviews page.

Do you offer buying and selling of other cryptocurrencies besides BTC, ETH, LTC and USDT on TRC20?

We announce the addition of new cryptocurrencies in the Blog section and on social media. Subscribe to stay up to date. You can find the current list of cryptocurrencies on the Home page in the Cryptocurrency Prices table.

If I used the option "Sell cryptocurrency...", can I withdraw cash at any Bitcoin ATM in the world at any time?

The option to sell cryptocurrencies on the website allows transactions only at Bitcoin ATMs in Switzerland. The barcode required to sell at the machine is valid indefinitely.

I'd like to collect cash from the sale of cryptocurrencies in person

We do not currently offer in-person exchanges. If this changes, we'll announce it on the blog, in our newsletter, and on social media.

Is it possible to buy cryptocurrencies without scanning my wallet's QR code? Can I simply deposit by entering the key?

Yes, you can enter the address manually or generate a QR code for any address using any online QR code generator. Scanning it at the ATM will display it on the screen. Then, simply verify that it’s correct and complete the transaction.

The ATM paid out less than expected

Contact our hotline immediately and report the incident. Please provide details about the incident, including a description of the circumstances, location, date, and transaction ID. To improve the customer experience, we offer several channels through which you can get help. Check them on the Contact page.

I have an amount below €10 (or 10 zł) remaining and I cannot withdraw it because the Bitcoin ATM does not dispense coins.

We are flexible in this matter and offer several ways to resolve the issue. This amount will be added to your next withdrawal if you send Bitcoin to the same address, or if you have several transaction codes with such an unclaimed "remainder."

We will add them together and apply them to a single code, allowing you to withdraw cash at a Bitcoin ATM. A refund is also possible, but amounts below a few CHF are refunded only for some cryptocurrencies. For other cryptocurrencies we support, such an amount would not even cover the mining fee (which is beyond our control). Therefore, we strongly recommend adding them to the next code and withdrawing all remaining small amounts during your next transaction.

You can also select the "QR for a specific withdrawal in CHF" option. Please enter the amount in CHF to be withdrawn and generate the QR code. The wallet will select the amount of Bitcoin so that you receive exactly the amount you specified. This way, there will be no "change" amounts below 10 CHF on the transaction codes.

The Bitcoin ATM at my location isn’t working

We regularly check the status of Bitcoin ATMs, but if you want to speed up the resolution, you can mention the location of the non-working Bitcoin ATM on social media and/or use one of the methods on the Contact page. We'll address it immediately!

My transaction is "stuck" — it was not included in the first block

Due to unusual network issues, the standard fee was likely too low for the transaction to be included in the first block.

This frustrating issue stems from the nature of blockchain technology. Given our experience in resolving such issues, we are ready to assist in various ways, although in 95% of cases, simply waiting 1–4 days is sufficient.

If you have made a purchase, we can expedite the transaction upon request. However, in that case, a higher fee is charged to the miners. We do not deduct this fee.

If you have made a sale and the double-spend option is available in your e-wallet, we encourage you to use this option to speed up the transaction; however, in this situation, our system will first automatically block the transaction. We will need to manually unblock it so that you can withdraw cash. Therefore, please notify us promptly if you use the Double Spend option.

If the steps outlined here or in the video guide do not resolve the issue, please contact us. Please include the transaction ID in the subject line.

Bitcoin ATM doesn't have enough cash to cover the amount I wanted to withdraw

Bitcoin ATMs regularly, but contacting us via one of the methods listed on the Contact page may speed up the process at the specified location.

If you discovered that there was insufficient cash while scanning the withdrawal code, the Bitcoin ATM will ask you to choose one of three options:
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- return the cryptocurrency to the specified address
- return the cryptocurrency to the source address, i.e., the one from which it was sent.

Do not select this option if you sold cryptocurrency to us via an exchange or if you have a variable address in your wallet. Keep the deposit code.

The Rothbard Transaction Status page shows that the transaction is currently being confirmed in the block, while Etherscan shows that the funds have already been credited

Sometimes the transaction status update is delayed. If the problem persists for more than 1-4 days, please contact us. We will resolve the issue.

Bitcoin ATM did not print a receipt with a QR code due to a lack of paper

Please contact us by email, including the transaction ID in the subject line. We will send you an electronic receipt.

I want to cancel the transaction

The key feature of blockchain described by Satoshi Nakamoto in the first paper on this technology is that, unlike other financial systems, transactions on the blockchain are absolutely irreversible. Because Bitcoin ATMs operate on the blockchain, reversing a transaction is impossible.

What is the average transaction confirmation time?

In 95% of cases, transactions are confirmed within a few minutes.

In the remaining 5% of cases (i.e., when the miner fee was set too low at the Bitcoin ATM), transaction confirmation may take several days.

To save you time, we’ll help you unblock your transaction, even if it’s due to a low miner fee or other issues. To do so, please contact us.

I've been waiting a long time for the transaction to be posted. What should I do?

When making a transaction at a Bitcoin ATM, you set the fee for miners using the on-screen slider. The higher the fee, the faster the transaction will be processed. The average fee is about $2. It is paid to miners around the world.

In 95% of cases, long wait times are due to an insufficient fee paid to miners. If you’re in a hurry, or if more than 2 days have passed, please contact us with your transaction ID and a description of the issue. We may be able to resolve it more quickly.

What is a miner's fee?

Miner fees are universal mining fees charged worldwide for every type of transaction on the blockchain. They average $2, although many cryptocurrencies do not charge them. These fees cover the computational power required to verify transactions on the cryptocurrency network. Mining fees are paid to a miner or computer anywhere in the world that performs the work to verify the next block of transactions added to the blockchain.

The speed at which your transaction is confirmed will depend on the miner fee you set in Bitcoin ATM using the slider.

The transaction already has many confirmations and several days have passed, but the status of my transaction still does not allow me to withdraw from the Bitcoin ATM

We apologize for the inconvenience. Please Contact us via one of the contact methods we provide. Include the transaction ID in the message subject.

What is AML?

AML (Anti-Money Laundering) refers to measures to prevent money laundering. It is one of the legal requirements when operating a business in a country that is a member of the European Union. Legal regulations related to AML are described in the Directive on Anti-Money Laundering and Countering the Financing of Terrorism and the relevant transposed national law. Read more on Lex Europa.

What should we prepare to unblock our transaction when AML procedures compliant with the 5th AMLD are applied?

To unblock a transaction, please contact the Customer Support Team using one of the methods described on the Contact page or call the number shown on the Bitcoin ATM's casing. Before calling, please have the following information ready:
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1. a photo of the receipt/transaction number,
2. the date, time, and location of the transaction,
3. a scan/photo of both sides of your ID—driver’s license, passport,
4. an explanation/answers to the following questions:
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- why you wanted to make the transaction,
- who you were sending the currency to,
- what you know about cryptocurrencies and how the blockchain works,
- are you aware that institutions and banks do not accept cryptocurrency payments,
- were you forced to make the transaction,
- which code to scan at which stage

The printout shows two codes: the top QR Code and the bottom Barcode. The first—the QR Code—is used to deposit cryptocurrency to an address so you can withdraw cash in your local currency at the Bitcoin ATM. Confusing these codes is a common issue, hence the last question.

The second (the Barcode) is used to withdraw the verified funds in local currency. This means you scan the QR Code with your phone to make the deposit, and you scan the Barcode at the Bitcoin ATM's scanner to receive the funds after conversion.

Why was my money blocked and on what legal basis?

If your funds were blocked during a transaction, this is most likely because the administrator is required to carry out an AML procedure mandated by the government. The law obliges the administrator to review suspicious transactions. You should not worry if the funds come from a legitimate source. We will complete the transaction you started or return the funds as soon as possible.

How much is the limit after which I have to scan my ID?

The limits are set by the government of the country where you are located. You can check the current KYC limits on the information bar at the very top of the homepage.

What information is needed to clarify and unblock a transaction under AML regulations?

Transactions blocked as a result of the AML procedure are rare, since the AML verification is usually successful immediately—as soon as the ID document is scanned using the scanner located below the screen (the white component). The transaction may have been blocked because the ID was held on the scanner for too short a time or because the second page of the ID was not scanned. In this case, follow the instructions below.

To resolve a blocked transaction, contact customer service via the contact page or call the number displayed on the device.

Before contacting us, please have a photo of the confirmation or the transaction number, the date, time, and location of the transaction, as well as a photo or scan of both sides of your ID, such as an ID card or passport.

Customer service may ask about the purpose of the transaction, the recipient of the funds, your knowledge of cryptocurrencies and blockchain, your awareness that banks and financial institutions do not accept cryptocurrency payments, any influence others may have had on your decision, and which code to scan at a given stage.

There may be two codes on the confirmation. The top QR code is used to deposit cryptocurrency or complete the step indicated by the system. You scan it with your phone to proceed and receive the code needed to collect the funds.

The bottom barcode is used to withdraw the approved funds in local currency. In practice, you scan the QR code with your phone and the barcode with the Bitomat reader when collecting the money after the exchange.

At what amount do you need to scan your ID?

Document verification limits are based on applicable regulations. The current KYC thresholds are displayed in the information at the top of the home page.

Why might the transaction have been suspended, and on what grounds?

A hold on funds usually indicates additional AML screening. The operator has a legal obligation to analyze transactions that require clarification or pose an elevated risk.

If the funds come from a legitimate source and the transaction raises no further concerns, the issue can be resolved after verification. Depending on the situation, this can take anywhere from a few hours to a few days. Such cases are rare. Many holds are intended to protect customers from fraud, especially when there is a risk of funds being sent to someone impersonating another person or manipulating the customer.

Does the customer's statement alone guarantee that the transaction will be completed?

No. A customer’s statement, prior confirmation of intent, or pressure to proceed does not mean that the operator is required to execute the transaction. If, after analysis, the risk is deemed too high, the transaction may be suspended or canceled, even if the customer still wishes to proceed. The funds may then be refunded, and in certain cases, a 10% fee may be deducted.

When can 10% be deducted?

A 10% deduction may apply if a transaction is canceled due to suspected fraud, extortion, third-party influence, or increased AML risk.

The fee may cover case handling, transaction analysis, customer contact, additional verification, cancellation of the transaction, and processing of the refund. This is not an automatic fee. If, after review, the transaction is deemed secure, it may be processed normally, without the 10% deduction and without any additional fee for this reason.

What if the transaction is being carried out on behalf of someone else?

The transaction should be carried out by the person to whom the funds and the cryptocurrency wallet belong. The customer should act on their own behalf and use a wallet over which they have control.

If a customer is executing a transaction on behalf of someone else, the operator may refuse to process it. The operator may also require direct verification of the person to whom the transaction actually pertains, including video verification and an identity document. The exact procedure and scope of such checks are not publicly disclosed in order to avoid compromising security procedures.

Is it possible to buy cryptocurrency and send it to someone else's wallet?

No. Bitcoin ATMs to buy and sell cryptocurrencies exclusively through your own wallet, to which you have access and over which you have full control.

Sending funds to someone else’s wallet is not permitted for security reasons. Blockchain transactions cannot be reversed once executed, unlike some bank transfers or card payments.

Scammers often trick victims into buying cryptocurrencies and sending them to a specified address. They may pose as brokers, technical consultants, salespeople, acquaintances, representatives of investment firms, or people met online.

Common pretexts include an investment, an additional payment, unlocking an account, a quick opportunity, an overdue payment, or an urgent request for help. If someone asks you to purchase cryptocurrency at a Bitcoin ATM and send it to their wallet, there is a high risk of fraud. Do not carry out such a transaction. If the operator suspects that the transaction is being conducted on behalf of a third party, they may refuse to process it, request clarification, documents, or a written statement, classify the matter as high-risk, and, if necessary, report the information to the appropriate authorities.

Sending cryptocurrencies to a wallet belonging to another person generally has no rational justification in a standard customer transaction, yet it is one of the most commonly used methods by fraudsters. Therefore, even if, exceptionally, a customer claims to have a legitimate reason to send funds to someone else’s wallet, the operator is obligated to block such a transaction, as this helps prevent a large number of actual fraud attempts and protects customers from losing their funds.

Security procedures may also include additional verification and a fee to cover the costs of such service.

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