FAQ (Frequently Asked Questions)

2. Exchange

1. About the Coin24 service. Why can you trust it?

   The company has been providing services on the financial market since 2011. The quality of service and reliability of the Coin24 service at the moment can be confirmed by many satisfied customers, and positive reviews of the company are easy to find on the Internet from various sources. Cryptocurrency exchange Coin24.io also guarantees the protection of your personal data and confidentiality of transactions.

2. What is the service schedule?

   Online cryptocurrency exchange can be carried out at any time convenient for you 24/7/365, including at night, weekends and holidays for such exchange directions: purchase of cryptos, verified UAH card of any Ukrainian bank and withdrawal of cryptocurrencies to UAH of any Ukrainian bank. To transfer cryptocurrencies to cash, and vice versa, it is enough for you to make an order and wait for the manager to take it into processing, after which the details / address for payment will appear in the details of the order.

   • through the site's online chat (orders are processed from 8:00 to 00:00);
   • through the feedback form in the “Contacts” tab (orders are processed from 8:00 to 00:00);
   • by telegram contacts indicated on the site (orders are processed from 10:00 to 20:00);
   • to the email address info@Coin24.io (orders are processed from 10:00 to 18:00).
3. Order processing - how long does it take?

   Online purchase and sale of cryptocurrency is carried out in just a few minutes in automatic mode. Please note that the crediting speed for each cryptocurrency is different and depends on the required number of network confirmations!

   The withdrawal request is processed on a first-come, first-served basis, depending on the network load, but no longer than 24 hours. After carrying out any transactions with cryptocurrency, you are guaranteed to receive confirmation of the success of the financial transaction. In very rare cases, due to exchange peculiarities, there may be a slight delay in the transfer of funds, however, the loss of your digital assets is impossible. At least, if you encounter difficulties when working with the Coin24.io service, you can always contact the technical support of the service (options and methods of contact mentioned above).

4. Cryptocurrency to cash exchange - how does it happen?

   One of the main advantages of the service Coin24.io – this is an opportunity to exchange cryptocurrencies for cash.

   To do this, you need to: apply for an exchange, while choosing the city in which you want to buy / sell cryptocurrency, be sure to specify the telegram login to contact you or contact the manager in your city for the contacts of these telegrams in the corresponding section of the site.

5. How fast is the exchange?

   The exchange takes an average of 15 minutes to 1 hour, provided that:

   • The client paid for the order on his part;
   • The client has successfully verified the card (for orders paid by the card of any Ukrainian bank);
   • correctly indicated the address of the wallet/card;
   • the daily limit on the card has not been exceeded;
   • there are no failures in the operation of the exchange or the payment system, the operation of which is not affected by the Coin24.io service.
6. The number of transaction network confirmations for cryptocurrencies - what is it for?

   To avoid repeated spending of your funds, there is always a need to confirm transactions. The mechanism of working with cryptocurrency is such that as soon as you transfer money, they immediately enter the blockchain network for execution and inclusion in the block. And at the moment when the transaction is part of the found block, then there is a need to confirm the financial transaction. After that, your coins immediately become available for use. The speed of network confirmation is impossible to guess, as it is impossible to influence it. It depends on many factors, such as: workload, commission size, Internet connection speed, technical serviceability of the resource with your wallet, etc.

7. What is the fee of the service?

   All cryptocurrencies are unique, and each currency pair has its own commission percentage. In addition, the amount of your payment affects the amount of the commission. To find out the commission percentage beforehand, use the online calculator on the «Main» page: select the currency, the direction of exchange and click the "Exchange" button. The result will appear instantly.

8. Cryptocurrency exchange - how to do it?

   To carry out transactions, first of all, you need to register. Then you should open the Main page of the site, where you select the direction of the exchange and indicate the amount you want to receive during the exchange (the equivalent of fiat money or cryptocurrency). Then everything is also simple: click the Exchange button and an order will be created. After payment, you will be able to receive your funds to the specified wallet, account or at the cash desk.

9. Cryptocurrency rate - when is it fixed?

   The rate of cryptocurrencies is fixed at the moment when the funds are received on the exchange. Given the volatile rate of cryptocurrencies, sometimes there are situations when the price of a crypto can change even during the time you place an order or go through the card verification procedure. Therefore, the rate may differ from the rate at the time of creation and payment of the order. The rate for your transactions is fixed at the moment when the funds have already entered the exchange (in both directions).

10. Cryptocurrency exchange rate - why does it change so often?

    The rate of cryptocurrencies on the Coin24.io service always directly depends on the rate of international exchanges. For some cryptocurrencies, the rate changes almost every minute, for others it is much more stable. The course of cryptocurrencies depends on many different global economic factors, such as demand, the availability of cryptos on exchanges, the cost of mining, the activity of using them in financial transactions, cryptocurrency investors, etc. But at the heart of price formation on the exchanges there is a simple law - the ratio of supply and demand.

11. How to find out the status of an order?

    To view the orders you have already completed, go to your Personal Account and open the "orders" tab. The status of an order for the purchase or sale of cryptocurrencies is displayed at the stage at which it is currently located.

12. Exchange without registration of the order - is it possible to carry out?

    Cryptocurrency exchange operation without making an order for the Coin24.io service is impossible. The work of this site is based on the execution of a request and in the future - in the implementation of exchange operations. Therefore, for the purchase or sale of cryptocurrencies, it is first of all important to create an order so that we receive your request for an exchange.

13. order deleted - what should I do?

    The order is not deleted, it is deactivated. Do not worry about the deactivation of the order, because you will receive a refund of your own funds (including the commission costs of the system), as well as an e-mail message indicating the possible reason why the order could become inactive. In order to pay and complete the order, you have 5 calendar days (for cash orders) and 4 hours (for card purchases). This time is enough to complete this action. In any situation, when you have any difficulties in working with the service or additional questions, please contact the resource administration by sending a letter via the feedback form or via the telegram contacts listed on the site or by contacting the online chat for help.

14. The order was paid, but the money was not received - what is the reason?

    In isolated cases, due to the peculiarities of the exchange, the blockchain network and the very type of cryptocurrency, there may be slight delays in the transfer of funds. All this is due to the fact that some cryptocurrencies require only two network confirmations, others require several tens, and sometimes hundreds. For example, in some cases, the order may be closed before the cryptocurrency reaches the wallet. For example: the service sends you a digital asset from the exchange at the time of closing the order. Unfortunately, we cannot track the moment when the blockchain will work and when the funds will go to your wallet. But, in any case, small delays in transactions are normal and should not be worried. Your transaction with digital currency will be made. But if several hours have passed, and the money has not yet been received, be sure to contact the resource administration in a convenient way.

15. The amount transferred differs from the expected - why?

    The rate of cryptocurrencies is very volatile, its indicators can change somewhat every few minutes. When making an order and at the time of its execution on the exchange, the amount may be with slight deviations. That is why situations sometimes arise that the course is slightly different than expected before - either in a positive or in a negative direction.

16. How long will UAH be credited to the card after I pay for the cryptо?

    As a rule, the exchange takes from 10 to 30 minutes. The limit is 10 payments per day (acceptance and payment as a whole are considered) per card. If the amount was credited to the card in an incomplete amount, contact the technical support of the site. We recommend discussing the exchange of wholesale amounts with a personal manager, whose contacts can be found on the website in the appropriate section. When withdrawing wholesale amounts (from 29 999 UAH), it is better to make several orders.

17. Paying with a currency card?

    The service accepts payment from cards of any Ukrainian bank in UAH. The client can pay with a currency card at the rate of his bank, but with mandatory card verification!

    When paying with a currency card, the Client undertakes to undergo verification, since all currency banking operations are prohibited by the legislation of Ukraine, and a refund is possible only to the card from which the payment was made. Therefore, it is technically impossible to return money back to a currency card.

    If such a situation still exists, see paragraph 4.2
18. Help choosing a coin? What wallet can you advise / where is the best place to store money?

    Unfortunately, our service cannot give recommendations of this nature, since it provides only exchange services. The choice of exchanges, storage resources and cryptocurrency is an independent and conscious choice of each Client.

19. What is the Min/Max amount I can exchange?

    Min / Max are indicated on the main page of the site, when choosing a direction and are individual for each exchange pair.

    Payment of orders by card in UAH: min – 450 UAH (depends on the choice of cryptocurrency); max - 29,999 UAH for one transaction, no more than 10 transactions per day from one card. Payment of card orders in UAH: min – 400 UAH (depends on the choice of cryptocurrency); max - 29,999 UAH for one transaction, no more than 10 transactions per day per card.

    Acceptance / issue of cash: min - 1000 USD, 1000 EUR, 40000 UAH; max – not available, but for amounts above 50,000 USD, prior agreement is required.

    A reserve is available on the “Courses” page. If the reserve is not enough for the necessary exchange operation, contact the technical support of the service, we will resolve this issue individually.

20. Unable to pay by card, it shows an error?

    If, when trying to pay with a card, it gives an error, check the limit for paying on the Internet using this card. Raise the limit if necessary. Below is a list of possible circumstances:

    • Your card does not have enough web limit to complete the transaction.
    • Make sure the card is not blocked.
    • Error entering bank card details.
    • Insufficient funds on the bank card.
    • Insufficient funds on the bank card.

    Sometimes the bank rejects payments. In the event that the funds were debited from the card, they are returned to the Client within 3 banking days.

    In such situations, we recommend confirming the desire to pay for the order on our service by calling the bank's technical support or trying to pay with a card from another Ukrainian bank.

21. Are there additional fees?

    The site has an automatic calculator that fixes exchange rates, service tariffs and additional fees for servicing at cash desks in real time. When filling out an order, the Client sees the approximate amount of the exchange. The exchange rate is fixed at the moment the funds are credited to our bank details or at the moment of payment in favor of the Client, so the exchange rate at the time of the creation of the order and at the time of its payment may differ.

22. Are cryptocurrency exchange transactions taxed?

    Payment of taxes is a conscious and voluntary action of the Client, in accordance with the laws of the country of which he/she is a citizen.

23. How many online confirmations do I need to get in order for fiat funds to be sent to me?

    It all depends on the cryptocurrency you withdraw/buy.

    As a rule, the following number of confirmations is required to exchange cryptocurrency:
    • XRP, XLM - 1 confirmation;
    • BTC - 2 confirmations;
    • USDT (OMNI) – 3 confirmations;
    • BCH, LTC – 6 confirmations;
    • DASH – 10 confirmations;
    • DOGE - 15 confirmations;
    • USDT (ERC-20), SHIB, ZRX, BAND, SNX, DAI, COMP, UNI, HZM, 1INCH, CHZ, SAND, MANA - 32 подтверждения;
    • ZEC, USDT (TRC-20), TRX, USDC (TRC-20) - 20 confirmations;
    • FIL - 70 confirmations;
    • ADA - 40 confirmations;
    • DOT, KSM - 50 confirmations;
    • VET - 210 confirmations;
    • CBO, CELO - 350 confirmations;
    • ALGO - 400 confirmations;
    • SOL, SXP, XMR - 150 confirmations;
    • POLYGON – 100 confirmations;
    • AVAX - 970 confirmations.

    Sometimes an order can be executed earlier or later than the required number of confirmations.

24. How many network confirmations do I need to see the cryptocurrency in my wallet?

    A cryptocurrency transaction appears on the network after the Client pays for the order and passes verification (if necessary) within 5-10 minutes, but it all depends on the type of crypto coin.