Koinal HelpCenter

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52 articles in this collection
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Getting Started

What happens if I consistently upload incorrect documents?

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Written by Customer_Support
Updated over a week ago

About the Company

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Written by Customer_Support
Updated over a week ago

What if my camera is not working during the Liveness check?

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Written by Customer_Support
Updated over a week ago

How can I verify my email to activate my Koinal User Account?

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Written by Customer_Support
Updated over a week ago

How can I open a user account in Koinal?

You can open your account in 3 simple steps
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Written by Customer_Support
Updated over a week ago

Why should I choose Koinal over crypto exchanges?

* Instant Purchase with a card * Lower processing fees * Instant & fast delivery * Partner Exchanges to use Koinal checkout
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Written by Customer_Support
Updated over a week ago

What is KYC (=Know Your Customer)?

The 'Know Your Customer' (KYC) is an obligatory verification process in financial services.
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Written by Customer_Support
Updated over a week ago

Why does my account need to be verified?

Verification is one of the fundamental steps in our security system. Before any transaction, Users are requested to complete verification.
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Written by Customer_Support
Updated over a week ago

How to prove the card transaction?

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Written by Customer_Support
Updated over a week ago

What type of documents are requested?

You will be requested to submit a proof of identity, a selfie holding up your ID, and a proof of address for verification.
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Written by Customer_Support
Updated over a week ago

How long does it take to get verified?

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Written by Customer_Support
Updated over a week ago

What happens if my documents are rejected?

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Written by Customer_Support
Updated over a week ago

Which cryptocurrencies are available on Koinal?

Currently there are most popular 13 cryptocurrencies available on the Koinal platform.
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Written by Customer_Support
Updated over a week ago

How can I purchase Bitcoin?

You have to own a wallet address before the registry to Koinal. Then, you may activate your Koinal account and verify yourself in advance.
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Written by Customer_Support
Updated over a week ago

How may I get in touch with Koinal?

You may reach us 24/7 via online and offline channels:
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Written by Customer_Support
Updated over a week ago
Security & Privacy

How Safe is Koinal?

We constantly stay up to date and improve ourselves to protect your account in the most secure way. Please find some of them applied here:
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Written by Customer_Support
Updated over a week ago

Is my information safe in Koinal?

We as Koinal hereby, assure our users that, we will not give, sell, rent, or loan any personal information to any third party.
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Written by Customer_Support
Updated over a week ago

What can I do to assure the security of my account/transactions?

Koinal has ongoing monitoring & check mechanisms intact but the cooperation of our users is essential for effective prevention.
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Written by Customer_Support
Updated over a week ago

Complaint Management in Koinal

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Written by Customer_Support
Updated over a week ago

Guidance on Fraud Claims

We use many different security tools to ensure the safety of our users. Please don't share your credentials with anyone else.
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Written by Customer_Support
Updated over a week ago

How to activate Two-factor authentication (2FA)?

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Written by Customer_Support
Updated over a week ago

If my phone is stolen or broken, how can I reset the two-factor authenticator (2FA)?

You should report this to the customer service
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Written by Customer_Support
Updated over a week ago

Where can I get more information on your privacy policy and terms & conditions?

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Written by Customer_Support
Updated over a week ago

My browser is brave and I am not able to create my order. What should I do?

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Written by Customer_Support
Updated over a week ago
Payment Methods

General Tips for Payment Errors

There are some popular reasons for payment failures. You may find the tips in case you experienced a failure in payment transaction
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Written by Customer_Support
Updated over a week ago

Which payment methods can I use to buy coins on Koinal?

There are 2 payment options available: Card & Deposit
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Written by Customer_Support
Updated over a week ago

Which FIAT currencies are available?

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Written by Customer_Support
Updated over a week ago

What are the transaction limits for purchase orders?

There are base- & upper limits monthly, daily and on transaction basis
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Written by Customer_Support
Updated over a week ago

Are there any other bank fees?

You will be informed of the fees applied on the screen, and you will be confirmed by email, too.
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Written by Customer_Support
Updated over a week ago

Why I have been charged with another currency, not with USD?

You are charged with the amount and currency confirmed by you in the creation of your order.
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Written by Customer_Support
Updated over a week ago

Are there any country limitations?

We have no limitations for countries except these categories:
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Written by Customer_Support
Updated over a week ago

My country is not restricted but I can't make any purchases on your system.

There may be several reasons restricting your card from processing.
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Written by Customer_Support
Updated over a week ago

Why I received an Issuer error message?

The transactions declined by the issuer may have various reasons. You may contact your bank for details or try again with another card.
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Written by Customer_Support
Updated over a week ago

Why I can't purchase coins with my card?

There may be several reasons for failure in payment with your card. Please check the most common reasons here:
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Written by Customer_Support
Updated over a week ago

How can I make a deposit?

You can deposit to your FIAT balance of Koinal account in the following simple steps:
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Written by Customer_Support
Updated over a week ago

How can I withdraw in FIAT currency?

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Written by Customer_Support
Updated over a week ago

My order status turned to PRICE_CHANGED. Should I pay more now?

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Written by Customer_Support
Updated over a week ago