Support

Frequently asked questions

How long do deposits take to appear?

Send funds to the address shown for your chosen asset and network, then submit the transaction ID. Deposits are credited after the required number of network confirmations and a review of the on-chain transaction. Most are credited within an hour.

I sent funds on the wrong network. What now?

Open a ticket immediately with the transaction ID and the network used. Recovery is not always possible — funds sent to an address on an unsupported network may be permanently lost.

Why is my withdrawal under review?

Withdrawals are risk-scored on amount, destination history and recent activity. Requests above the review threshold, or to a new address, are held for a compliance check. Funds stay locked in your account until the request is approved or cancelled.

When do buy and sell orders settle?

Orders are placed at a quoted price with fees shown before you confirm. Sell orders debit your asset immediately and settle to your payout method after review. Buy orders credit your asset balance once payment is confirmed.

Is the Earn rate guaranteed?

No. Earn is a promotional programme with a variable rate that can change or end at any time. It is not a deposit account and is not insured. See the Earn programme terms for full details.

What do I need for verification?

Your legal name, date of birth, residential address, and a government-issued photo ID plus a selfie. Verification is required before withdrawals and fiat settlement.