Frequently Asked Questions

Why do I need to sign up and verify again on the new CoinPayments platform? - CoinPayments Help

The new CoinPayments platform is a significant upgrade to the legacy platform, offering enhanced features, improved functionality, and a more user-friendly experience. As part of this upgrade, the new platform operates as a completely independent system, meaning all user data, funds, and documentation are separate from the legacy platform.

To ensure a smooth and secure transition, we require all users to sign up as new users and complete the verification process (KYC). This allows us to maintain compliance with global standards while safeguarding your account and funds on the new platform.

If you have funds on the legacy platform, you can continue managing them there until you're ready to transition to the new platform. Both systems will remain accessible during the transition period.

For additional questions or assistance with your new account, feel free to contact our support team.

Which countries are not supported by CoinPayments? - CoinPayments Help

CoinPayments cannot provide services to users in countries restricted by international sanctions. For an up-to-date list of restricted countries, please refer to Restricted Jurisdictions or contact our support team.

What are the fees on the CoinPayments platform? - CoinPayments Help

CoinPayments supports both merchants and individual crypto users. The fees vary depending on your account type and the transactions performed. For a full breakdown of fees, including withdrawal and conversion charges, visit the Platform Fees section.

How does CoinPayments determine exchange rates? - CoinPayments Help

Exchange rates on CoinPayments are calculated using data from multiple reputable sources. These rates are averaged out to ensure fairness and stability, providing users with competitive rates during transactions.

Do you have a referral program? - CoinPayments Help

Yes, CoinPayments offers a referral program for users to earn rewards by inviting others to join the platform.

How do I set up 2FA? - CoinPayments Help

2FA is a compulsory part of the onboarding process on the new CoinPayments platform. During account creation, you will be prompted to set up 2FA to enhance the security of your account.

You can choose between the following 2FA methods:

• Google Authenticator
• Email verification

To set up 2FA:

1. During onboarding, you will be presented with the option to select your preferred 2FA method.
2. Follow the instructions to either link your account to Google Authenticator or enable email verification.
3. Complete the process as directed to activate 2FA for your account.

How can I change my account password? - CoinPayments Help

To update your account password:

• Log in to your CoinPayments account.
• Go to the account menu and select Settings > Change Password.
• Enter your current password and your new password.
• Confirm the changes by clicking Change Password.

Make sure your new password is strong and unique to enhance account security.

How can I change my 2FA method? - CoinPayments Help

You can easily switch your 2FA method by following these steps:

1. Log in to your CoinPayments account.
2. Click on the account menu in the top-right corner of the dashboard.
3. Navigate to Settings > 2-Step Verification.
4. Select your preferred 2FA method and follow the steps in the wizard to update your settings.

How can I change the email address associated with my CoinPayments account? - CoinPayments Help

To change your registered email address:

1. Log in to your CoinPayments account.
2. Click on the account menu in the top-right corner of the dashboard.
3. Go to Settings > Account Email.
4. Enter your new email address and your password.
5. Click Change Email.

Important: After changing your email address, the following security measures will apply for 24 hours:

• Withdrawal Restriction: Withdrawals via the web and mobile apps will be disabled temporarily. API withdrawals using pre-existing keys will remain active.
• Payment Settings Restrictions: Changes to payout modes (e.g., “To Address”) will be limited.

Note: Existing API integrations will remain unaffected.

How can I change the language of my account dashboard? - CoinPayments Help

To change the language displayed on your dashboard:

1. Log in to your CoinPayments account.
2. Click on the flag icon with the language code in the top-right corner of the dashboard.
3. Select your preferred language from the dropdown menu.
4. Click Close to save the changes.

How can I change the currency displayed for my account balance? - CoinPayments Help

To update the currency displayed on your account balance:

1. Log in to your CoinPayments account.
2. Click on the currency icon in the top-right corner of the dashboard.
3. Select your preferred currency from the dropdown menu.
4. Click Close to confirm.

What services does CoinPayments offer for merchants? - CoinPayments Help

CoinPayments provides a comprehensive suite of tools and services for merchants to accept cryptocurrency payments seamlessly. Notable features include:

• Custom API integrations
• Pre-built payment buttons
• Plugins for 15+ eCommerce platforms
• Invoice builder for custom billing
• Secured vaulting of funds
• Fiat On-ramp/Off-ramp
• Balance accumulation and auto-sweeping
• Instant transaction confirmation
• Auto-conversion of cryptocurrencies

What is the minimum withdrawal amount? - CoinPayments Help

Minimum withdrawal amounts vary depending on the cryptocurrency. As a general rule, the minimum is 2 times the network fee for the currency being withdrawn.

How do I choose which coins to accept? - CoinPayments Help

Once your account is verified, you can enable or disable coin acceptance for supported cryptocurrencies:

1. Log in to your CoinPayments merchant account.
2. Go to the Payment Settings in the dashboard.
3. Use the list of supported coins to select or deselect coins for payment acceptance.
4. Adjust the Settlement Mode for each coin or disable coin acceptance if needed.

What should I do if a customer sends tokens to the wrong type of address? - CoinPayments Help

CoinPayments provides a self-service tool for recovering tokens sent to the wrong type of address (within the same blockchain).

A customer of mine sent tokens to the address assigned to them within the CoinPayments system. The blockchain scanner shows the transaction is complete, but I cannot see the funds on the address. What should I do? - CoinPayments Help

The native chain does not guarantee the uniqueness of tokens, so it’s important to verify the token's smart contract definition before crediting funds to the customer. To confirm the smart contract details, use our public API endpoint:
https://api.coinpayments.com/api/v2/currencies

Example:

For USDT.ERC20, the currency ID is "id":"4:0xdac17f958d2ee523a2206206994597c13d831ec7". The smart contract address, in this case, is 0xdac17f958d2ee523a2206206994597c13d831ec7. Ensure that the smart contract address matches the definition in our system before proceeding. Always verify token details carefully to ensure accurate crediting of funds. For further assistance, refer to our API Documentation.

How can I test your service? - CoinPayments Help

You can test our service without using valuable cryptocurrency. For this we have enabled Litecoin in Testnet mode with LTCT ticker. LTCT has no real value, and you should only use it for test purposes.

• Log in and go to Balances in the dashboard.
• Locate LTCT and click Get Free LTCT to receive test funds.

How can I test your API? - CoinPayments Help

You can test the CoinPayments API by creating an API integration and using our Postman collection for public API endpoints.
To get started:

• Download the Postman collection provided for CoinPayments here.
• Set up authentication using the API integration credentials you created in your account.
• Test the available endpoints to explore how the API functions.
• For detailed instructions on authenticating and using the Postman collection, refer to the CoinPayments API documentation.

Which plugins do you offer for eCommerce websites? - CoinPayments Help

Supported platforms include:
Magento, WooCommerce, OpenCart, Shopify, WHMCS, Prestashop, ZenCart, and more Visit our Plugins Page for the full list and installation instructions.

How can I integrate subscription-based services with CoinPayments? - CoinPayments Help

CoinPayments supports recurring payments through invoices, which can be set up as follows:

• Use the Invoice Builder within the dashboard UI to manually create recurring invoices.
• Automate the process using our API integration for custom scheduling and recurring payment management.

For step-by-step guidance, check out our video tutorial on how to easily send a crypto invoice via the dashboard UI.

I have a website where I sell custom handmade goods in single pieces. How can I integrate with CoinPayments? - CoinPayments Help

CoinPayments offers a Pre-Built Payment Buttons service that allows you to create payment buttons for specific amounts with ease. This service generates an HTML code that you can place on your website next to your products.

Once the item is purchased and the payment is confirmed, the button is deactivated. This solution is perfect for single-piece goods or one-off purchases.

For detailed instructions, check out our Integration Guide on how to create a pre-built payment button.

I have an online shop where I sell goods under my branding. How can I integrate with CoinPayments? - CoinPayments Help

For branded online shops, CoinPayments provides Permanent Payment Buttons that can be used for ongoing sales or specific deals.

How it works:

• Generate permanent payment buttons via API integration.
• Embed the buttons on your website for customers to use.

These buttons allow you to seamlessly accept cryptocurrency payments while maintaining your store's branding. To learn more about generating payment buttons, refer to our API Integration Guide and Payment Button documentation.

Why do I have “Primary Balance” and “Total Balance” for every wallet? - CoinPayments Help

CoinPayments provides merchants with the flexibility to manage cryptocurrency addresses using two methods:

1. Primary Balance: This refers to wallets and addresses created through the user interface (UI). These wallets are managed only via the UI and cannot be accessed through the API for security reasons.
2. Total Balance: This includes all funds across both the Primary Balance and API-created wallets and addresses.

Important Details:

• Wallets and addresses created via API are accessible through both the API and UI, offering full functionality.
• If you need to access funds from a Primary Balance wallet via API, you must first sweep those funds into an API wallet.

This separation ensures enhanced security and management flexibility for merchants.

What is the difference between UTXO addresses, temporary account-based addresses, and permanent account-based addresses? - CoinPayments Help

CoinPayments provides merchants with different address types to manage commercial funds based on their specific needs:

UTXO Addresses:

• These addresses allow for the accumulation of funds, enabling merchants to withdraw in bulk, which significantly reduces network fees.
• UTXO addresses are permanently assigned to merchants and allow sweeping of funds with minimal network fee loss.

Temporary Account-Based Addresses:

• These addresses are temporarily assigned from CoinPayments’ pool for a specific commercial deposit.
• After a merchant receives funds, the address is returned to the CoinPayments pool after a time set by CoinPayments admins.
• Funds from these addresses are automatically consolidated into the merchant’s API wallet at no extra cost, reducing network fees when sweeping wallet balances elsewhere.
• Note that customers must always use the latest address provided to avoid sending funds to an inactive address.

Permanent Account-Based Addresses:

• These are dedicated addresses assigned to merchants for managing customer-specific balances individually.
• Merchants control when to sweep funds from these addresses into their wallets.
• Tradeoff:
  • The first sweep of funds incurs an activation fee, equal to the network fee for that address.
  • Subsequent sweeps only entail transfer fees, and withdrawing consolidated funds is cheaper compared to multiple small withdrawals.

Each address type serves different operational needs, allowing merchants flexibility in managing funds while balancing cost-efficiency.

What is an activation fee? What is the amount of the fee and how is it charged? - CoinPayments Help

The activation fee applies to permanent account-based addresses and is charged during the first sweep of funds from the address to the wallet balance.

Details:

• The activation fee equals the network fee for a single transaction.
• Once the activation fee is paid, any subsequent sweeps from the address to the wallet balance only incur transfer fees.
• By consolidating balances from multiple addresses into one wallet, merchants can significantly reduce the network fees per transaction when withdrawing funds.

For my casino business, do I need to sweep gamblers' address balances into my wallet before their funds can be used on my platform? - CoinPayments Help

Once funds are deposited into the address assigned to the gambler, those funds belong to the casino. Whether to sweep the funds into your wallet to credit the gambler or leave them on the address until later is entirely at your discretion.

Important Notes:

• The funds deposited by the gambler are stored securely in the assigned address.
• If you do not expose the CoinPayments address to the gambler, their operations on your platform are independent of how you handle the funds on our system.
• Gamblers can use their credited balances on your platform, even if you haven’t proactively swept the funds from CoinPayments addresses.

What is the hierarchy for user wallets/addresses within the system? - CoinPayments Help

CoinPayments’ wallet system consists of two levels:

1. Primary Balance (UI Wallet):
   • This is your main wallet, accessible only through the user interface (UI).
   • You can add multiple addresses to this wallet, but they can only be managed through the UI.
2. API Wallets and Addresses:
   • Created through API integrations using client ID and client secret.
   • Multiple API wallets and addresses can be created for each currency.
   • API wallets and addresses are managed via API but wallets are also visible and manageable in the UI.

Key Details:

• API integration credentials are specific to the wallet and addresses created with them.
• Primary Balance funds cannot be managed via API unless they are swept into an API wallet.
• API-created wallets offer full flexibility while maintaining security for Primary Balance funds.

I received an email to get a refund, but the money is not going back to my wallet. What should I do? - CoinPayments Help

If you received an email from CoinPayments to accept a refund, you must click the link in the email to initiate the refund process.

Note:

• Refunds are subject to blockchain transaction fees, which will be deducted from the refunded amount.
• If the refund amount is less than expected, it is likely due to these fees.

If you encounter issues, contact the merchant directly or reach out to our support team for assistance.

I did not realize the fee would be subtracted from the payment, and now I’ve sent the merchant short funds. What should I do? - CoinPayments Help

This is a common issue when the network fee isn’t included in the total amount sent. It occurs when a buyer often refers to the fiat amount being sent and not the crypto amount in the specific currency that is being sent.

The fiat amount does not consider the network fee added on top of the transaction amount. This makes the actual amount being sent slightly less than the amount merchant is expecting to receive to consider the payment complete.

Here’s how to resolve it:

1. Contact the merchant to see if they will accept the short payment. Many merchants accept small discrepancies.
2. If the merchant doesn’t accept the short payment, you will receive an email with instructions for a refund or to send the remaining balance.
3. To send the remaining amount:
   • Follow the payment link to calculate the remaining balance.
   • Send the remaining amount in the same cryptocurrency or choose a different one.
   • If you’re switching currencies, you’ll need to pay the full invoice again while the old payment will be refunded.

For further details, contact the merchant directly.

I sent an overpayment to a merchant. How can I get the excess amount back? - CoinPayments Help

If you overpay, the merchant will receive the exact amount requested, and CoinPayments will send an email to you with instructions to refund the overpaid amount.

Important Notes:

• Refunds are subject to blockchain transaction fees, which will be deducted from the refund amount.
• Ensure your wallet address is correct when claiming a refund.

What happens when the payment I made times out? - CoinPayments Help

Payments must be completed within the time limit displayed at checkout to ensure the exchange rate remains valid. If the timer expires before the payment is confirmed on the blockchain, the payment will time out.

What to do next:

• Refresh the page to restart the timer and make a new payment.
• If your payment was sent before the timer expired but wasn’t confirmed in time, the transaction may still appear as timed out. In this case, you’ll need to contact the merchant to verify the payment and resolve the issue.

I did not receive a refund for the underpayment I made. Why? - CoinPayments Help

Refunds for underpayments may not be processed if the amount is too small to cover the blockchain transaction fees required to send the funds back.
For further clarification, refer to the “Tiny Refunds” section in our User Agreement. If you still have questions, contact our support team.

Can I cancel a payment after it’s been sent? - CoinPayments Help

No, blockchain transactions are irreversible once sent. Always double-check the payment details before confirming the transaction to avoid errors.

How can I track the status of my payment? - CoinPayments Help

Use the blockchain explorer link provided during the checkout process to monitor your transaction. This link allows you to view the status of your payment and confirm whether it has been successfully added to the blockchain.

What are the different types of fees associated with cryptocurrency transactions on CoinPayments? - CoinPayments Help

CoinPayments transactions involve three main types of fees:

• Network and gas fees: Blockchain fees paid to miners for confirming transactions and securing the network. These may include a markup by CoinPayments.
• Transaction fees: A percentage-based fee paid to CoinPayments for facilitating the transaction.
• Partner fees: Fees charged by third-party services integrated with CoinPayments, such as currency exchanges or fiat on/off-ramp services.

Where can I find detailed information about fees on CoinPayments? - CoinPayments Help

For a complete and up-to-date overview of all fees associated with using CoinPayments; including transaction fees, network fees, conversion fees, and deposit/withdrawal fees. Please visit our Fees Page.

Are the fee structures the same for all cryptocurrencies? - CoinPayments Help

No, fees vary based on cryptocurrency type and transaction:

1. Coins vs Tokens:
   • Coins incur a 0.5% transaction fee for payments and deposits.
   • Tokens incur a higher fee of 1%.
2. Conversions:
   • Stable-to-stable conversions have a 1% CoinPayments fee, while other conversions have a 1.5% fee.
3. UTXO vs Account-based currencies:
   • Different network fee structures apply for withdrawals.

Some transactions, such as internal transfers, may not incur fees regardless of cryptocurrency type.

Do you charge for token transactions, and if so, how much? - CoinPayments Help

Yes, CoinPayments does charge for token transactions. Here are the specific fees for token transactions:

1. Payments and Commercial Deposits:
   • Tokens have a 1% transaction fee.
2. Crypto-to-crypto conversions involving tokens:
   • Stable-to-Token, token-to-stable, or token-to-token conversions: 1.5% CoinPayments fee + 0.1% exchange partner fee per conversion pair.
3. Withdrawals:
   • Generally, there's no transaction fee charged by CoinPayments for withdrawals.
4. Internal Transfers:
   • Typically, there are no fees for internal transfers of tokens within CoinPayments.

It's important to note that these fees are in addition to any applicable network (gas) fees, which can vary depending on the blockchain and network conditions at the time of the transaction. For more info on the network fees applied for each transaction type, see specific fees for deposits, withdrawals, and conversions on our Fees Page.

Are there any markup fees for currency conversions, and how are these determined? - CoinPayments Help

There are markup fees for currency conversions on CoinPayments:

1. Conversion fees:
   • Stable-to-stable conversions: 1% CoinPayments fee.
   • Stable-to-Token, token-to-stable, token-to-token conversions: 1.5% CoinPayments fee.
2. Additional fees:
   • Exchange partner fee: 0.1% per conversion pair.
   • Applicable network fees for putting outgoing and incoming transactions on chain (Note: Conversions may incur multiple network fees when 3rd party exchanges are used, as funds have to be sent on-chain from CoinPayments to the exchange and back.)

What are the fees associated with off-ramping (converting cryptocurrency to fiat)? - CoinPayments Help

Our off-ramp fees (converting cryptocurrency to fiat) consist of:

1. Transaction fee: CoinPayments charges a percentage of the total transaction amount.
2. External fees: These vary based on the specific cryptocurrency and off-ramp method chosen. They include network fees and third-party service provider fees.

It's important to note that CoinPayments doesn't control the external fees, as they are set by the respective networks and service providers.

Can you explain the fees charged by your conversion partners? - CoinPayments Help

Our conversion partners charge fees primarily for the exchange services they provide. These fees are typically calculated as a percentage of the transaction amount. The exact fees may vary depending on the specific conversion pair (e.g., BTC to ETH, ETH to USDT) and the partner's pricing structure.

Typically, the exchange partner fee per conversion pair constitutes 0.1%.

It's important to note that these fees are in addition to the fees charged by CoinPayments itself. Therefore, when converting cryptocurrencies on CoinPayments, you'll be subject to both CoinPayments and conversion partner fees.

What are the estimated costs for sweeping (consolidating) funds? - CoinPayments Help

The estimated costs for sweeping (consolidating) funds on CoinPayments depend on several factors:

• Currency type: UTXO currencies (like Bitcoin) have different sweeping costs which are typically lower compared to account-based currencies (like Ethereum).
• Number of addresses: The more account-based addresses are involved in the sweep, the higher are the potential costs.
• Smart contract activation for permanent account-based addresses: CoinPayments supports two types of addresses for account-based currencies - temporary and permanent addresses. For permanent account-based addresses, sweeping funds from addresses that haven't been activated on a smart contract may incur higher initial costs. For more information on the two address types and fee structure see our documentation here.

We provide more specific cost estimates based on your individual situation. You can contact our support team for detailed information.

How can I check current network fees for a specific currency? - CoinPayments Help

There are two methods to check network fees on CoinPayments:

1. Using the Blockchain Fees Endpoint:
   • Access the endpoint:
     https://api.coinpayments.com/api/v2/fees/blockchain/{currency}
   • Replace {currency} with the currency ID in the CoinPayments system.
   
   To find the currency ID:
   
   Use this endpoint:
   
   https://api.coinpayments.com/api/v2/currencies
   
   Important Note:
   
   The fees displayed via this method may not be 100% accurate for all transactions. Factors like the transfer amount and destination address can affect the actual network fees. For a more accurate value, use option 2.
   
   
2. Using the Spend Request Endpoint:
   • Call this endpoint before sending funds:
     https://api.coinpayments.com/api/v2/merchant/wallets/{walletIdStr}/spend/request
   • Replace {walletIdStr} with the wallet ID where the funds will be sent from.
   
   The response will include the exact network fee in the blockchainFee field, which will be charged once you confirm the transaction.

Note for conversions:

When converting currencies, additional network fees will apply to the converted amount when the funds are sent back to you after conversion.

Does CoinPayments collect user information? - CoinPayments Help

When dealing with traditional blockchain payments, data privacy is typically maintained. However, when using a third-party service like CoinPayments, minimal user data is processed and stored to ensure smooth transactions and user satisfaction.

Examples of data processed through our dashboard:

• Name
• Email associated with the account
• Transaction timestamp
• Transaction status
• Amount of cryptocurrency processed
• Transaction fee amount

Data Protection:

We take user privacy very seriously. All user information is stored on secure servers protected by physical and technological security measures. We may use this data for internal research and to improve our services. If you are not comfortable with your data being used for these purposes, we recommend not using our services.

Where can I find CoinPayments Privacy Policy? - CoinPayments Help

You can access our most recent Privacy Policy by visiting our website’s dedicated policy page.

Where can I find the User Agreement? - CoinPayments Help

The latest version of our User Agreement is available on our website. Please review it for complete details on how we operate and what you can expect when using our services.

How can I make my account more secure? - CoinPayments Help

To protect your account, we recommend the following steps:

• Use a strong, unique password for your CoinPayments account.
• Enable 2-factor authentication (2FA) to prevent unauthorized access.
• For additional safety, store large amounts of cryptocurrency offline in a cold storage wallet.

How will CoinPayments use my ID and email address? - CoinPayments Help

We use your email address and ID to:

• Provide fast and efficient technical support.
• Conduct internal research and commercial activities.
• Keep you updated with monthly newsletters and platform updates.

Note: We never share your information with external third parties, and you can opt out of marketing emails at any time through your account settings.

How do I report an unauthorized transaction? - CoinPayments Help

If you notice any unauthorized transactions on your account:

1. Submit a ticket immediately through www.CoinPayments.net/v2-support.
2. Change your CoinPayments password as well as your email password if you are using email-based 2FA.

Our support specialists are available to assist you promptly.

Do you use cookies on your website? - CoinPayments Help

Yes, we use cookies. A cookie is a small piece of text sent to your browser by the website you visit. It helps the website remember details about your visit, such as your preferred language and other settings, to enhance your experience during future visits.

How can I manage cookies and adjust my preferences? - CoinPayments Help

You can manage cookies directly from your browser settings. Most browsers allow you to block or delete cookies or customize your preferences to suit your privacy needs.

How do I know that the CoinPayments platform is secure? - CoinPayments Help

We prioritize security and adhere to strict cybersecurity standards to protect users and their funds. Our platform is monitored 24/7 by a dedicated team of experts to identify and address potential threats.

Security measures include:

• Advanced encryption protocols
• A nearly flawless security track record
• A public bug bounty program to encourage security researchers to report vulnerabilities (none have been found so far)

Our commitment to user safety ensures a highly secure experience on the platform.

Does CoinPayments provide any insurance? - CoinPayments Help

No, CoinPayments does not offer insurance coverage for user funds. We recommend users take extra precautions, such as storing significant amounts of crypto offline in a cold storage wallet.