Frequently Asked Questions (FAQ) on CoinTR

Account

Why Can’t I Receive Emails from CoinTR?

If you’re not receiving emails from CoinTR, please follow these instructions to troubleshoot your email settings:

• Ensure that you are logged into the email address associated with your CoinTR account. Sometimes, being logged out of your email on your devices can prevent you from seeing CoinTR’s emails. Log in and refresh.

• Check your email’s spam folder. If CoinTR’s emails are being marked as spam, you can mark them as "safe" by whitelisting CoinTR’s email addresses.

• Verify that your email client or service provider is functioning normally. Examine the email server settings to rule out any security conflicts caused by your firewall or antivirus software.

• Check if your email inbox is full. If you’ve reached the limit, you may not be able to send or receive emails. Delete old emails to free up space for new ones.

• If possible, register using common email domains such as Gmail or Outlook. This can help ensure smooth email communication.

 

Why Can’t I Receive SMS Verification Codes?

If you’re not receiving the SMS verification code, it could be due to mobile network congestion. Please wait for 30 minutes and try again. Additionally, follow these steps to troubleshoot:

• Ensure that your mobile phone has a strong network signal.
• Disable any anti-virus, firewall, or call blocker apps on your mobile phone that might be blocking SMS codes from our number.
• Restart your mobile phone to refresh the system.

By following these steps, you can enhance the chances of receiving the SMS verification code successfully.
 

How to Enhance the Security of Your Account

The crypto space is growing rapidly, attracting not just enthusiasts, traders, and investors, but also scammers and hackers looking to take advantage of this boom. Securing your digital assets is an important responsibility that needs to be performed immediately after obtaining your account wallet for your cryptocurrencies.

Here are some recommended safety precautions to secure your account and lessen the possibility of hacking.

1. Secure your account with a strong password by using at least 8 characters, including a mix of letters, special characters, and numbers. Include both uppercase and lowercase letters.

2. Do not reveal your account details, including your email address. Withdrawals from CoinTR require email verification and Google Authenticator (2FA).

3. Maintain a separate and strong password for your linked email account. Use a different, strong password and follow the recommendations mentioned in point 1.

4. Bind your accounts with Google Authenticator (2FA) immediately after the first login. Activate 2FA for your email inbox as well.

5. Avoid using unsecured public WiFi for CoinTR usage. Use a secure connection, such as a tethered 4G/LTE mobile connection, especially in public. Consider using the CoinTR App for trading on the go.

6. Install reputable anti-virus software, preferably a paid and subscribed version, and regularly run deep system scans for potential viruses.

7. Manually log out of your account when away from your computer for an extended period.

8. Add a login password, security lock, or Face ID to your device to prevent unauthorized access to your device and its contents.

9. Avoid using the auto-fill function or saving passwords on your browser.
 

How to Bind Google 2FA

To enhance account security, CoinTR introduces the CoinTR Authenticator for generating 2-step verification codes required to verify requests or make transactions.

1. After logging into your CoinTR account, navigate to [Personal Center] and choose [Account Center] located in the upper right corner of the page.

2. Click the [Bind] button next to the Google Authentication tab.

3. You will be redirected to another page. Follow the step-by-step instructions to enable Google Authenticator.

Step 1: Download the App
Download and install the Google Authenticator App on your mobile device. After you’ve installed the App, proceed to the next step.

Step 2: Scan the QR Code
Open the Google Authenticator App and tap on the [+] button on the bottom right of your screen to scan the QR code. If you are unable to scan it, you can manually enter the setup key.

Step 3: Enable Google Authenticator
Finally, enter the account password and the 6-digit verification code displayed on the Google Authenticator to complete the binding.

Notice: 

• Some Android phones do not have Google Play services installed, requiring the download of "Google Installer" to install Google framework services.
• The Google Authenticator app needs camera access, and users must grant authorization when opening the app.
• Certain phones may require a restart after enabling Google Play services.
• After enabling the secondary verification function, users need to enter a verification code for login, asset withdrawal, and generating a withdrawal address.

 

How to Solve 2FA Code Error

If you receive a "2FA code error" message after you input your Google Authentication code, please try the solutions below:

1. Ensure the time on your mobile phone (for syncing your Google Authenticator app) and your computer (from which you are attempting to log in) is synchronized.
2. Try changing your browser or using Google Chrome’s incognito mode for the login attempt.
3. Clear your browser’s cache and cookies.
4. Attempt logging in using the CoinTR app instead.

 

Verification

Why should I provide supplementary certificate information?

In exceptional cases where your selfie does not align with the provided ID documents, supplementary documents will be required, and manual verification will be necessary. Please be aware that manual verification could take several days. CoinTR prioritizes a robust identity verification process to safeguard all user funds. Ensure that the materials you submit meet the specified requirements when completing the information.
 

Identity Verification for Buying Crypto with Credit/Debit Card

To maintain a stable and compliant fiat gateway, users purchasing crypto with credit or debit cards must undergo Identity Verification. Users who have already completed Identity Verification for their CoinTR account can continue buying crypto without additional information. Users needing extra information will be prompted when attempting to make a crypto purchase with a credit or debit card.

Each completed Identity Verification level increases transaction limits, as outlined below. Transaction limits are fixed to the Tether USD (USDT) value, regardless of the fiat currency used, and may vary slightly in other fiat currencies due to exchange rates.

Basic Verification
This verification requires only name, email, or phone number.

Intermediate Verification

• Transaction limit: 10,000,000 USDT/day.

To complete this verification, provide personal information, ID card or passport verification, and facial recognition. Facial recognition can be done using a smartphone with the CoinTR App installed or a PC/Mac with a webcam.

Advanced Verification

• Transaction limit: 20,000,000 USDT/day.

To raise your limit, you must successfully complete both Identity Verification and Address Verification (proof of address).
 

How to Reset Phone Number and Email

1. After logging in to your CoinTR account, go to [Personal Center] and select [Account Center] in the upper right corner of the page.

2. Click [Reset] after [Email] at the bottom of the Account Center page.

3. Fill in the required information.

4. Resetting Phone is also operated on the [Account Center] page.

Notice: 

• You must log in again if the email address is changed.
• For asset security, withdrawal will be restricted in the next 24 hours following the change of email verification.
• Changing the email verification requires GA or phone verification (2FA).

 

Common Scams in Cryptocurrency

1. Common Scams in Cryptocurrency

• Fake Customer Service Scam

Scammers may impersonate CoinTR staff, reaching out to users through social media, emails, or messages with claims of de-risking or upgrading accounts. They typically provide links, make voice calls, or send messages, instructing users to enter account numbers, fund passwords, or other personal information on fraudulent websites, leading to asset theft.
 

• Telegram Scam

Exercise caution when approached by strangers through direct messages. If someone suggests a program, requests a transfer, or prompts you to sign up for unfamiliar software, remain vigilant to prevent potential fund loss or unauthorized access to your information.
 

• Investment Scam

Fraudsters may entice users to withdraw their assets to a platform website by showcasing high profits in various groups or forums. Initially, users might experience profits, leading them to increase their investments. However, they may face difficulties withdrawing their assets from the website in the end. Be cautious of such schemes and exercise due diligence before engaging in any transactions.
 

• Gambling Scam

The results of PNL (Profit and Loss) could be manipulated behind the scenes of a gambling website, encouraging users to continue betting. Unfortunately, users might encounter difficulties withdrawing their assets from the website in the end. Exercise caution and carefully assess the legitimacy of online platforms before engaging in any financial activities.

2. How to prevent the risk?

• Do not share your password, private key, secret phrase, or Key Store document with anyone, as it may result in the loss of your assets.
• Avoid sharing screenshots or photos containing information about your financial accounts.
• Refrain from providing account details, such as passwords, to anyone claiming to represent CoinTR in private.
• Do not click on unknown links or visit insecure websites through unofficial channels, as it may compromise your account and password.
• Exercise caution and skepticism regarding any call or message requesting a withdrawal to a specified address, especially with notifications of upgrades or migrations.
• Be wary of illegally advertised photos, videos, or unknown advertising information spread through Telegram groups.
• Avoid joining groups that promise high returns through arbitrage or extremely high APY with claims of stability and security.

Deposit

What is a tag/memo and why do I need to enter it when depositing crypto?

A tag or memo serves as a distinctive identifier assigned to each account, facilitating the identification of a deposit and crediting it to the correct account. For specific cryptocurrencies like BNB, XEM, XLM, XRP, KAVA, ATOM, BAND, EOS, etc., it is crucial to enter the corresponding tag or memo during the deposit process to ensure successful crediting.
 

How long does it take for my funds to arrive?

Transfers across crypto blockchain networks rely on nodes associated with different block networks. Typically, a transfer is completed within 3-45 minutes, but network congestion may extend this timeframe. During severe congestion, transactions across the entire network may experience delays.

Kindly wait patiently following the transfer. If your assets have not arrived in your account after 1 hour, please provide the transfer hash (TXID) to CoinTR’s online customer service for verification.

Please remember: Transactions via the TRC20 chain generally proceed faster than other chains like BTC or ERC20. Ensure the selected network aligns with the withdrawal network, as selecting the wrong network may result in the loss of funds.
 

How to check the deposit progress?

1. Click on [Asset Management] - [Deposit] - [All Records] on the home page to view the deposit status.

2. If your deposit has reached the necessary number of confirmations, the status will be displayed as "Complete."

3. As the status shown on [All Records] might have a slight delay, it’s recommended to click [View] for real-time information, progress, and other details of the deposit on the blockchain.
 

What should I pay attention to when depositing TL?

1. You can deposit 24/7 from your own bank account created in Ziraat Bank and Vakifbank.

2. Deposits in Turkish Lira (TL) from any bank during working hours will be credited on the same day. EFT transactions between 9:00 and 16:45 on weekdays will be processed promptly. Deposits made on weekends and holidays will be completed on the next business day.

3. Deposits of up to 5000 TL from a different bank account other than the contracted banks, outside of bank working hours, will be instantly deposited into your CoinTR account using the FAST method.

4. Transfers via ATM or credit card are not accepted as sender information cannot be confirmed.

5. Ensure that when making a transfer, the recipient’s name is "TURKEY TEKNOLOJİ VE TİCARET A.Ş."
 

From which banks can I deposit TL?

• Vakıfbank Deposits: Deposit TL 24/7 through Vakıfbank.
• FAST Electronic Funds Transfer for Investments up to 5000 TL: Instantly transfer all investments up to 5000 TL from other banks using the FAST electronic funds transfer service.
• EFT Transactions for Deposits Over 5,000 TL During Bank Hours: Deposits exceeding 5,000 TL during bank hours will be in EFT status, arriving on the same day during bank working hours.
• EFT Transactions Outside Bank Hours: EFT transactions made outside bank hours will be reflected in your CoinTR account on the next business day.

 

How to check my transaction history?

With the CoinTR website, in your account, click on [Assets], then select [Spot] and choose [Transaction History] from the drop-down menu.

In the [Transaction History] drop-down menu, you select the type of transaction. You can also optimize filter criteria and receive the date, coin, amount, IDs, and transaction status.

You can also access your transaction history from [Assets] - [Spot] - [Transaction History] on the CoinTR App.

You can also find the desired type of transaction and apply filter criteria.

Click on the order to see the order details.

Withdraw

Why hasn’t my withdrawal been credited?

If your withdrawal hasn’t arrived, consider the following potential reasons:

1. Unconfirmed Block by Miners
After submitting the withdrawal request, the funds are placed in a block that requires confirmation by miners. Confirmation times may vary for different chains. If the funds haven’t arrived after confirmation, contact the corresponding platform for verification.

2. Pending Withdrawal
 If the status is "In progress" or "Pending withdrawal," it indicates the funds are pending transfer due to a high volume of withdrawal requests. The system processes transactions based on submission time, and manual interventions are unavailable. Kindly wait patiently.

3. Incorrect or Missing Tag
Certain cryptos require tags/notes (memos/tags/comments) during withdrawal. Check the tag on the corresponding platform’s deposit page. Fill it incorrectly or confirm with the platform’s customer service. If no tag is needed, fill in 6 digits randomly on CoinTR’s withdrawal page. Incorrect or missing tags may cause withdrawal failure.

4. Mismatched Withdrawal Network
Select the same chain or network as the corresponding party’s address. Carefully verify the address and network before submitting a withdrawal request to avoid withdrawal failure.

5. Withdrawal Fee Amount
Transaction fees paid to miners vary based on the amount shown on the withdrawal page. Higher fees result in faster crypto arrival. Ensure you’re aware of the fee amount displayed and its impact on transaction speed.
 

How long does it take to withdraw from CoinTR?

Transfers over crypto blockchain networks depend on various nodes on different block networks.

Typically, a transfer takes 3-45 minutes, but the speed may be slower during periods of high block network congestion. When the network is congested, the asset transfers for all users may experience delays.

Please be patient and, if more than 1 hour has passed after your withdrawal from CoinTR, copy your transfer hash (TxID) and consult the receiving platform to help you track the transfer.

Reminder: Transactions on the TRC20 chain generally have faster processing times compared to other chains like BTC or ERC20. It’s crucial to ensure that the selected network matches the network from which you are withdrawing funds. Selecting the wrong network could result in the loss of your funds. Please exercise caution and verify the network compatibility before proceeding with transactions.
 

Can the withdrawal from the corresponding platform be credited to the account immediately?

When withdrawing cryptocurrencies such as BTC to CoinTR, it’s important to note that a completed withdrawal on the sending platform doesn’t guarantee an instant deposit to your CoinTR account. The deposit process involves three steps:

1. Transfer from the withdrawal platform (or wallet)
2. Confirmation by block miners
3. Arrival in the CoinTR account

If the withdrawal platform claims the withdrawal is successful but your CoinTR account hasn’t received the crypto, it could be because the blocks haven’t been fully confirmed by the miners on the blockchain. CoinTR can only credit your crypto into the account once the miners confirm that the required number of blocks has been reached.

Block congestion can also cause delays in full confirmation. Only when the confirmation is completed on full blocks will CoinTR be able to credit your crypto into the account. You can check your crypto balance in the account once it has been credited.

Before contacting CoinTR, please consider the following:

1. If the blocks haven’t been fully confirmed, be patient and wait until the confirmation process is finished.   
2. If the blocks have been fully confirmed but the deposit in the CoinTR account hasn’t occurred yet, wait for a short delay. You can also inquire by providing account details (email or phone), the deposited crypto, trading ID (generated by the withdrawal platform), and other relevant information.

Trade

What is Maker Taker?

CoinTR employs a maker-taker fee model for trading fees, distinguishing between orders that provide liquidity ("maker orders") and orders that take liquidity ("taker orders").

Taker Fee: This fee is applied when an order is executed immediately, designating the trader as a taker. It is incurred for the immediate matching of a buy or sell order.
Maker Fee: When an order is not immediately matched, and the trader is considered a maker, this fee is applied.

It is incurred when a buy or sell order is placed and subsequently matched after a certain period. If an order is only partially matched immediately, the taker fee is charged for the matched portion, and the remaining unmatched portion incurs the maker fee when later matched.
 

How are trading fees calculated?

1. What is the CoinTR Spot trading fee?
For each successful trade on the CoinTR Spot market, traders are required to pay a trading fee. More information on trading fee rates can be found in the below table.

CoinTR classifies users into regular and professional categories based on their trade volume or asset balance. Users at different levels enjoy specific trade fees. To determine your trading fee level:

Level	30d Trade Volume (USD)	and/or	Balance (USD)	Maker	Taker
0		or		0.20%	0.20%
1	≥ 1,000,000	or	≥ 500,000	0.15%	0.15%
2	≥ 5,000,000	or	≥ 1,000,000	0.10%	0.15%
3	≥ 10,000,000	or	/	0.09%	0.12%
4	≥ 50,000,000	or	/	0.07%	0.09%
5	≥ 200,000,000	or	/	0.05%	0.07%
6	≥ 500,000,000	or	/	0.04%	0.05%

Notes:

• "Taker" is an order that trades at the market price.
• "Maker" is an order that trades at a limited price.
• Referring friends can earn you a 30% trading fee return.
• However, if the invitee enjoys Level 3 or above specific trade fees, the inviter is no longer eligible for a commission.

2. How are trading fees calculated?
Trading fees are always charged for the asset you receive.
For example, if you buy ETH/USDT, the fee is paid in ETH. If you sell ETH/USDT, the fee is paid in USDT.

For example:
You place an order to buy 10 ETH for 3,452.55 USDT each:
Trading fee = 10 ETH * 0.1% = 0.01 ETH
Or you place an order to sell 10 ETH for 3,452.55 USDT each:
Trading fee = (10 ETH * 3,452.55 USDT) * 0.1% = 34.5255 USDT
 

How to Resolve Order Issues

Occasionally, you may encounter issues with your orders while trading on CoinTR. These issues can be categorized into two types:

1. Your trade order is not executing

• Verify the selected order’s price in the open orders section and check if it has matched a counterparty’s order (bid/ask) at this price level and volume.
• To expedite your order, you can cancel it from the open orders section and place a new order at a more competitive price. For a quicker settlement, you may also opt for a market order.

2. Your order has a more technical issue
Issues such as the inability to cancel orders or coins not being credited to your account may require additional support. Please reach out to our Customer Support team and provide screenshots documenting:

• The order’s details
• Any error code or exception message

If the above conditions are not met, please submit a request or contact our online customer support. Provide your UID, registered email, or registered mobile phone number, and we will conduct a detailed inquiry for you.