Help Centre
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), Dogecoin (Doge), Solana, (SOL), Binance Smart Chain (BNB), USD Coin (USDC), Tron (TRX), Fasttoken (FTN), Cardano (ADA) and Shiba Inu (Shib) are all available to exchange.
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.
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.
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.
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.
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
When we receive your funds 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.
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].
It’s worth keeping in mind that sometimes your bank will charge hidden fees for transactions made at xcoins.com.
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, xcoins.com 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 xcoins.com in Euros, Dollars (USD) if you hold money in Dollars, and so on with all the currencies we offer payment in.
Our Affiliate Program offers registered users a valuable opportunity to enhance their revenue by partnering with Xcoins. By promoting Xcoins to your audience, you can unlock substantial earning potential and grow your income stream. To learn more about joining our Affiliate Program and its exclusive benefits, please reach out to us here.
You can promote in any of the countries where we’re active. Please contact your affiliate manager for more information.
Crypto transactions can fail for several reasons, including:
- Your bank (card issuer) declined the payment—contact them for assistance.
- The 3-D Secure (Two-Factor Authentication) check failed, preventing the payment.
- Incorrect card details were entered.
- Insufficient funds in your account.
If your transaction didn’t go through but appears on your bank statement, don’t worry—you won’t be charged for failed orders. The funds should be available again within a day or two.
Need help troubleshooting a declined transaction? Check out our complete guide here.
If your order keeps failing despite trying different cards and confirming no bank restrictions, our 24/7 support team will be happy to help! Email them at [email protected].
Our minimum order size is the equivalent of $30 for Bitcoin and the equivalent of $20 for the rest of the cryptocurrencies that we offer.
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 xcoins.com.
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.
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.
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.
There are several reasons why your order might be cancelled. These include:
1. The payment method used is not in your name.
2. A scam or fraudulent activity are suspected.
3. The verification call was not completed.
4. Requested documents were not received or could not be confirmed as genuine.
5. 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].
The Travel Rule is a global anti-money laundering regulation introduced by the Financial Action Task Force (FATF). It requires Virtual Asset Service Providers (VASPs) or (under MiCA) Crypto Asset Service Providers (CASPs) like Xcoins to collect and share sender and recipient details for crypto transfers to help prevent fraud and financial crime.
To prevent fraud, Xcoins has implemented additional security measures for crypto transfers.
After adding a wallet address for purchasing crypto, customers will need to answer a few verification questions, such as the wallet owner’s details and the exchange where it was created. This step will not affect your purchasing process.
Our support team is here to help! If you have any questions about the Travel Rule or crypto transfers, you can reach us via live chat (available 24/7) or email us at [email protected].
