Frequently Asked Questions

Find out the details about Xcoins’ account management, trading, payment methods, verification, security and more!



What is Xcoins?

Xcoins is a leading cryptocurrency exchange platform where you can buy and sell crypto quickly and securely.


Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC), Ripple (XRP), Bitcoin Cash (BCH), and Dogecoin (Doge) are all available to exchange.

Is Xcoins legitimate?

Xcoins is a fully regulated crypto exchange. We’re licensed by the Malta Financial Services Authority (MFSA) and hold a Class 3 Virtual Financial Assets (VFA) Licence, so you can be sure your money is always safe and that you’re dealing with a legitimate company.


We’ve put all the necessary technical and organisational security measures in place to ensure that your funds, data, and personal information are protected against loss or misuse. The information disclosed to us is kept secure, accurate, up-to-date, and only kept for so long as necessary for the purposes of which it is used. 

What countries does operate in?

While we operate in most countries, as a regulated business, we undertake risk assessments on each country based on anti-money laundering requirements and other factors.


If you’re not sure whether we’re available in your country of residence or would like more information, please contact Customer Support.

Account and verification


How do I open an Xcoins account?

Opening an Xcoins account is quick and easy. Simply provide your email address and mobile number. Once these have been confirmed you just need to go through basic verification and you’ll be ready to start buying and selling cryptocurrency.


You can opt to go through a further ID verification process later if you decide you want to increase your daily/monthly transaction limits.

Why do you need to verify my identity?

Our verification process at Xcoins is standard practice in the financial sector and a requirement for regulators across the world. It stems from protocols known as KYC (Know Your Customer) and CDD (Customer Due Diligence), which are anti-fraud and anti-laundering measures. 


When you’re asked to verify your identity with ID, Proof of Address, or other registration documents, it’s a sign you’re dealing with a legitimate company.

What ID can I use for verification at

We accept the following documents as a form of ID:


For US citizens and residents:


  • US passport
  • Driver’s licence
  • State issued non-driver’s licence ID card


For citizens and residents of other countries:


  • International passport
  • Government-issued national identity card
  • Driver’s licence
  • Permanent residence card


Please note:


IDs must contain English/Latin letters.


Common documents we cannot accept include:


  • Proof of age cards 
  • Arabic language national IDs
  • College or University IDs
  • Gym membership cards
  • Transit IDs
  • Paper or laminated forms of ID
  • Black and white IDs

Buying and selling crypto


What is the minimum order amount?

Our minimum order size is $50 for ETH and BTC, $40 for XRP, and $30 for DOGE, BCH and LTC.

What are my purchasing limits?

As a licensed and regulated crypto platform, we’re required by law to verify the identity of our customers before they can start exchanging crypto. Everyone goes through basic verification when they first sign up at


We may ask for more documents depending on your total purchase amount, or other factors, as you continue using our website. If you would like to find out more, please contact Customer Support.

How do I increase my limits?

If you would like to increase your transaction limits, you’ll need to pass an enhanced verification (this involves providing information such as proof of address or proof of income, depending on the level you want to move to).


To upgrade to the next level, please log in to your account and select ‘Upgrade’. Alternatively, you can contact Customer Support, and we’ll take you through the upgrading process.

My orders


What does ‘Order Completed’ mean?

If you get this message, it means your order was successful, and your coins were dispatched to your wallet. You should have received them or will soon be receiving them, once the blockchain has delivered the coins.


You can easily check any transaction by entering your wallet address here.

What does ‘Order Cancelled’ mean?

If you manually cancel an order or ask us to cancel your order, you’ll receive this message. 


You’ll never be charged for a cancelled order. However, once the coins are sent to the blockchain, the order can no longer be reversed.

Why was my order cancelled?

There are several reasons why your order might be cancelled. These include:


  • The payment method used is not in your name.
  • A scam or fraudulent activity are suspected.
  • The verification call was not completed.
  • Requested documents were not received or could not be confirmed as genuine. 
  • You live in a country or state where the sale of cryptocurrency is not permitted. 


If you’re unsure why your order was cancelled or suspect unauthorised activity on your account, please contact us at [email protected]

Crypto rates and fees


How does Xcoins lock in your crypto rate?

When we receive your funds for buying crypto on Xcoins, we lock in the rate for you. This means you receive exactly the amount of coins you pay for. This is regardless of whether the market price shifts when you receive the coins in your wallet.


We do this because it’s simpler for you to get the coins you paid for. If we sent out coins based on a live market rate, you may get less or more coins than you originally ordered. We believe it’s fairer to lock the price in at payment.

What are the fees for purchasing from Xcoins?

At Xcoins, we’re fully transparent and don’t have any hidden fees. Any fees you’re charged will be displayed in the final step of your purchasing process, and it’s up to you to confirm if you want to place the order.


The fees we charge for buying cryptocurrency are typically around 4-6% of the total amount you purchase. If you’re paying with a credit or debit card there’s also a 3.9% card processing fee that’s added to the order but is always clearly displayed when checking out.


If you have questions about a particular order, just send us an email at [email protected].

What are Cash Advance and Exchange Rate fees?

It’s worth keeping in mind that sometimes your bank will charge hidden fees for transactions made at


Cash advance fee


On rare occasions, your bank or card issuer will charge a Cash Advance Fee for your crypto purchase. In Jan 2018, Visa and Mastercard decided to consider all cryptocurrency transactions as cash (MCC 6051), which is why sometimes your bank will decide that your payment is a Cash Transaction. You can read more about it here. Unfortunately, has no control over this charge, so if it happens you should contact your bank and ask them to refund the fee they charged you.


Be careful to avoid misunderstandings with your bank or they may accidentally file a payment dispute, which, if not managed properly, could damage your credit rating.


Exchange rate fee


Exchange rate fees are a lot easier to understand. Whenever money is exchanged by a bank from one currency to another, the bank takes a cut via a fee. If you hold money in Euros, make sure to purchase from in Euros, Dollars (USD) if you hold money in Dollars, and so on with all the currencies we offer payment in.



How do I change my password?

You can change your password by logging in to your account, selecting ‘Settings’, and following the instructions to change your password. 

I’ve forgotten my password. How do I reset it?

If you’ve forgotten your password and need to reset it, select the ‘Forgot password?’ option on the login page or click here.  


We’ll send you a link to your email address which will allow you to reset your password.

How can I create a strong password?

Your password should be as long as possible and a unique mix of letters (uppercase & lowercase) and characters (numbers & symbols) – not words.


Avoid the use of personal information, never use an old password and never reveal it to anyone. You should also consider changing your password regularly and using a password manager such as LastPass.

Affiliate program


What is the affiliate program and how do I join?

The affiliate program lets every registered user participate in our referral program and earn 25% of transaction fees for all lifetime purchases from each customer made via your unique referral link. You can find out more and sign up here.

What countries can I promote in?

You can promote in any of the countries where we’re active. Please contact your affiliate manager for more information.

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