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Search the questions below, filter by topic, or get in touch with the team. Most answers are already on this page.

Popular: verification payment declined selling crypto reset 2FA

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Verification & identity

Usually a few minutes once you've submitted your documents. If it's been longer, the most common causes are a blurry document photo or a name mismatch between your ID and your account details. You'll be notified as soon as it completes, and you can check the status in your account at any time.
A valid government-issued photo ID, such as a passport or driving licence. The photo needs to be sharp, all four corners visible, and the details must match the name on your account. If anything extra is needed for your region, the verification screen tells you exactly what to upload.
Because Xcoins is a licensed financial services provider, and regulation requires us to know who our customers are. It's the same reason a bank asks for ID. Verification protects your account too: it's what stops someone else transacting in your name.
The usual culprits: a photo that's blurry or cropped, a document that's expired, or details that don't match your account exactly. Retake the photo in good light with the full document in frame and resubmit. If it fails again, contact the team below and they'll tell you specifically what's blocking it.
No. Once your account is verified, it stays verified. You'd only be asked again if your details change, your documents expire, or regulation requires a refresh for higher limits.
Your documents are used for verification and handled under our Privacy Policy. We're required by regulation to verify identity and to protect the information we collect while doing it. We will never ask you to send documents over social media or chat apps; uploads happen only inside your account.

Payments & deposits

Most declines come from the card issuer, not from Xcoins. Check that your card supports crypto purchases, that the billing details match your bank's records, and that the amount is within your card's limits. If it keeps happening, trying another payment method or a quick call to your bank usually resolves it.
Credit and debit cards, Apple Pay, Google Pay, PayPal, Trustly, SEPA and Faster Payments. Availability depends on your region, and the checkout shows exactly which methods are open to you. The payment methods page covers each one in detail.
Card and wallet payments usually confirm quickly; bank transfers take longer because they move at your bank's speed, which can mean the next business day depending on the method and the hour you sent it. If a deposit has been pending well beyond that, contact the team with the reference and we'll trace it.
Yes. Limits depend on your verification level and payment method, and your current limits are always shown in your account and at checkout before you commit to anything. If you need higher limits, the account page shows what's required to unlock them.
Often what looks like a double charge is one settled payment plus one pending authorisation that your bank releases automatically within a few days. Check whether both lines are settled. If two settled charges do appear for one purchase, contact the team with both references and we'll put it right.
No. The payment method has to be in your own name and match your verified identity. That's an anti-money-laundering requirement, not a preference, and payments from third-party cards will fail or be reversed.

Account & security

Use the reset link on the sign-in screen for a forgotten password, and check you're using the email you registered with. If sign-in fails repeatedly with the right details, clear the browser cache or try another device before contacting the team, since that rules out the common causes.
You'll need to verify your identity with the support team before two-factor is reset and access restored. It takes a little time by design: that check is what stands between your account and anyone else claiming to be you, so it can't be skipped.
Use a strong, unique password, keep two-factor authentication on, and treat codes like cash: Xcoins will never ask for your password or a two-factor code by phone, email or chat. Anyone who does is not us. Be wary of lookalike sites and always check the address bar before signing in.
Change your password immediately, then report it using the urgent option in the contact section below so it's handled with priority. We can secure the account while it's investigated. The faster you flag it, the more we can do.
In your account settings. Sensitive changes, like the email on the account or your verified name, require an identity check first, which protects you from someone else redirecting your account.
Contact the team below and they'll take you through it. One thing to know upfront: even after closure, regulation requires us to retain certain records for a set period, so some information can't be deleted immediately. The Privacy Policy explains what and for how long.

Buying crypto

Three steps: create and verify your account, choose your coin and amount, and pay with your preferred method. Your exact quote appears before you confirm, and your crypto is delivered to your Xcoins Wallet. The how to buy guide walks through it screen by screen.
In your Xcoins Wallet, and the transaction shows in your account right away. If you'd rather hold it yourself, you can send it from there to your own wallet whenever you like.
Yes. Every coin divides into small units, so you choose the amount you want to spend and receive the equivalent fraction. Most people's first purchase is a fraction, not a whole coin.
The exact quote shown at checkout before you confirm; that number is the one that counts, and it includes any costs. Crypto prices move continuously, which is why the quote can differ slightly from a price you saw a minute earlier on a chart.
Almost always one of three things: the payment was declined, verification wasn't complete, or the quote expired before you confirmed. The order screen tells you which. Fix the cause, and the purchase goes through on the next attempt.
Every purchase shows your complete quote, including any costs, at checkout before you confirm. Nothing is added after the fact. For the full breakdown of how pricing works, see the Fees page.

Selling crypto

Selling happens in the Xcoins app: choose the coin and amount, confirm your quote, and the USD lands in your USD Cash Account. If you start from the website's Sell pages, they'll take you into the app to finish.
Selling is built into the app, where your wallet and USD Cash Account live together. The website shows you rates and walks you through how selling works, then hands you to the app for the transaction itself.
The exact quote shown in the app before you confirm the sale; that number includes any costs and is the amount that reaches your USD Cash Account. Crypto prices move continuously, so the quote is fetched fresh at the moment you sell.
Into your USD Cash Account in the app, at the quote you confirmed. From there you can hold it, use it for your next purchase, or withdraw it. The app shows your withdrawal options for your region.
The coins available on Xcoins. The app shows the current list on the sell screen, and each coin's page on the website shows whether selling is supported for it.

Xcoins App

The app is currently available in the United States, with the EU rollout coming soon. The Xcoins web platform is available in additional jurisdictions, so you can buy on the web even where the app hasn't launched yet. This page is kept current as availability expands.
From the App Store for iPhone and Google Play for Android. Search for Xcoins or use the links on our app page, and sign in with your existing account. Only ever download from the official stores.
No. One Xcoins account works across the website and the app, with the same verification. Sign in on the app and your wallet is already there.
Buy crypto, sell it for USD, manage your Xcoins Wallet, and hold or use the balance in your USD Cash Account. Selling and the Cash Account live only in the app, which is why the website hands you there for those.
Yes, the app is free to download and there's no charge for having an account. Costs only arise when you transact, and any transaction shows its complete quote before you confirm.

Wallets & transfers

The wallet built into your account, where crypto you buy is delivered and held. It's a custodial wallet, which means Xcoins secures it for you, and you access it with your account sign-in rather than a seed phrase. The wallet pages explain how it compares with holding your own.
No. The Xcoins Wallet is custodial: we hold the keys and secure the crypto for you. If you prefer holding your own keys, you can send your crypto from the Xcoins Wallet to any non-custodial wallet you control, at any time.
From your Xcoins Wallet, choose the coin, paste your wallet's address, and confirm. Check the address character by character before sending: crypto transactions can't be reversed, and a payment to a mistyped address can't be recalled by anyone, including us.
It depends on the coin and how busy its network is. Typically minutes, sometimes longer during congestion. The transfer screen shows the current expectation for your coin, and you can track the transaction on the network once it's sent.
Usually no, and we won't pretend otherwise: transactions on the network are irreversible, and nobody can recall a payment to an address they don't control. Contact the team with the transaction details and we'll check whether anything is possible in your specific case, but the honest expectation is that funds sent to a wrong address are gone.
Small fees paid to the coin's network to process a transfer, not to Xcoins. They vary with network congestion and are shown before you confirm any send. The glossary explains how they're set.

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MiCA Licensed in Europe. Trusted since 2016, used in 100+ countries.

Xcoins is authorised by the Malta Financial Services Authority as a Crypto-Asset Service Provider (CASP) under MiCA. Rates are for information only and are not an offer or investment advice. Crypto prices are volatile, and the value of what you hold can go down as well as up.

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