COINPIAC FAQs

Last Updated 8th August, 2018

Onboarding

Creating Account

How do I create my personal Coinpiac account?

  • Open www.coinpiac.com
  • Click in Sign up Tab, Click on Create New Account
  • Enter your E-Mail id, Enter password, Re-Enter password, click on check box
  • Submit
  • You will receive confirmation e-mail for e-mail id verification to active your Coinpiac account, click on link to verify your e-mail address

How do I create my company Coinpiac account?

  • Open www.coinpiac.com
  • Click in Sign up Tab, Click on Create New Account
  • Enter your corporate E-Mail id, Enter password, Re-Enter password, click on check box
  • Submit
  • You will receive confirmation e-mail for e-mail id verification to active your Coinpiac account, click on link to verify your corporate e-mail address

Updating Personal Information

Do I need to fill my personal information & Why ?

Yes, it is mandatory to update your personal information to ensure your identification and safe trading.

Which details are required?

Login into your Coinpiac account and click on My Profile

  • Name
  • Mobile No
  • Address
  • D.O.B. (Date of Birth)

KYC/AML

Why should I do KYC/Or is it mandatory to do KYC ?

  • As per the policies of Coinpiac, it is required, that every customer trading in Coinpiac exchange has to validate their KYC periodically, hence enabling Coinpiac to serve its customer the best.
  • Customer, who fails to do KYC, would not be able to avail Fiat Deposit and Withdrawals as well as other features offered by the exchange.

What KYC documents are required for personal Coinpiac account?

  • POA (Proof of Address)
  • POI (Proof of Identity)
  • Bank Account Details (Recent Bank Account Statement)

What KYC documents are required for company Coinpiac account?

  • Article of Incorporation (POI)
  • Utility Bill (POA)
  • Company’s recent bank account statement and reference letter from Bank.

Can I add multiple Bank accounts for deposit and withdrawal?

No, As per our policies you can add only 1 bank account.

What file formats are supported for KYC documents?

Image Formats Supported: PDF, JPG, TIFF, PNG & BMP
Minimum File Size 400 kb
Maximum File Size 4MB
Image Colour Min. 8 Bit Grayscale
Image Colour Depth Max of 24 bit
Document Size (not image size) pixels 1200

How much time is required for KYC approval?

It will take 24 – 48 hours

Moving Funds

How to deposit my crypto assets in Coinpiac?

  • Login into your Coinpiac account
  • Click on Transfer Funds and choose deposit.
  • Select the Crypto Currency which you want to deposit.
  • Copy the displayed wallet address or use QR code scanning to send crypto currency from your external wallet.

When will the transferred crypto currency reflect in my Coinpiac account?

As soon as blockchain confirmations are cleared, your crypto currency will get credited into your Coinpiac account.

How to deposit FIAT in my Coinpiac account?

We accept FIAT deposits in 3 currencies.

  • GBP (Only UK B2C)
  • USD (B2B and B2C)
  • EUR (For Corporate accounts only)
  • BATWA Card (USD Only)

Steps to Deposit

  • Login into your Coinpiac account
  • Click on Transfer Funds and select deposit
  • Choose the FIAT currency and enter the desired amount.
  • Select the method of payment (Bank account or BATWA account) and select respective account.
  • Click on Submit
  • You will receive an e-mail from Coinpiac with the banking details and reference number
  • Initiate a wire transfer or SEPA from your registered bank account along with reference number (received in e-mail)
  • The amount will be credited in your Coinpiac account in 3 – 5 business days

Trading on Exchange

How do I place an order?

You can place two types of orders : Market Order and Limit Order
Market Order

  • Login into your Coinpiac account
  • Click on Trade and select Buy or Sell
  • Select the Currency type and enter the amount
  • Select the trading pair or currency you want to trade against.
  • Please view the charges displayed below before executing trade.
  • Click on Place Order

Limit Order

  • Login into your Coinpiac account and move to Trading Arena
  • Select limit order in the Trade window.
  • Choose Buy or Sell, Select amount and set limit price
  • Set the expiry date of order (Default 30 days)
  • Please view the charges displayed below before placing the order.
  • Click on place order

Note :-  You can check your open order details on Dashboard

How much time it will take to execute order?

  • If your order matches with any existing orders in the trade book, it get executed immediately.
  • Coinpiac has developed extensive mechanism to penetrate the global liquidity market, enabling our customers to fill their order books very quick.

How can I cancel my order?

  • Login into your Coinpiac account
  • You will be able to view your open order on Dashboard
  • Select the order which you want to cancel
  • Click on “x” button, your order will be cancelled.

Withdrawal

Crypto withdrawal

How to withdraw my crypto assets from Coinpiac?

  • Login into your Coinpiac account
  • Click on Transfer Funds and choose withdrawal.
  • Select Crypto currency and enter the desired units to withdraw
  • Enter the transfer address
  • You will be able to view fees details, Click on Submit

Note : Advisable to copy and paste your transfer wallet address to avoid any typing error.

Where can I check my transaction Id?

You can check them in Transaction page on dashboard.

How to withdraw FIAT from Coinpiac?

Coinpiac gives it’s customers the convenience to withdraw FIAT in multiple currencies.

  • GBP (Only UK B2C)
  • USD (B2B and B2C)
  • EUR (B2B and B2C)
  • BATWA Card (USD only)

Steps to withdraw

  • Login into your Coinpiac account
  • Click on Transfer Funds and select withdraw
  • Choose the FIAT currency and enter the desired amount.
  • Select the destination account for withdrawal (Bank account or BATWA account).
  • Click on Submit
  • You will receive an e-mail from Coinpiac once your request order is submitted, followed by a withdrawal confirmation e-mail.
  • The amount will be credited in your registered bank account in 3 – 5 business days.

Technical Questions

Withdraw to wrong address

  • Bitcoin (BTC), Bitcoin Cash (BCH) and Litecoin (LTC) carries identical address format, hence we advice users to be careful while performing the such transactions. Unfortunately, some users end up sending BTC to an BCH or LTC address, resulting in financial loss and trauma.
  • Crypto transactions are irreversible.

Can I send non supported crypto currencies into Coinpiac exchange?

  • Please be careful, while sending your Crypto Currencies to your Coinpiac crypto wallet. Make sure that you send crypto currencies that are listed in Coinpiac exchange as well as to their respective addresses. Failure to this would result in loss of your crypto assets as Coinpiac would not be able to revert it or retrieve it for you.
  • COINPIAC cannot help you in this, please be careful while sending the crypto currency to Coinpiac make sure you send only Coinpiac supported currency. As we do not have it we cannot give or revert it back

Why my Crypto transfer is pending?

Blockchain processes around 7 transactions per second. While experiencing congestion, the transaction may take longer time. We advice you to refer the blockchain transaction Id.

Can I or Coinpiac reverse or alter my crypto transaction?

No. It is extremely important to be cautious before you initiate a transaction.

I am unable to perform any outgoing transactions post password reset?

We give extreme importance to security. Hence, in the environment of password reset, our system blocks the outgoing transactions and safeguard your assets. This block can be removed after successful user verification by contacting [email protected]

Can I get my private key from Coinpiac?

No. We are a hosted wallet, hence we do not share Private Keys.

How to change password ?

  • Login into your Coinpiac account and select “My profile”.
  • Select “User Security Preferences” and click “Change Password”.
  • Enter Old Password and choose New password and proceed

General Questions

From where I can check my exchange transaction history?

  • Login into your Coinpiac account
  • Click on Transaction
  • Select the date range and click on show

From where I can check my login history?

  • Login into your Coinpiac account
  • Click on History Logs
  • Select the date range and click on show
  • You will able to view activity with date, time and I.P. address

Can I have multiple accounts in Coinpiac?

As per our policy you can have only one registered account with Coinpiac.

Which Fiat currencies are supported in Coinpiac?

You can deposit and withdraw EUR, USD and GBP in Coinpiac.

Which Crypto currencies are listed in Coinpiac?

  • Bitcoin (BTC)
  • Bitcoin Cash (BCH)
  • Bitcoin Gold (BTG)
  • Ethereum (ETH)
  • Litecoin (LTC)
  • Doge (XDG)

What is an Order Book?

An order book is the list of orders that are initiated on exchange with the purpose of ledger. The trade engine uses this records to fulfil orders.

What is Partial order?

  • If any order gets partially executed, its called partial order.
  • i.e. If Person “A” has placed an order to buy 1 BTC at the rate of $ 5,000, and Person “B” has placed an order to sell 0.5 BTC at the rate of $ 5,000, then the order of Person ‘A’ will get partially executed and vice versa.

What is difference between Market order and Limit order?

MARKET ORDER :

  • Market Orders are executed at the best available market price. Please be informed that market prices are highly volatile and may not fetch desired price of your interest.

LIMIT ORDER :

  • Limit orders allow you to set a price range for your buy/sell orders. Your order gets executed once your set price triggers.

What does a Pending trade indicate?

Pending trades are the non executed orders as they awaits the limit price set to trigger.

How to protect my Coinpiac account?

  • We advice you never share your coinpiac login credentials with others and safeguard it.
  • We advice you to change the password, periodically.
  • We advice you to activate 2FA (two factor authentication) to add another layer of security.

How to activate 2 Factor Authentication in Coinpiac?

  • Login into Coinpiac
  • Go to My Profile
  • Go to “User Security Preference”
  • Enable the 2 Factor Authentication
  • Down Google Authenticator from play store
  • Scan the QR Code