For the convenience of our customers, we have outlined below some guidelines on the resolutions of virtual asset (VA)- related customer concerns or complaints:
1. Concerns related to buying, selling and converting virtual assets
Customers can buy and sell virtual assets in the Coins.xyz platform. Given the volatility of virtual asset prices, the rates or the fiat value may differ from what customers are expecting.
In order to educate customers about the risks involved in virtual assets, the Coins.xyz Help Center has an extensive section on the basics of cryptocurrency and the conversion rates used in Coins.xyz.
2. Concerns related to sending and receiving virtual assets
The processing time for sending or receiving depends on the specific asset that customers transact.
All incoming transfers to Coins.xyz accounts are credited to customers’ wallet addresses if it has a valid transaction hash and if it has reached the required number of confirmations. Here is the list of required confirmations per virtual asset.
For outgoing transfers, Coins.xyz posts the transactions in the network in a timely manner. However, it is important to note that processing of these transfers would depend on the blockchain activity and how soon miners can process posted transfers.
For concerns regarding specific virtual assets, customers can check the Help Center section that is relevant to their virtual asset transfer.
3. Erroneous virtual asset transfers
All virtual asset transactions are deemed final and irreversible. Because of this, customers are always reminded to be extremely careful in executing transactions.
Moreover, please note that cross-chain deposits are not supported by our platform. Learn more here about Cross-chain and Unsupported Network / Token Policies.
Conclusively, Coins.xyz adheres to the final and irreversible nature of digital currency transactions. If a customer sends funds to an erroneous Coins.xyz address or destination tag, we recommend reaching out to us through immediately through the following, and the Coins team will help with recovery under a best-effort basis:
4. Fraudulent reports and virtual assets
There is a dedicated Coins.xyz team handling extremely sensitive customer complaints related to fraud.
It is important that these complaints are reported to the Coins.xyz customer support channels at the earliest possible time for immediate assistance. Upon receiving the complaint, necessary actions will be done to ensure the security of the customer’s account. The Coins.xyz team will provide regular updates relevant to the reported fraud.
5. System downtimes, bugs or errors related to virtual assets
Scheduled and unscheduled downtimes that affect any Coins.xyz virtual asset services will be announced through official advisories.
Moreover, the Coins.xyz support team will release official advisories or notifications to customers if they have a transaction that has not been processed within the published SLA.
6. Feature Requests
The Coins.xyz team collates all suggestions raised by customers through our Coins Support Form available here.
Need help?
If you have any other concerns which are not answered above, please feel free to message us through the following:
Frequently Asked Questions
How to send cryptocurrency from your Coins.xyz account?
To send cryptocurrency from your Coins.xyz account, follow these steps:
1. Log In and Access Portfolio: Log into your Coins.xyz account, and navigate to the Portfolio tab. Select the cryptocurrency you wish to send (e.g., BTC).
2. Choose Sending Option:
- External wallet: Click the three dots next to the cryptocurrency and select Send.
- Coins account: For sending to another Coins.xyz account, select Send to a Coins Account.
3. Input Transaction Details:
- External wallet: Choose the network, enter the amount, and provide the recipient's wallet address. Ensure the network matches that of the recipient’s wallet.
- Coins account: Enter the recipient's registered email address or mobile number along with the amount.
4. Confirm Transaction: Review all transaction details for accuracy and click Confirm.
5. Complete Security Check: Enter all required verification codes under Security Check. The Confirm button will activate once all codes are correctly entered.
Important Note: Transactions are irreversible, so double-check all details before confirming. Transfers between Coins.xyz accounts are immediate, while external wallet transfers depend on blockchain confirmations.
How to deposit cryptocurrency to your Coins.xyz account?
To receive cryptocurrency to your Coins.xyz account, follow these steps:
1. Log In and Access Portfolio: Log into your Coins.xyz account and navigate to the Portfolio tab. Select the cryptocurrency you want to receive (e.g., BTC).
2. Select Network: Choose the appropriate Network for the deposit. Ensure that the network you select matches the withdrawal network of the sender to avoid loss of funds.
3. Obtain Wallet Address: You can either:
- Copy the wallet address displayed on the screen, or
- Scan the QR code provided for your receiving crypto wallet address.