Please take a look at our demonstration video here:
Tips on how to receive cryptocurrencies from an external wallet successfully:
IMPORTANT NOTICE: Please make sure that you are receiving cryptocurrencies on the correct wallet address.
We recommend double-checking your wallet address on Kriptomat, where you will be receiving the assets. All cryptocurrencies that you possess have unique wallet addresses. To do this, please see the following article: How to find your cryptocurrency wallet address/network on the Mobile App
Cryptocurrency transfers are irreversible; therefore, please be careful to always enter the correct address.
Please make sure that you are receiving via the correct network.
Some cryptocurrencies can be received via multiple networks, therefore allowing the sender to choose which one to use.
The network that your cryptocurrency’s wallet address is set to on Kriptomat must match the network the sender's wallet address is set to; otherwise, you will lose your assets.
For example: You are being sent USDC assets via the BEP20 network. Please make sure that your USDC wallet address on Kriptomat is also configured to the BEP20 network.
Additional questions:
The Receive action in my account is disabled. Why?
Below are some reasons why your Receive action might generally be disabled:
The Receive action in your account is restricted for security purposes.
The cryptocurrency you have selected does not have full wallet support. This means that, at present, it cannot be received from or sent to external wallets. Please see the full information here: https://kriptomat.io/supported-actions/
You have reached your set daily/monthly limit for cryptocurrency deposits on Kriptomat.
There is a technical issue within the app.
All of the above can be checked promptly by our Support team if you reach out to us on [email protected] via email or start a Live Chat with one of our agents.
The Receive button is greyed out for the cryptocurrency I have selected, but not for other cryptocurrencies I select. Why?
Unfortunately, this means that we do not offer full wallet support for this cryptocurrency, meaning that it cannot be received from or sent to external wallets. You can confirm this by viewing the list here: https://kriptomat.io/supported-actions/
I am supposed to receive assets in my Kriptomat wallet, however, they have not yet been credited to me. What can I do?
We are sorry to hear you are experiencing this delay! We encourage you to contact our Support team at [email protected] or start a Live Chat with one of our agents so that we can resolve this for you as soon as possible!
Important note: Please make sure to have your transaction ID/Hash prepared in order to share with our team, as this will help us find your transaction on the Blockchain.
My transaction shows a status of ‘pending/failed’ in my account. What can I do?
Not to worry! We encourage you to contact our Support team at [email protected] or start a Live Chat with one of our agents so that we can resolve this for you as soon as possible!
My transaction is pending due to the ‘Travel Rule’. What is the reason for this?
Travel Rule is a mandatory regulation implemented by Kriptomat’s Compliance team. The ‘Travel Rule’ check may take some time to be completed; however, if your transaction is pending for more than 24 hours, please contact us at [email protected] or start a Live Chat with our agents for assistance.
My transaction failed due to the ‘Travel Rule’. What is the reason for this?
We are sorry to hear this! Please contact us at [email protected] or start a Live Chat with our agents, and we will investigate this further.
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If you still have additional questions or your issue has not been resolved, feel free to contact us at [email protected] or begin a Live Chat with one of our agents - available in 18+ languages!