FAQ
Cryptocurrency is a digital or virtual form of money that uses cryptography for security. Unlike traditional currencies, it operates on decentralized networks (blockchains) and is not controlled by any government or central authority.
Bitcoin is an open source project, with no official entity controlling the Bitcoin network. Anyone can review Bitcoin’s code and propose changes. There are many compatible versions of Bitcoin network software, but a distribution of the software known as “Bitcoin Core” is currently the most widely adopted and provides the de facto standard for the Bitcoin protocol.
Bitcoin mining is the mechanism by which participants on the Bitcoin network reach consensus regarding the next block of transactions to add to the Bitcoin blockchain. For each new block, certain people called “miners” race with one another to find a solution to a cryptographic puzzle. The first miner to find a solution gets to propose the new block of transactions to the entire network. As a reward, the winning miner of the block gets newly created bitcoin. Thus, mining is also the process by which new bitcoin are introduced into the system.
There are currently thousands of cryptocurrencies in existence. Many of these have only a very small following, while some, like bitcoin and ether,1 have a large number of users and investors.
Bitcoin is a digital asset that can be transferred among participants on the Bitcoin network on a peer-to-peer basis. The Bitcoin blockchain is a ledger of bitcoin transactions that takes the form of a chain of blocks. Each block contains a collection of bitcoin transactions. Copies of the Bitcoin blockchain exist on thousands of computers across the Bitcoin network.
Cryptocurrency legality varies by country. Some nations like the US, EU, and other 56 countries regulate it, while others (like China) have banned or restricted it.
Bull market – Prices are rising, optimism is high.
Bear market – Prices are falling, pessimism dominates.
Unlikely soon, but crypto is gaining adoption for payments, and smart contracts.
Customer Support
How do I deposit cryptocurrency?
To deposit crypto: 1) Go to 'Wallet' → 'My Address', 2) Select the cryptocurrency, 3) Copy the deposit address or scan the QR code, 4) Send funds from your external wallet. Always confirm the network matches.
Why is my withdrawal pending?
Withdrawals typically process within 30 minutes but may take longer during network congestion. We perform security checks which may delay processing. You'll receive email confirmation when completed.
What are the trading fees?
Our standard fee is 0.1% for makers and 0.2% for takers. Fees decrease with higher 30-day trading volumes. Holding our platform token can provide additional fee discounts.
How do I enable 2FA security?
Go to 'Security' in your account settings. Download an authenticator app (Google Authenticator or Authy), scan the QR code, and enter the 6-digit code to enable two-factor authentication.
Why can't I place an order?
Common reasons: insufficient balance, price outside allowed range, or trading suspended for maintenance. Check your available balance and ensure you're not trying to trade during settlement periods.
How long does verification take?
Standard verification typically takes 1-3 business days. For expedited processing, ensure your documents are clear, valid, and show all required information. You'll receive an email notification once verification is complete.
What cryptocurrencies do you support?
We support Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC), Ripple (XRP), and over 350 other major cryptocurrencies in the main app and over 4,000 tokens through the Onchain wallet. Check our 'Markets' page for the complete list of supported assets and trading pairs.
How do I reset my password?
Click "Forgot Password" on the login page, enter your registered email, and we'll send a reset link. The link expires in 2 hours for security. If you don't receive the email, check your spam folder.
What are the withdrawal limits?
Limits vary by verification level: Level 1 (unverified): $1,000 daily; Level 2 (basic): $10,000 daily; Level 3 (enhanced): $100,000 daily. Corporate accounts have custom limits based on business needs.
Is my account insured?
We maintain comprehensive insurance coverage for digital assets held in our custody. The policy covers losses due to security breaches, employee theft, and third-party hacks. Personal accounts are covered up to $250 million in aggregate.
How do I contact customer support?
You can reach our 24/7 support team via: Live chat in the app. For urgent security issues, use the "Emergency" option in your account settings.
What happens if I send crypto to the wrong address?
Unfortunately, cryptocurrency transactions are irreversible. We cannot recover funds sent to incorrect addresses. Always double-check addresses before sending, and consider sending a small test transaction first.
Do you offer staking services?
Yes! We offer staking for multiple Proof-of-Stake cryptocurrencies with competitive APY rates. Visit the 'Earn' section in your account to see available staking options, lock-up periods, and estimated returns.
What security measures do you have in place?
We employ multiple security layers: 98% of assets in cold storage, DDoS protection, SSL encryption, mandatory 2FA, withdrawal address whitelisting, and regular third-party security audits. We've never been successfully hacked.
Can I cancel a transaction?
Deposits and withdrawals cannot be canceled once initiated as they are blockchain transactions. Open orders can be canceled from the 'Open Orders' section before they are filled. Market orders execute immediately and cannot be canceled.
Do you report to tax authorities?
We comply with all applicable regulations. In jurisdictions requiring reporting, we provide necessary transaction data to tax authorities. We also offer tax reporting tools in your account to help calculate capital gains/losses.
What is the minimum deposit amount?
Minimum deposits vary by cryptocurrency. For Bitcoin, the minimum is 0.001 BTC. For Ethereum, it's 0.01 ETH. Check the 'Deposit' page for specific minimums for each supported cryptocurrency.
How do I set up recurring buys?
Navigate to 'Recurring Buys' in the trading section. Select the cryptocurrency, amount, frequency (daily, weekly, monthly), and payment method. Your recurring buys will execute automatically according to your schedule.
What happens if the exchange goes offline during trading?
In the rare event of downtime, all open orders remain intact. When service is restored, trading will resume normally. We maintain 99.9% uptime and provide advance notice for scheduled maintenance via email and app notifications.
Are there fees for inactive accounts?
We do not charge inactivity fees. However, accounts with zero balance and no activity for 24 consecutive months may be subject to archival. You can reactivate an archived account by contacting customer support.
Can I use the platform outside my home country?
You can access your account from most countries, but certain services may be restricted based on local regulations. Always check our 'Supported Countries' list before traveling. Trading from restricted jurisdictions may result in account suspension.
How do I download my transaction history?
Go to 'Reports' in your account settings. You can generate CSV reports for specific date ranges covering trades, deposits, withdrawals, and transfers. Reports are available for download for up to 5 years of transaction history.
