FAQ

What is Cointral?

Cointral is a company operating with both physical and online branches with the aim of buying and selling crypto currency and providing reliable consultancy services to its customers. The mission of our company is to enable its customers to invest in the crypto money market by ensuring that their trading transactions are completed consciously and without any problems. There is no hidden or unreasonable fee, while offering an easy-to-use interface, the best exchange rates and secure transactions.

How does Cointral work?

Buy hundreds of cryptoassets and more simply by visiting your nearest Cointral Store.

Come and buy more than 250 cryptoassets with the help of our advisors. We hand-hold you through the transaction process, delivery and secure storage, whether you wish to pay with cash or credit card.

What is Cointral OTC?

Cointral is a crypto currency broker company, currently based in Turkey and MENA region. Our aim is to simplify the cryptocurrency market, making the buying and selling of digital assets simple, transparent and secure.

We provide a telephone broking service for buying and selling of all cryptocurrencies and ERC20 tokens to both the OTC and Retail markets.

Our brokers help clients safely navigate the complex world of crypto trading and more importantly, advise and help on the storage and safe custody of your digital assets.

What is Cointral Online?

Cointral is an instant cryptocurrency exchange that allows you to exchange crypto fast and buy it with a bank card. The service provides the best crypto-to-crypto rates and supports over 140 cryptocurrencies available for exchange.

How does Cointral Online work?

Cointral’s trading algorithm is integrated into the largest cryptocurrency exchange platforms, including Binance, Poloniex, Bittrex, etc. In the span of milliseconds, Cointral makes bids and asks on the platforms, then selects and suggests the best available rate and displays the estimated rate on our site. The rates remain approximate until the transaction is actually made on the blockchain, which is why the exchange rate at the time of a transaction may differ slightly from the estimated rate that you see when you begin a transaction.

Why should you trust us?

Cointral is a team of experienced blockchain technologies and Crypto exchange specialists. With our Cointral platform, users do not have to create an account or provide personal information. This feature allows users to avoid risks such as identity or financial theft. We use trusted trading platforms and offer the best rates.

TRANSACTIONS

How long does my process last?

The processing speed ranges from about five to twenty minutes, depending on the duration of the block egress. Most of the orders work within a few minutes. If the operation is large (more than 1 BTC), the process may take a little longer depending on the process size and block capacity.

What is the Crypto Money Wallet Address?

The Crypto wallet address is a unique combination of numbers and letters from 26 to 35 characters. For example; 17bkzplb4wn6f347plzbr34ijhzqdufz4zc.

How do I get a wallet address?

When you decide which crypto you want to invest in, find a reliable wallet. When you create a wallet, you will automatically receive an address and secret key. Keep your secret key to yourself and don’t show it to anyone.

For security reasons, we don’t ask for your private keys and no one should know.

What is the recipient wallet address?

If you want to buy a crypto currency, you should request that it be sent to a particular crypto wallet. The recipient address is where you want your crypto money to be deposited.

What is Hash ID?

The hash id (also known as “TX”) is the unique identification code assigned to each process registered in the blockchain. This unique code allows you to verify the validity of the blockchain.

How do I cancel the transaction?

Blockchain operations cannot be undone. If your assets have been sent, the transaction cannot be canceled by anyone. Therefore, it is of great importance that all payment details are thoroughly checked before sending out the money.

Why is my resulting amount different from my initial amount?

Exchanging your Crypto currency takes some time to process. Due to the high volume of the crypto exchanges, speed is very important and may vary in both positive and negative directions depending on the final exchange rate. As Cointral, we guarantee that the best price and rate is provided for the users when exchange rate changes occur.

How long does it take to complete the process?

In general, the process through Cointral takes 5 to 30 minutes to complete. However, depending on the following conditions, the duration of your transaction may take more time.

DDoS attacks. Unfortunately, such problems arise from time to time, but we are always happy to help you and solve problems

Updates of crypto coins. We can update the customer and disable some crypto coins. In this case, as soon as you open again, you will be able to regain your existence. Excessive density in the blockchain. Many processes can wait to be included in the blockchain, and you may need to have the order of yours. So some times you may have to wait a little longer.

What is the minimum amount for crypto money translation?

Cointral has no limit for crypto-crypto changes. However, for a transaction, a network transfer fee is charged by the blockchain. The amount sent must be sufficient to cover the fees of the entire blockchain process.

What is fixed rate?

A crypto cycle with a fixed rate is a clearing rate performed on the same rate as the customer, regardless of the fluctuations in the continuation of the process. You create a conversion order and deposit a deposit. You have 20 minutes to deposit your FIAT order, and it is guaranteed that this rate will not change in any way.

What is the difference between fixed rate and standard rate?

During the process flow of the standard rate; Each transaction may have a floating exchange rate due to currency fluctuations, market conditions and network charges. The change of the classic rate at any time may be more or less between the first decision-making process and the finalization process.

Implementing a fixed rate allows a reserve to be prepared to guarantee the price shown at the time of the initial decision against fluctuations in exchange rates. The rate and pricing you will see at the beginning of the change is clear, there is no other charge. As you can see during this process, it may have a different rate than the Standard rate. This ratio provides confidence in the amount and cost of our users depending on the exchange rate risk taken during the transaction.

How does the fixed rate work?

An exchange process is created and you send a deposit. You have 20 minutes to deposit the amount to be converted. During this time, it ensures that the rate will not change in any way and the full amount shown to you is deposited in your wallet.

When to choose a fixed-rate transaction?

If you want to make sure that the amount of crypto assets you receive at the end of the transaction will remain the same, you can choose the flat rate flow. With fixed rate conversions, our users will maintain the stability of the transaction and will be protected from sudden rate drops.

Cointral transcends certain crypto-currencies through third-party partner services. What does that mean?

This precisely means that our designated cycle operations are provided through our stock exchange partners. These processes are not much different from normal Cointral swap transactions, but there are a few things to consider:

We do not perform any KYC control for the operations that will take place in the form of crypto-crypto. Please note that our partners may have different KYC policies.

In any case, the realization of exchanges through the third-party service does not mean that we have lost our responsibility for the exchange. If you encounter any problems during the conversion process, you can be notified to our support team and we can assist you as soon as possible.

Do we have to register with Cointral?

Users are not obliged to register in any way when trading with Cointral platform. However, there are some exceptions.

Cointral automatically controls all transactions with the risk management system. As part of the European AML rules, you may be asked to scan your identity in your country, address and contact information, and additional information about the history of your assets, due to the requirements of the KYC regulations and the platform’s requirements for certain operations.

What is a Destination Tag/Memo?

A Destination Tag/Memo is an additional address feature necessary for identifying a transaction recipient beyond a wallet address.

Why is this needed?

For these types of cryptocurrencies, most centralized exchanges use one address for all traders of cryptocurrencies that use Destination Tag technology.

Therefore, a Tag/Memo is used to determine what actual individual account a given transaction should be assigned and credited to

Example: The address you send one of these cryptocurrencies to can be equated to an apartment building address. The Tag/Memo identifies which specific apartment you live in, in the apartment building.

CREDIT CARD PAYMENTS

SIMPLEX FAQ – https://www.simplex.com/kbtopic/faq/

Which payment methods does you support?

Simplex accepts credit and debit cards issued by VISA and MasterCard. Also, we accept some virtual and prepaid cards. To avoid cash advance fee we recommend to use a debit card.

We only process credit and debit cards and we do not accept any other payment methods(such as wire transfers).

Please note that we do not support American Express and Discover cards. In addition, we are currently unable to support Bank of America cards.

Note, however, that some issuer banks have their own terms regarding where and when those cards can be used, and may decline the charge on their side.

Which cryptocurrencies does Simplex support?

Currently you can purchase Bitcoin, Bitcoin Cash, Ethereum, Ripple, Dash, Litecoin andNEO through our platforms.

Kindly be informed that Simplex is not a cryptocurrency provider, we are an online credit card processor that is in partnership with cryptocurrency providers and cryptocurrency purchase platforms.

What are the daily and monthly transaction limits for Credit Card?

The daily limit is 20,000 USD and the monthly limit is 50,000 USD. We are not able to increase these limits for a specific customer.

Please note that the daily and monthly limits include all fees. Please also note that the daily limit is calculated not as a calendar day, from 00:00 till 23:59, but as a 24-hour period since purchasing.

The monthly limit is counted as a 31-day period since the purchase that reached the limit, and not as a calendar month.

How do I buy using Credit Card?

The process is quite simple and takes a few minutes.

Go to the home page and select USD, GBP or EUR from the upper field (whichever you have) and the crypto you want to buy from the lower field.

Carefully check the rate and the amount you are going to receive.

Specify your BTC or other cryptocurrency wallet address.

Once again, check all payment details, especially the estimated amount you will receive. Go to the next step only if the exchange rate shown is acceptable to you.

Your transaction has been created. At this point, you may see requirements and limits on buying. These are applied only for the for the first several transactions via bank card. Once you have read them, click ‘Pay with Mastercard/Visa’.

Now you’ll be asked to enter your bank card data. Remember that your card must support 3D-secure (verification by phone number).

Enter a valid phone number associated with your card.

You should promptly receive a phone call. You will hear a digital code that you have to enter.

Now go to your online bank app and find the bank statement with a three-digit code to specify. It should look like this:

If for any reason you can’t find the code, there is an alternative option to record your voice saying ‘Indacoin verification’ and send a picture of yourself and your passport.

Once you’ve entered the code or sent your data, wait while your transaction is processed. Within 5-30 minutes, your transaction will be complete and your will receive your cryptocurrency and transaction receipt.

My payment via Credit Card has been declined but I have been charged. Why?

Your card was not charged for any declined payments. It was a credit card authorization check, rather than a charge; the money was held by your bank pending approval or cancellation of those payments. To learn more about authorization holds.

When your payment is declined, the authorization is voided and the money should be released back into your account within 3 business days (weekends not included). If for some reason the authorization hold is not released, please check the following:

Is the charge to “Simplex” visible in your banking statement?

How long has it been since you have carried out a payment?

Were any weekends included into the authorization hold period? Please kindly note, that authorization hold is not being released during the weekends.

If the charge is still visible 3 days (not including the weekends) after the refusal of your transaction and the charge is still visible on your card, please contact our support team. You can do that in two ways:

Live chat through the bottom right side of our homepage

Submit a ticket through our Support Center

My payment via Credit Card has been approved, but I still haven’t received my crypto. Why?

In some cases, your transaction may have already been approved, however your cryptocurrency is still transferring. Please be assured that if your payment has been approved by us, you will receive your cryptocurrency. Registering transactions on the blockchain can take time and this is due to a variety of factors which Simplex has no control over.

To check on the current average confirmation time of blockchain transactions for Bitcoin, please click here.

Why my credit card payment have been charged before receiving my crypto?

When you first made the order, your bank reserved the amount requested; that amount was then put into what is called an authorization hold or pre-authorization state.

This is done to ensure that the card owner has sufficient funds, while we verify your transaction.

In addition, transactions on the blockchain take time. Your transaction may have already been approved, however, your cryptocurrency is still transferring. To check on the current average confirmation time of blockchain transactions, please click here.

Note:

If you do not complete the verification process, or if your transaction was declined, your payment is automatically canceled and the amount will be released by your bank from the authorization hold within 3 business days.

Do you care about AML?

The crypto market is subject to certain rules and regulations that make it necessary for most crypto services to implement the AML procedure.

Cointral strives to protect its users from all kinds of fraudulent activities and the financing of terrorism in the crypto world, and applies AML procedures to all necessary rules and regulations. This procedure confirms the absolute legality of the transaction performed before the regulatory authorities. You therefore acknowledge that you are a lawful citizen and that you have no reason to make any unfair claims against you.

Is your AML procedure sufficient?

Cointral’s AML procedure is supported by an automated risk prevention system. When a transaction is identified as suspicious on the system, the swap transaction is stopped and the user is expected to verify the credentials.

There are a number of criteria and algorithms that the system uses. Therefore, they cannot be made public, otherwise there will be those who try to abuse these criteria to deceive the algorithm. This system has proven to be very useful to money launderers and fraudsters.