Where is your company headquartered?
We are headquartered in Tallinn, Estonia.
Are you a licensed company?
Yes, Kriptomat is a licensed service! You can view our full list of licenses and registrations here: https://kriptomat.io/impressum/
Does your exchange comply with GDPR?
Yes, Kriptomat complies with the General Data Protection Regulation (GDPR). As a company based in the European Union, specifically Estonia, Kriptomat is legally required to adhere to GDPR standards. This includes ensuring the protection of users' personal data, offering transparency in data processing activities, and providing users with the rights to access, correct, and delete their data.
What countries is your platform available for?
We are available in 38 countries across the globe! You can check the full list here: https://kriptomat.io/global/
Why can’t I find my country code when entering my phone number?
Unfortunately, this means that your country is not one of our currently supported countries. Unless you have a phone number and passport/ID from one of the countries on the list (https://kriptomat.io/global/), then you will not be able to register with us.
How do I contact your Support Team?
Through the live chat function available on both the web and mobile app, or directly via our email at [email protected]. We have agents available for assistance from 8.00 - 22.00 CET Monday - Friday, as well as on the weekends.
Do you offer customer support via outbound/inbound calling?
At the moment, no, but you can get in touch with one of our agents immediately through our live chat function, or you can send an email to [email protected]
What cryptocurrencies do you offer?
At this point, Kriptomat supports buying, selling, and storing more than 400 cryptocurrencies and an updated list is available on our website: https://kriptomat.io/supported-actions/
More cryptocurrencies are being introduced on a regular basis. We always notify all registered users once we add a new cryptocurrency.
Why does a cryptocurrency appear on your website but not as an available option for me to buy?
Most likely you are viewing this cryptocurrency on our https://kriptomat.io/cryptocurrency-prices/ page. This page lets you monitor the prices of almost all the cryptocurrencies currently in the market, it does not mean that we offer the coin on our platform.
What payment methods do you currently offer?
Depending on your location, we offer payments from both MasterCard and Visa, Skrill, as well as SEPA transfers. You can check what methods we support for your specific country here: https://kriptomat.io/global/
How do I add a new bank account or credit/debit card to my account?
The only way to link a new bank account is to make a SEPA deposit from this account. Likewise, to save a credit card, you must make a transaction with the credit card, and click the box to “save for future purchases” before completing the transaction. You cannot simply enter your bank/card details into your account information as this is a security risk.
What are your transaction fees?
Cryptocurrency Buy/Sell Fees: fees are calculated at the time you place your order and may be determined by a combination of factors, like your selected payment method, the order value, market conditions, order type and/or your transaction history. Fees are displayed in the transaction preview screen before you submit your transaction and may differ for similar transactions. By completing an order, you are agreeing to pay the applicable fees for that transaction.
Cryptocurrency Exchange Fees: we do not charge any fee to exchange cryptocurrencies on our platform
Cryptocurrency Withdrawal Fees: there is a fixed withdrawal fee for the currency you are sending. This fee includes the Blockchain transaction fee, also known as the miner’s fee. The fee differs depending on the selected blockchain.
SEPA Bank Transfer Fee: we charge a fixed 1 EUR fee for all SEPA deposits and withdrawals
Credit Card Deposit/Withdrawal/Purchase Fee: these fees are similar to buy/sell fees, in that they are dynamic and calculated at the time you place your order. They also may be determined by a combination of factors, and are always clearly displayed in the transaction preview screen before you submit your transaction. Please note that in some cases your bank, card issuer, or payment wallet provider may charge additional fees.
For more information on Fees & Limits, please visit https://kriptomat.io/fees-and-limits/
Are there any hidden fees?
None! We are completely transparent about all of our fees.
Am I charged for opening an account on Kriptomat?
Absolutely not. We do not charge any fee for opening or maintaining your account with Kriptomat, nor is there a charge for an inactive account.
Can I have more than one account on Kriptomat?
No, your identity can only be verified once with one account. Once your identity verification has been passed, you will not be able to verify again with any other account than your original one.
Can I create a new account if I delete my old one?
No, but you can always request an account reactivation if you wish to use our services again.
What do I do if I change my email address/phone number and no longer have access to them?
You can simply request an email address or phone number change
More information here: https://help.kriptomat.io/en/articles/3035930-how-to-change-my-email-address-on-kriptomat
Do you offer business/corporate accounts?
We do! To register for a business account, please follow the steps here: https://help.kriptomat.io/en/articles/2488950-does-kriptomat-offer-business-accounts-and-how-to-get-one
What should I do if my account is hacked?
If you believe someone has had access to your account, the first step would be to change your password. Please get in contact with us immediately, and we will be able to assist with further steps to secure your account.
What security measures are in place to protect my funds?
Everything, from our product offering and our compliance with regulation to our choice of jurisdiction, handling of customer assets and accounting practices, has been established to uphold the strictest and most elaborate security policy.
Our points of soundness include:
We have a cutting-edge security system in place, monitored by a specialized team, that tracks activities on our platform 24/7, 365 days per year, and is ready to activate additional security measures we have in place in the form of security layers that can activate within a seconds, amid any potential harm to our customers’ assets within a fraction of second.
We hold our customer's assets on segregated/separate accounts and have never used them for any type of operational activity or investments. This means that our customer assets are kept in cold (offline) storages with vault-like security around them, hence, even if hacking were to occur, (which is next to impossible, given our security systems), the customer (your) assets are not there to be stolen.
We undergo multiple AML audits on a yearly basis in order to uphold regulators’ requirements.
We are headquartered in Estonia and are registered for service offering in the EU with acquired VASPs in Spain, Poland, Greece, among others.
We have never and will never use our customer’s funds to finance our business, or invest it with third parties.
We aimed to solve the issue of unregulated exchanges and disreputable banking practices ever since our inception in 2018. So, we took the long road of receiving all necessary registrations and authorization as an exchange, custodian, and asset manager, which enabled us to operate from such trusted jurisdictions as Estonia. These jurisdictions impose on industry players one of the strictest AML requirements in the world.
Does Kriptomat offer any educational resources?
Yes, our Learn section provides a number of educational resources, including guides, articles, and tutorials, to help users (beginners and experts alike) learn about cryptocurrencies and trading.
Does the platform support NFTs?
Yes! Through your Web3 wallet, you will be able to connect to a large network of decentralized apps (dApps) which will give you access to games, DeFi programs, NFT marketplaces, and thousands of cutting-edge apps that work with cryptocurrency, NFTs, and blockchain data. Read more about it here: https://help.kriptomat.io/en/articles/7910482-web3-basics-and-frequently-asked-questions
Does Kriptomat offer cards?
No, at the moment we do not.
What is a transaction ID/hash?
A transaction ID (or hash) is a unique identifier assigned to a specific transaction in a system, particularly in blockchain networks. It serves as a reference that allows users to track and verify the transaction within the network. The ID is generated by hashing the transaction's details (such as sender, recipient, amount, and timestamp), producing a string of alphanumeric characters. This ensures that each transaction is distinct and secure, preventing duplication or tampering.
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Do you still have any questions? Use the support chat to contact our support team or send us an email [email protected]