From our FAQ
Which cryptocurrencies can I buy in Coins for FIAT?We use several different providers for the purchase transaction for buying crypto. Below You can check a list of supported Coins:
- Which cryptocurrencies can I exchange?
- What are the daily and monthly FIAT limits?
- Which cryptocurrencies can I buy in Coins for FIAT?
We use several different providers for the purchase transaction for buying crypto. Below You can check a list of supported Coins:
- Which cryptocurrencies can I exchange?
- Which coins and tokens I can store in the Coins app?
Here You can check available coins and tokens:
- Is Coins wallet safe and secure?
We are very focused on the security of our wallet. In Coins app every transaction like send/exchange requires user authentication (biometric or phone code). Also access to mnemonic phrases is secure by authentication. You can restore your wallet onl if You know your mnemonic phrases. We don't store any data about your mnemonics (this is a user private key).
- Who will own my private keys?
You. The main feature of cryptocurrencies is to actually own them instead of trusting third parties like banks or exchanges. You always have access to your mnemonic phrases which encoded private key. As Coins we do not store any data about your private key.
- What happens if I lose my recovery phrase?
Your seed (mnemonic phrase) is the only way to get access to your assets located in blockchains. You should ALWAYS have a BACKUP COPY of your recovery phrase in a safe place. As Coins we do not store any data about your private key. You are the only one knowing them and being responsible for keeping them. If you loose your device or it gets broken or the software crashes and you lose your data and you do not own a backup copy of seed phrase, you will not be able to regain access to your funds. As the assets are being stored in the public blockchain and not by Coins, we will not be able to offer you any alternative method to accessing your cryptos. Make a backup copy. Always.
- What does it mean non-custodial wallet?
A non-custodial wallet is a decentralized type of wallet, where the customer owns its private keys. The user gets a file with private keys and needs to write down a mnemonic phrase with which they will be able to restore their funds. Having private keys means that you have full control over the funds.
- In which countries can I buy for FIAT?
- What is the fee to buy crypto for FIAT transactions?
It depends on provider:
- Moonpay Fee is 6,5% and Minimum Fee 5,99 EUR
- Ramp Fee is between 1,99% to 4,99% depends on payment method and Minimum Fee is 1,49 EUR
- Wyre Fee for US is: $5 minimum fee or 4.9% + 30c, whichever is greater and other countries Fees: $5 minimum fee or 5.9% + 30c, whichever is greater.
- Bitcoin Widget Fee is 10%
- What is the fee for exchange transaction?
It depends and is calculated for every transaction. You can check it in transaction confirmation page, but generally it is between 0% to 0,49% (+ required blockchain transaction fees).
- What are the daily and monthly FIAT limits?
- I have a problem with the BUY transaction by Moonpay
Contact moonpay support partner-support@moonpay.com with reference code.
- I have a problem with the BUY transaction by Ramp
Contact Ramp support@ramp.network with transaction ID.
- I have a problem with the Exchange transaction by StealthEX
Contact StealthEX support at: support@stealthex.io providing them with exchange ID.
- I have a problem with the Exchange transaction by Godex
Contact Godex support at support@godex.io providing them with exchange ID.
- I have a problem with the Exchange transaction by Changenow
Contact Changenow support at: support@changenow.io providing them with exchange ID.
- I can’t exchange ETH Token to other coin
ETH tokens transactions requires ETH fee to cover them. Check on your ETH coin card, if you have enough balance to cover fee for ETH token transaction.
- What happens if my phone gets stolen or lost?
You can always restore your wallet on another phone, providing that you have a backup copy of a seed phrase (mnemonic phrase). You need to:
- Download the COINS app.
- Choose the option "Restore wallet" under My Coins tab
- Write your secret key: 12 or 24 words (mnemonic phrases).
Restoring your wallet is only possible if you have your mnemonic phrases. Without those mnemonic phrases, there is no other option to get access to your funds.
- How can I restore my wallet on another device?
You need to copy your mnemonic phrases (12 words). Remember that you should always have a backup copy of them and store it in a secure place. You can find them in the wallet backup section and write them down somewhere for the future use. Use these phrases in any non-custodial wallet supported BIP 39 Derivation Path to recover access to your assets.
- Coins application stopped supporting a cryptocurrency that I stock. What shall I do?
Your funds are still safe.
Non of your assets are ever being stored by COINS - your funds are always stored in the public blockchain, tied to your individual wallet address. COINS app (like most other non-custodial wallet applications) only enables you to access and manage them.
Even if COINS stopped supporting a particular currency your funds are still safe and you did not lose them. You can not however manage them, check your balance, history of transactions, nor withdraw them using our app anymore. To manage your assets please import your recovery phrase (the same that you use with COINS app) to any other non-custodial wallet provider that supports that particular blockchain.
- What happens if the Coins app disappears, can I still access my funds from another wallet?
Yes, of course. We use the popular cryptocurrency standard HD Wallet (Hierarchically Derived) BIP39. So You can get access to your funds in other wallets that support the BIP39 standard. To get your funds in another wallet, you need to write your mnemonic phrases from the COINS app (12 words).
- What happens if the Coins app disappears, can I still access my NEXO SAVINGS account?
Yes of course. Please bear in mind that if you created your Nexo Savings account through COINS app, you can not log in to it using Nexo website. If you want to access your funds without using COINS app, please write an e-mail to support@nexo.io Make sure you are sending the e-mail from the same address you used to create your Nexo Savings account. Inform Nexo team you've created your account through COINS app, and ask how to proceed next. Nexo Team will return your message within 48 ours, usually much faster though.
- How can I cancel my Nexo Savings account?
COINS does not store details of your Nexo account on our servers. Therefore if you want to completely delete your Nexo Savings account created through COINS app, it requires you to contact Nexo Team directly.
Please write an e-mail to support@nexo.io
Make sure you are sending the e-mail from the same address you used to create your Nexo Savings account. Inform Nexo team you've created your account through COINS app, and that you'd like to cancel it. Nexo Team will return your message up to 48 hours (but usually much faster).
- Why do I not see my funds or have different addresses after restoring mnemonics from Coins on another non custodial wallet?
This situation may occur if the wallet does not support the latest technology (eg Segwit). In this case, you need to find a wallet with the same technology as Coins.
- I have reset the phone settings or screen lock settings and my wallet doesn’t work.
Resetting the phone settings or screen lock setting may causes the loss of the private key. For your safety we do not store such data in the application. To regain access to the wallet, you must reinstall Coins app and restore wallet from the saved mnemonics phrases.
- I can’t send BTC to my Coins BTC address? BTC address is invalid, why?
There are three BTC address types:
- Legacy (P2PKH): addresses start with a 1
- Nested SegWit (P2SH): addresses start with a 3
- Native SegWit (bech32): addresses start with bc1 (we use this type in Coins)
Legacy address is the original BTC address. SegWit is the newer address format with lower fees. We use SegWit address because it guarantees faster transactions and lower fees but, not every wallet or exchange has upgraded to support the new SegWit address format and therefore, some wallets/exchanges can only send to Legacy addresses. In Coins we only support Segwit addresses. We are working on implementing legacy addresses. When it is possible we will inform You.
- Why 20 XRP is an unspendable balance?
Ripple (XRP) blockchain has a reserve requirement of 20 XRP, which is a minimum amount to store on your address. 20 XRP is used to activate your address and permit sending/receiving operations. It is an unspendable balance – you can’t withdraw it. To be able to manage XRP in Coins wallet, you have to deposit 20 XRP on your account.
What happened?The current limit of withdrawal from Nexo Savings is 20 000 USD worth of assets per day
Your request exceeds that limit.
What to do?You may lower your withdrawal request so that you are within your daily limit or wait 24 hours until your daily limit is reset.
To make a withdrawal for over 20 000 USD per day, please contact Nexo regarding ID verification.
How to do an identity verification?- Important: to contact Nexo please use your e-mail address that is tied to your Nexo Savings account
- Send an e-mail to: verifications@nexo.io
- Include a photo of a valid government issued ID (front and back of all two-sided documents) and a selfie where you hold the ID document.
What happens next?Upon receiving your message Nexo team will verify it and contact you via e-mail. It typically takes from few hours to one business day. You will receive information about further steps directly from Nexo team.