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1. Handling customer care queries and response time:

Our aim will always be to respond to any relevant query you may have regarding our product, site and transaction flow.

Our team receives a fair volume of questions, suggestions as well as technical queries so our goal will always be to reply within 24 h. In some situations the response time be quicker whereas at times of peak, it will probably be more than 24h.

We are being honest and upfront with you because we want to keep it real with you FUTheads. We are gamers too and as impatient as you to receive a response and resolve your issue. We understand this is a source of anxiety and you have our commitment that we will always do our best to ensure your message does not fall on deaf ears.

And in order to help us help you, please simply reply with the necessary info detailed in point 2.

2. If you have any queries about FUTExchange, please reach out to us with the following details:

2.1. If it’s an Auction / Purchase / Sale query, please provide the following:

  • - Your FUTExchange email and User Id;
  • - Transaction Id + Time of Transaction (for the corresponding auction);
  • - Seller Id ( from the selling player);
  • - Buyer Id ( from the buying player);
  • - Your platform ( PC, PS, XBOX..);
  • - List of Players to be sold/bought ingame;
  • - Print screen of any bought/sold players;
  • - Print screen of confirmation email;

2.2. If it’s a Coin Buying / Selling query, please consider the following:

COIN BUYER: “I want to buy coins. What happens next?”

  1. - Choose an active auction to buy X FIFA Coins;
  2. - You Pay Y (USD) for X FIFA Coins;
  3. - You Receive email #1: Payment received + which FUT Cards / Players to select for SELLER to purchase;
  4. - You then Select the players to Sell for X FIFA Coins and submit your list;
  5. - Lastly you receive email #2: Transaction complete = SELLER submission is confirmed and verified;

!!! Transaction approved !!!


- Buyer pays Y (EUR/USD) to FUTExchange

- sells FUT Cards / Players (in game)

- receives X FIFA Coins (in game)

COIN SELLER: “I want to sell coins. What happens next?”

  1. - You Choose to sell X FIFA Coins and create an auction;
  2. - You Receive email #1: Auction Created email;
  3. - A buyer accepts to buy your X FIFA Coins for a fee;
  4. - You then Receive email #2: advising which FUT Cards / Players were selected by BUYER for ingame purchases & indication of 24H deadline to upload screenshots;
  5. - You then need to buy the players in the FUT Web App or ingame and TAKE and SUBMIT screenshots submitted for approval (FUTExchange);

!!! Transaction approved !!!


- Seller is paid Y (EUR/USD) by FUTExchange

- Sells X FIFA Coins (in game)

- buys FUT Cards / Players (in game)

CAVEATS: “Failure to uphold the trading flow. What happens next?”

If the Coin Seller fails to buy players in game, then this prevents the Buyer from getting his coins. This also means that the buyer will need to be refunded. As such we’ve put in place a system of 3 strikes. Should any customer repeat this offense thrice, FUTExchange will have no choice but to ban the offender in question.

3. Seriously guys… are you scammers? DISCLAIMER: we are not!

First of all, allow me to allay any fears. We are not scammers. Let me repeat that one more time:

We are not scammers.

We are a legit site with a legit payment processor that keeps us on a very tight rope with regards to honouring our commitments towards our users, so we are not scammers.

Also, scammers are not upfront about the way they do things. They are shady and don’t tell you much.

Everything is out in the open here, without any subterfuge.

We are gamers, for gamers.

If you think you’re the only ones who want to have coins more easily and grace your teams with incredible players or make money on the side, and while doing something that you love?

Which for us is FUT, of course. You are not. Although in different sides, our aim is the same.

To enjoy great moments of happiness while playing this game.

4. How Payments work and why are they in a weekly basis?

The site FUTexchange follows a weekly payment model which we will break down below:

Weekly Billing Period

The weekly billing period begins Monday at 00:00 midnight UTC and ends Sunday at 23:59 UTC. All Reports in FUTexchange are based on this standardized timing

On Monday starts the 3 day review period ( banks closed on weekends). Our payment processor reviews the transactions that occurred during the week to ensure that those payments are legit. This serves to protect both us and the players who trust our site.

Following this 3 day period and once all checks are done, we start paying the coin sellers and affiliates on Wednesday 12 noon UTC. Given that this is made via PAYPAL, it usually goes through in under 24h.
The coin seller receives the total amount of revenue for that week.


Security Period

The security period applies to all refunds on all auctions. It gives FUTExchange time to process and clear the payments, and resolve any disputes, before funds are released to the players.

A refund for a cancelled auction which was originally made using a credit or debit card may take up to five days to show on your credit/bank statement but typically appears in 24-48 hours depending on your bank.

5. Tips for submitting players

When you as a coin BUYER provide the list, remember that, the number of player cards you provide, will have a direct impact on the success rate of your auction.

Although we won’t impose any limitations other than those put in place by EA / FIFA / FUT, we have realized through your feedback, that players dislike when they have to purchase 50 cards from another player.

This, due to timeout issues. And the obvious hassle that it is.

So in order to mitigate this scenario, take this into account whenever possible. We are not saying that you can’t do it, but think of it as going to the shop and paying with a bill versus paying with cent coins.

One way to circumvent this issue is to use fewer, but more expensive cards, with a higher price range, which we understand is not ideal.

In any case remember that FUTexchange is from gamers to gamers, so if we can all make life easier for each other, then lets!

6. I bought coins, but I can’t see my purchases. Where are my coins?

Please reach out to our customer service and provide us with the information requested below and we’ll be glad to help out.

  • - Your FUTExchange email and User Id;
  • - Transaction Id + Time of Transaction (for the corresponding auction);
  • - Seller Id ( from the selling player);
  • - Buyer Id ( from the buying player);
  • - Your platform ( PC, PS, XBOX..);
  • - List of Players to be sold/bought ingame
  • - Print screen of any bought/sold players;
  • - Print screen of confirmation email;

Why could this be happening?

Although we do our utmost to ensure there are no issues, we are always dependent on our fellow players to ensure the transactions run smoothly.

This of course is highly human dependent, given that if one fails to see the email straight away, the process will linger. The seller has 24h to upload screenshots of the players you selected for him to buy ingame. Once he does, you get the coins straight away.

Off course we all want this done ASAP, however this is a process, a deal, that hinges on both parties following through on their end of the bargain. Hence why we have implemented the Buyer/Seller review.

In any case, once the 72h for the auction are up, the funds are returned if the transaction did not go through to completion. The refund is made via Paypal to your Paypal account so please ensure that the payment email is added on your account settings. The refund itself can take from 5 to 10 working days depending on your bank and initial method of payment.

7. Refund request (If coins not received and automatic refund wasn’t correctly issued):

Please reach out to our customer service and provide us with the information requested below and we’ll be glad to help out.

  • - Your FUTExchange email and User Id;
  • - Transaction Id + Time of Transaction (for the corresponding auction);
  • - Seller Id ( from the selling player);
  • - Buyer Id ( from the buying player);
  • - Your platform ( PC, PS, XBOX..);
  • - List of Players to be sold/bought ingame
  • - Print screen of any bought/sold players;
  • - Print screen of confirmation email;

What do I need to know?

Once the manual refund is requested it takes 24h to be processed.

The refund itself can take from 5 - 10 working days depending on your bank and initial method of payment.

Please remember that the refund will be made to the same bank account / credit card which was used beforehand for the initial transaction.

What should I do If i’m not refunded after the 10 day period has elapsed?

Should the 5-10 day timeframe expire without you receiving your refund, please reach out to your bank in order to understand if there’s an issue on their side.

Should they claim there is no issue on their side, please get back to us with a bank statement / proof of purchase (POP). In order to be valid these must explicitly show:

  • Your Banking Institution’s branding;
  • Your full name;
  • The purchase made with FUT Exchange;
  • How much was paid;

To ensure a speedy resolution should this be the case, please ensure that the copies are sent in PDF and that the timeframe for the bank statement spans from the day of the purchase until up to 10 working days after the refund was issued.

8. I’m a seller and haven’t received my money yet. / Where is my money?

Please reach out to our customer service and provide us with the information requested below and we’ll be glad to help out.

  • - Your FUTExchange email and User Id;
  • - Transaction Id + Time of Transaction (for the corresponding auction);
  • - Seller Id ( from the selling player);
  • - Buyer Id ( from the buying player);
  • - Your platform ( PC, PS, XBOX..);
  • - List of Players to be sold/bought ingame
  • - Print screen of any bought/sold players;
  • - Print screen of confirmation email;

Why could this be happening?

As a seller, please remember that in order to receive your funds you must enter your paypal address in your profile settings.

In order for us to pay you, this address must be present otherwise when the weekly payment cycle drops you will not see the funds in the wallet.

9. IT issues / site not working / video not loading

Before contacting our services please attempt these minor troubleshooting steps to we can rule out any technical issue:

If none of this helps towards resolving your issue, please reach out to our customer service with a screenshot and a detailed explained of what happened when you got the error message so that we can replicate and investigate the situation further in order to fully resolve your issue.

10. Will I be banned for purchasing coins. Will I be banned/flagged by EA?

If you follow FUTExchange's directives to a tee, there’s no reason for this to happen.

11. I want to make money with FUTExchange. How can I do this?

Simply click the Affiliate/Sponsorships tab...

...and follow the instructions in the video:

And scroll down for more.