Questions and Answers

Frequently Asked Questions

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How can I check the location, cash on hand, and hours of operation?

On the Rothbard map, select a location in Switzerland. Check the address, directions, hours of operation, cash balance, and online/offline status. Double-check this information before you leave. A location marked as “open” does not necessarily mean the machine is online, and the displayed cash balance does not constitute a reservation. You can find information about new locations in the Rothbard news section. · Map of machines in Switzerland · Rothbard News

How do I buy cryptocurrency at a Rothbard Bitcoin ATM?

Select a device on the Rothbard map and check its status and operating hours. Have your ID ready: Rothbard requires it to be scanned for every transaction. In your wallet, open the receiving address for the selected cryptocurrency and the same network indicated by the device. Scan the QR code for the address or enter the address manually if the screen offers this option. Follow the on-screen instructions to complete the purchase, verify the address and the final amount, confirm the transaction, and keep a printout. Use your own wallet; do not enter your private key or recovery phrase. · Rothbard Map

How do I set up a cryptocurrency sale in CHF?

When conducting a transaction at Rothbard, have your ID ready to be scanned. In the sales panel, select the cryptocurrency and supported network, review the summary, and then send funds from your wallet to the address specified for this order. Keep the withdrawal barcode. Check the order status to see if the cash is ready for pickup. Before visiting your chosen Rothbard ATM in Switzerland, check the cash amount and operating hours; at the machine, follow the instructions for verification and withdrawal. · Sales Panel · Order Status

Which code do you scan with your phone, and which one at the Bitomat?

Scan the QR code for the cryptocurrency deposit address—shown in the sell order or on the printout—with your phone to send the transfer. Scan the cash withdrawal barcode at the Bitomat machine when you’re ready to receive your cash, once the order is complete. When making a purchase, the QR code from your wallet displays the public receiving address. Do not confuse these codes with the TXID, which is the transaction identifier on the blockchain. Keep the cash pickup code to yourself.

Do I need to download the Rothbard app?

Rothbard does not require a dedicated app or a specific wallet. Choose a wallet that supports the cryptocurrency and the network available for transactions. This can also be a non-custodial wallet, where you manage the keys yourself. Download the app from an official source. When making a purchase, provide the recipient’s public address; do not share your private key or recovery phrase with the service or your device.

Where can I check the available cryptocurrencies, networks, and prices?

Use Rothbard’s current price table and the options available for your selected device or order. Check both the cryptocurrency and the network: the same asset name does not mean that different networks are compatible. Before confirming, compare the transaction summary with the address and network in your wallet. Asset lists or rates from other services do not replace Rothbard’s current terms and conditions. · Current Rothbard prices

Does the withdrawal code expire, and where can I pick up my CHF?

The Rothbard sales order barcode is valid indefinitely. The service described on Rothbard.eu applies to ATMs in Switzerland; do not assume that the code will work on a machine from another company or in another country. Before picking up your cash, check the order status, cash availability, and operating hours of the selected Rothbard machine. If in doubt, confirm the pickup location with Rothbard customer service. · Order Status · Contact Rothbard

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.

Can I enter my wallet address instead of scanning the QR code?

If your device’s screen allows you to enter an address manually, enter the public receiving address for the selected cryptocurrency and network. Double-check it before confirming. The receiving address is not a private key. Do not enter your private key or recovery phrase, and do not use a random QR code generator to bypass a scanning error. If the problem persists, describe the error message to Rothbard support. · Contact Support

The machine dispensed less cash than the transaction indicated. What should I report?

Report the discrepancy directly to Rothbard customer service. Provide the machine’s location, the date and approximate time, the expected amount and the amount actually received, and the transaction number, if you have it. Keep your receipt and describe the message displayed on the machine. In the photo, cover the withdrawal code and the QR code or barcode used to receive funds. A discrepancy in the withdrawal amount is different from the change that the machine cannot dispense in banknotes. · Report the issue to Rothbard

What should you do with an amount that cannot be paid out in banknotes?

If there is a remaining balance after the transaction that cannot be withdrawn in cash, keep the code and receipt. Contact Rothbard support to determine the available settlement method.

Do not send additional funds to the previous address without confirmation of instructions from support. The ability to combine codes or request a refund depends on the specific transaction, currency, and network fees.

If the device offers the option to select a withdrawal amount in CHF, follow the on-screen instructions. Before sending, check the final exchange rate, amount, and fees. Simply selecting an amount does not confirm that the withdrawal is ready.

What to do when Bitcoin ATM Rothbard doesn't work?

Check the status of the selected machine on the map, and provide Rothbard customer service with the location and any visible message. Indicate whether the machine has already accepted cash or whether the transfer has been sent. Keep the printout and any available receipts. Do not deposit money again for the same transaction or open the machine. The customer service team will determine the timeframe for resolving the issue after reviewing your report. · Rothbard Map · Contact Support

The transfer hasn't been confirmed yet. Should I send it again?

Do not send another payment to speed up the first one. Check the Rothbard transaction and the transfer in the explorer for the relevant network using the public TXID. The absence of a confirmation in the first block does not mean that the transfer needs to be resubmitted. The time required depends on the network and the number of confirmations needed. Before modifying the transaction in your wallet, consult with customer support regarding the next steps; such a change may affect payment recognition. · Rothbard Status · Contact Rothbard

The selected ATM is out of cash. What should I do next?

Before arriving, check your cash balance on the Rothbard map. If a problem arose at the time of pickup, keep the code and follow the on-screen instructions. Confirm the available refund or pickup method with Rothbard support. Do not select a refund to the source address if the deposit came from an exchange or if you are not sure that you still control that address. Do not copy refund instructions from another service into your Rothbard order. · Map and cash availability · Determine next steps

Why do the blockchain and the order status show different information?

Confirmation of a transfer on the blockchain and the readiness of a Rothbard order for withdrawal are two separate stages. Data may be updated at different times. If the transfer is confirmed but the withdrawal is still not ready, please report the public TXID, cryptocurrency, network, date, and message from the dashboard to customer support. Do not submit the cash pickup code as the transfer ID. · Rothbard Order Status · Contact Support

I don't have a receipt, or the machine didn't print one. How do I report the problem?

Contact Rothbard support and provide the information you know: location, date, approximate time, transaction type, and amount. Include the transaction ID or public TXID if you have them; do not guess any missing details. Ask them to verify the transaction and see if you can receive an electronic confirmation. In any photos you send, cover up the codes used to receive funds. · Contacting Rothbard

I want to cancel the transaction

A sent transaction cannot be automatically reversed using a button on the Bitcoin ATM. Before sending, check the address, cryptocurrency, and network. Contact Rothbard support to arrange for order cancellation or a refund; this does not mean that a confirmed transaction on the blockchain will be reversed. Keep the transaction ID and confirmation.

What is the average transaction confirmation time?

Processing time depends on the cryptocurrency, network conditions, the number of confirmations required, and the order status.

We do not provide a guaranteed processing time. Check the current order status and confirmations on the relevant network.

If you need help determining the next steps, please contact us.

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

Check the status of your order and confirmation in the relevant network explorer. The network fee amount may affect the confirmation time, but increasing it does not guarantee a specific timeframe.

Do not resend funds or modify the transaction without confirmation of the instructions. If you have any questions about the status, please contact us and provide the transaction ID, date, device location, and a description of the problem.

What is a miner's fee?

A network fee is associated with processing a transaction on the selected blockchain network. On the Bitcoin network, transaction fees go to miners. The amount and calculation rules depend on the network and current conditions; there is no single fixed rate in USD for all cryptocurrencies.

The network fee and the operator fee are different items. Before confirming, check the exchange rate, amount, and fees on your device’s screen, and when sending cryptocurrency, also review the fee preview in your wallet. Do not assume that every Bitcoin ATM or wallet offers the same method for setting it.

The transfer was confirmed a few days ago, but the withdrawal still isn't ready. What should I provide?

In your Rothbard report, include the public TXID and the network used, the transaction ID (if you have it), the date, the location, and the current dashboard message. Refer to materials you’ve previously submitted instead of resending them right away. Discuss next steps with customer support; the number of confirmations alone does not explain why the order was put on hold. · Contact Rothbard

What do AML and customer verification mean at Rothbard?

AML stands for anti-money laundering. At Rothbard, verification involves scanning an ID document for every transaction; in specific cases, customer service may request additional explanations and documents in accordance with the message for that order. Check the Rothbard website and your device’s screen for information on the current verification process. The requirements of another company or country do not supersede Rothbard’s policies. · Rothbard Information · Contact Regarding Verification

How do I file a report regarding a suspended transaction?

Have your confirmation or transaction number ready, along with the date, time, and location of the transaction. Contact Rothbard support via the contact page or the number on your device. Provide your ID and any additional details as instructed for this case. Describe the message you see and indicate which materials you have already submitted. Do not post the document or withdrawal code on social media. · Contact Rothbard

Why might the order have been put on hold?

The order may require additional AML verification or clarification of the transaction details. You should contact Rothbard’s customer service to determine the specific reason and the necessary next steps, providing the transaction number and the device message. Simply contacting Rothbard, submitting a customer statement, or sending a document does not guarantee that the transaction will be processed or that a refund will be issued immediately. · Check the status with Rothbard

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

According to Rothbard's current announcement, you must scan your ID for every transaction. Before your visit, check the latest information at the top of the homepage.

What documents and explanations might be required during an AML audit?

Rothbard’s customer service team may ask you to provide confirmation or a transaction number, the date, time, and location, a photo or scan of your ID, and an explanation of the purpose of the transaction and the recipient of the funds. If both sides of the document are required, scan them according to the user manual or device instructions. When you contact us again, please provide any missing information and refer to the materials you previously submitted. The QR code for the deposit address and the barcode for the withdrawal serve different purposes; do not submit the deposit QR code as the case number. · Contact regarding documents

At what amount do you need to scan your ID?

According to Rothbard's current announcement, you must scan your ID for every transaction. A small amount does not justify disregarding the verification instructions displayed by the device.

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 are used 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.