Frequently Asked Questions

What is CoinPlaza?

CoinPlaza is a non-custodial instant crypto currency exchange. At CoinPlaza you can buy, sell and exchange crypto currencies in a practical, easy and fast manner. CoinPlaza is also the safest way to buy or sell crypto currencies since we immediately convert your money and send the desired currency to your own wallet, or to your bank account.
Your funds are in our hands only for a very short time frame, strictly needed to perform the currency exchange. We don't provide any option to store your coins or fiat money on our exchange, making it impossible to lose your funds even if your CoinPlaza account gets compromised by hackers. Moreover, we firmly believe users should always own the private keys of their funds.

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How does it work?

We aimed to streamline the process of buying, selling or exchanging cryptos and keep it as simple as possible, using a unified interface for all the exchange directions. Just select the currency you want to send, the currency you want to receive, enter your desired amount and fill in your destination wallet address (or bank account).
It's really as simple as that! Once you have sent the payment to the deposit address you are given, we will immediately convert your funds to your currency of choice and send it to your own wallet or bank account.

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Why should I trust you?

We built our platform with the safety of our customers funds in mind. Instead of regular exchanges where you have to deposit your funds, submit an order, wait for it to be filled and then you can finally withdraw your desired currency, at CoinPlaza we minimized the time your funds are in our hands.
Instead of using internal balances, your funds will be converted to the desired currency and sent to your own wallet straight away. Even if your CoinPlaza accounts get compromised, your funds will never be at risk.
CoinPlaza S.r.l. is a registered company in Italy and you can reach us for any questions sending an email to support at

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How to buy crypto currencies with fiat money on CoinPlaza?

Fiat currencies are available only for verified accounts. Go to your profile to link a bank account (and credit cards in the future) to your CoinPlaza account.
After you have added and confirmed your bank account, you will simply have to select the fiat currency you want to send (or receive) in the exchange page.

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Can the exchange rates change during the transaction?

Cryptocurrency prices are highly volatile, so the rate may fluctuate. It may happen that the exchange rate which you see before your deposit is received is different than the actual exchange rate that will be applied. In that case, the exchanged currency quantity which you receive may differ from what you saw in the previous steps.
Once your deposit has been received, the exchange rate is locked in.

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What is your service fee?

We co-operate with the biggest crypto exchanges in the world to provide you with the best exchange rate for each exchange direction. Our service fee may vary based on the currencies you have selected and it is always shown in your exchange summary before and after you send your currency deposit payment.

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What is a receiver address?

In each transaction, there is always a sender and a receiver. The receiver's address is the cryptocurrency wallet address to receive the crypto currency you want to buy.

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How do I get a cryptocurrency wallet address?

We believe you should own the private keys of your funds, so we will never support custodial wallets. At the moment, we don't provide any wallet functionality to our customers, but we are looking for an easy to use integration with hardware wallets.
You can find a list of wallets for every tokens listed at CoinPlaza in our Info page.
Note that each wallet has its own private key that is required to restore your wallet if lost. Most wallets use mnemonic seeds to restore your wallet: store them in a safe place and never show to anyone for any reason. Once private keys are stolen, your cryptocurrency wallet with all the coins in it will be lost forever.

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Why is my wallet address recognised as invalid?

If your wallet address is recognized as invalid, there is always a reason: maybe you confused a coin for another (such as Bitcoin with Bitcoin Cash).
Make sure that the address you specify matches the actual address of your wallet: maybe there is a typo or a character missing.
In some other cases your wallet may be using a different address format, so you have to check if they support different (sometimes called 'legacy') address types.

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What is a transaction hash?

A tx/transaction ID or hash is a unique identificator of your transaction in a blockchain. Mostly, the hash is a combination of digits and lower case letters that represents a proof that money is sent. Whenever you make a payment, you receive a hash displayed in your wallet.
Our support team may ask you to provide a hash as it is required to locate your payment and resolve your issues.

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What is a memo / payment ID / destination tag?

Payment ID, memo and destination tag are used to identify transactions to merchants and exchanges. This extra identifier allows for the transaction to be matched internally with a particular order.
Never forget to include these identifier when you are asked to, or your funds may get lost permanently!

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What is the minimum/maximum amount?

Minimum and maximum exchange amounts may vary on different factors: exchange direction (sending and receiving currencies), exchanges orderbook liquidity, CoinPlaza internal policies or your account verification level and your daily/weeekly/monthly exchanges volume.
Never send any amount below the minimum or above the maximum amount shown during the exchange process, or it will be necessary to contact our support team and it may take a very long time to recover your funds and send you a refund!

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When will I receive my money?

Once you have sent a deposit, it must be confirmed by the crypto currency network, or for fiat deposits it must be confirmed by the banks. When your payment has been confirmed, we will convert your funds to your desired currency and send it to your wallet address straight away: most orders are completed in just a few minutes!
For crypto currencies deposits, the actual time needed relies on the speed of the blockchain. Generally, the processing speed ranges from thirty seconds to a few hours. On rare occasion, such as in blockchain overloaded or DDoS attacks scenarios, it can take as long as 48 hours. You may want to send a payment with an adequate fee to avoid such situations.

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How do I cancel my exchange?

Blockchain transactions are irreversible. Once the money is sent, it cannot be rolled back. So if you are going to exchange cryptos, think twice and check attentively all the payment details prior to sending money.

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Why is my exchange taking so long?

There may be different reasons for a delayed exchange. First of all, check your exchange status in your profile page.

  • Waiting deposit: We haven't received your deposit yet. If you have already sent a transaction and your exchange is stuck at this status, please wait a few minutes before contacting us.

  • Deposit received: Your deposit has been recorded but we are waiting for confirmations from the blockchain. The confirmation time does not depend on CoinPlaza but on the crypto currency network. Please make sure you always send a transaction with an adequate tx fee to speed up this process.

  • Pending verification: We need to perform some manual verifications before your transaction can be processed. Please wait up to 24 hours for this to resolve, we will contact you by email if needed!

  • Processing: Your deposit has already been received and confirmed. We are now exchanging your funds and you will soon receive your funds to your destination wallet address.

  • Completed: Congratulations! Your exchange has been succesful. Please be aware that you may have to wait until the crypto currency network will confirm our transaction to your wallet address before you can spend these funds.

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Why does my transaction still show waiting for payment although I already paid?

This might be due to several reasons.

  • The transaction hasn't been included in the blockchain yet: please wait a few minutes until your transaction shows as confirmed on block explorers.

  • Currency confusion: the structure of addresses of some crypto currencies are very similiar or actually the same. For example, Ethereum (ETH) and Ethereum Classic (ETC) share the same structure. Always make sure to send the correct currency or your transaction will be stuck and in some occasions your funds may get lost forever!

  • Missing memo / payment ID / destination tag: while sending some crypto currencies such as EOS or Stellar, always make sure to specify the unique identifier exactly as shown during the exchange process.

  • Other internal errors: unfortunately nothing is perfect and we make no exception! Sometimes we might be experiencing internal issues: if you think this may be the case, get in touch with us emailing support at

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What will happen if I close the browser tab?

No worries! Our system will automatically complete the transaction, and the amount will be deposited into your destination wallet address.
You can always check your exchanges from your profile page or check your e-mail address inbox for the exchange order receipt.

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Why is blockchain verification taking so long?

Blockchains are peer to peer networks where transactions need to be confirmed by the network. This process can take from few seconds to several hours depending on the cryptocurrency design and its current network load.
We don't play any role in blockchain confirmations: please be patient in case of delay and make sure to send transactions with an adequate tx fee to avoid such situations in the future.

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