Frequently Asked Questions

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 xcoins.com 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.

What currencies do you accept?

We accept US dollars (USD), Euros (EUR), British pounds (GBP), Canadian dollars (CAD), Australian dollars (AUD), and Turkish lira (TRY).

Please note: your bank may charge you an additional fee for exchanging your currency if you buy on Xcoins using another currency. We don’t have any control over this.

How do I buy Bitcoin and other cryptocurrencies at Xcoins?

Buying cryptocurrency at Xcoins, whether it’s Bitcoin, Ripple, or one of the many others available through our crypto exchange, is quick and easy.

Step 1: Just sign up, upload your verification documents and open your account. It’s a straightforward process with Xcoins.

Step 2: Click “Buy”, choose the coins you want to buy and how many, then enter your wallet address and your payment details.

Step 3: Click “Buy now” (we may request additional documents. Please check Notifications in your account). We’ll send your coins to your wallet within 15 minutes of payment approval by the Xcoins team.

How do I sell cryptocurrency?

To sell your cryptocurrency at Xcoins, simply follow the steps below.

Step 1: Sign up, if you haven’t already, upload your verification documents and open your Xcoins account.

Step 2: Click on the “Sell” tab if it’s not already selected, choose the coins you want to sell and how many, then enter your wallet address and the details of where you want them to be paid to.

Step 3: Click the “Sell now” button. We’ll send your cash or coins to your card within 15 minutes of payment approval.

How can I get in contact with Xcoins?

Email: [email protected]

Phone:

US: +888 71COINS
International: +1 (305) 946 1796

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 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.

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.

What payment methods do you accept?

Our payment options include Mastercard or Visa debit/credit card, SEPA bank transfer for customers living in the EU, Faster Payment bank transfer for those based in the UK as well as instant transactions using your Google Pay or Apple Pay. We can also accept prepaid cards and virtual cards, as long as they have 3-D Secure (Verified by Visa and MasterCard SecureCode). You must ensure that the credit or debit card is yours – you cannot use a card that belongs to someone else. We do not accept PayPal.

Can I buy Bitcoin online with a debit card or credit card?

Yes, you can use your debit or credit card to buy Bitcoin or any other cryptocurrencies we offer at xcoins.com (as long as they have the Mastercard or Visa logo). It’s a simple and secure process:

Select which cryptocurrency you want to buy. We offer:

Choose how much you want to purchase and click the buy button.
Enter the wallet address (please ensure that you own this wallet).
Enter your payment details (if this is an unsaved card, you will need to include your address).
Click ‘Buy now’.

You may need to pass 3D secure, depending on your bank or card supplier.

What is the difference between "normal" and "fast" when purchasing?

If you select the “fast” option, the coin delivery will be initiated immediately once your transaction has been cleared by customer support. It’s “fast” because the order is processed individually and not in a batch.

With the “normal” option, the coin delivery will usually be initiated within 15-30 minutes and no later than one hour. Because a “normal” order is sent in a batch with other orders at the same time, it takes a bit longer.

You can choose either the “fast” option, which has a slightly higher fee, or “normal”, with its lower fee. It’s entirely up to you.

Why was my transaction declined?

A crypto transaction can fail to go through for a variety of reasons. Most commonly because:

Your payment was declined by your bank (card issuer). If this happens, please contact your bank’s customer support for help.
The 3-D authentication fails. This is the Two-Factor Authentication layer that a lot of banks now use to ensure your money is safe. If this security layer is not passed, then your funds stay in your bank account.
There are insufficient funds in your account.

In the event that your transaction does not go through but you see the payment on your bank card, don’t worry, you’ll never be charged by xcoins.com for a failed order. The funds should be cleared for use again within a day or two.

If you’ve tried different cards, but your order repeatedly fails, you should contact our support team at [email protected].

How is my crypto purchase confirmed?

This is the typical process for a crypto order at xcoins.com:

You place your order for a cryptocurrency with xcoins.com.

Your purchase is approved by the xcoins.com team and your funds are paid.

Within minutes the transaction appears on the blockchain – you can trace this by entering your wallet address here.

The miners of the blockchain verify that your transaction is real.

Once this is confirmed by a number of miners, the transaction is accepted on the blockchain. At this point, you’ll have access to the coins in your wallet. They’re all yours!

Crypto rates and fees

How does Xcoins lock in your crypto rate?

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.

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?

t’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.

How does the 0% card fees work?

On your first purchase at xcoins.com, you can skip the card processing fees when you pay with your debit or credit card. So whichever cryptocurrency you buy, the card processing fee will be 0% instead of the standard 3.9%.

Affiliate program

What is the affiliate program and how do I join?

The xcoins.com affiliate program lets every registered user participate in our referral program and earn 25% of xcoins.com 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.

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 xcoins.com?

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:

Does my ID have to match my country of residence?

It doesn’t matter if you don’t live in the same country as that displayed on your ID documentation. As long as we’re able to do business with your country of residence or US state, you should be able to use your ID documentation to open an account with Xcoins.

How can I ensure the verification process goes quickly and smoothly?

To get verified quickly and your account up and running with the minimum of fuss, here are a few things to keep in mind:

Before attempting to open an account with Xcoins, check that you’re residing in one of the countries or US states we operate in. You can see a full list here.

To pass our verification process, you’ll need to provide a high-quality image of your ID. Please check here to see a list of ID documents Xcoins can accept.

Make sure the photo of your ID:

Is clear and readable. Every piece of writing must be easy to read.
Has a recognisable portrait of the applicant.
Is in the original colours, with no editing used.
Is not in black and white.
Has been taken in a properly lit setting but with no glare. Turn off flash or remove from direct light.
Has all four corners of the document visible, and that both sides (front and back) have been photographed.
Is valid, and your ID document is within its expiry date.

We don’t recommend using a webcam, as they’re normally poorer quality than a camera, smartphone or scanner.

The personal information provided when you sign up should include:

Your country of residence (the country you’re currently living in).
Your nationality (the country shown on your passport).
An actual address and not a PO Box address (we can make an exception for countries that don’t use street addresses, such as the UAE). If you don’t have a zip code (postcode), simply enter “NA” in the field instead.

What happens once I’ve submitted my ID documents for verification?

Our dedicated team is available 24/7, and once you’ve uploaded your documents, we’ll get started on the verification process within a few minutes.

If you’ve not heard from us or have any questions about verification, please feel free to reach out at [email protected].

Why can’t I access my new Xcoins account?

You need to activate your Xcoins account when you sign up. To do this click on the link in the email we sent you. If you can’t find this email, please check your spam folder.

Why aren’t I receiving emails from Xcoins?

If you’re not receiving emails from Xcoins, check your spam folder. If you find our emails there, mark them as not spam so they go straight into your inbox.

Please contact Customer Support at [email protected] if you’re still not receiving emails from us.

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].

How can I track the status of my transaction?

It’s easy to check the progress of your crypto transaction. Simply head over to the Blockchain Explorer and enter your wallet address in the search bar.

My purchase was successful. How long before I receive my crypto?

Once approved by the xcoins.com team, all orders are sent immediately to the wallet address you specified. You can track your order using the TXID link found under your order history.

Please keep in mind that once your order is sent, it still needs to be confirmed on the Blockchain, and although each block usually takes just 10 minutes to mine, delays can result in longer waiting times.

What is a wallet address?

When you buy cryptocurrency at xcoins.com you’ll need to input a wallet address. This is your public key, where the transaction is sent to. We’ll ask you for this when you buy so we can send you your cryptocurrency.

How do I get a wallet address?

You can create your crypto address for free here, or create a wallet using a cold wallet (e.g. Trezor, Ledger) or hot wallet provider (e.g. Exodus).

Security

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.

What is 2FA - Two Factor Authentication?

Two-factor authentication is where the user is required to present two pieces of evidence to gain access to their account.

2FAs are used to ensure a higher level of security, keeping your accounts, and wallets, safe.

What is 3-D Secure?

3-D Secure is an additional security measure for online credit and debit transactions. It enables you to authenticate yourself with your card issuer when buying online. This extra security layer prevents unauthorised transactions and protects you from fraud.

Didn’t find the answer to your question? Let us know!

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