Frequently Asked Questions
Find answers to common questions about our support services
Account & Security
What should I do if I lose access to my account?▼
If you lose access to your account, immediately submit a support request with your account details. Our Account Recovery team will verify your identity and help you regain access. The process typically takes 24-48 hours.
How do I enable two-factor authentication (2FA)?▼
Go to your account settings, select Security, and choose your preferred 2FA method (SMS, authenticator app, or security key). We recommend using an authenticator app for maximum security.
What should I do if I suspect my account is compromised?▼
Immediately change your password and enable 2FA. Contact our security team right away. We can temporarily lock your account to prevent unauthorized access.
Transactions & Transfers
Why is my transaction pending?▼
Transactions can take varying amounts of time depending on network congestion, transaction type, and blockchain conditions. Most transactions complete within 30 minutes to 2 hours.
Can I cancel a transaction?▼
Once a transaction is confirmed on the blockchain, it cannot be cancelled. However, if it's still pending, we may be able to cancel it for you. Contact support immediately.
What are the withdrawal limits?▼
Withdrawal limits depend on your account verification level and method. Gold-verified accounts typically have higher limits. Visit your account settings for specific limits.
Technical Issues
The app keeps crashing. What should I do?▼
Try clearing your app cache, updating to the latest version, or reinstalling the app. If the issue persists, contact our technical support team with your device details.
I'm having connection issues. How can I fix them?▼
Check your internet connection, try switching between WiFi and mobile data, and ensure you're using the latest app version. If problems continue, submit a support request.
Why can't I see my recent transactions?▼
Refresh your account or clear the app cache. If transactions still don't appear, it may be a temporary sync issue. Our team can investigate this for you.
Payment & Verification
What verification levels are available?▼
We offer Bronze (basic), Silver (intermediate), and Gold (full) verification levels. Each level requires additional identity and financial information.
Why was my verification rejected?▼
Verification may be rejected if documents are unclear, outdated, or information doesn't match. Resubmit clear, current documents with matching information.
What payment methods do you accept?▼
We accept bank transfers, debit cards, credit cards, PayPal, and various regional payment methods. Availability depends on your country.
Still have questions?
Can't find the answer you're looking for? Our support team is ready to help.
Submit a Support Request