Frequently asked questions
Answers about your account, wallets, and transactions.
Find answers to common questions about account access, displayed rates, wallet addresses, transfers, and account security.
Frequently asked
Questions customers ask most
For a question tied to your own account or transaction, sign in and use Support so it can be reviewed securely.
Getting started
What can I do with an ebitpoint account?
Your account brings together supported wallets, portfolio information, market watchlist, activity history, and entry points for buying, selling, sending, and receiving.
Where do I find my balance and history?
After signing in, open Dashboard for a summary of your portfolio and recent activity. Open Wallets for asset-specific information and Transactions for your history and receipts.
What does a displayed buy or sell rate mean?
A rate helps you understand the current price shown for a selected asset. Review the final amount and transaction details at checkout before you proceed.
Wallets & transfers
What should I check before I send crypto?
Confirm the selected asset, recipient wallet address, and network before submitting a transfer. Crypto transfers may be difficult or impossible to reverse once completed.
How do I receive crypto?
Open the wallet for the asset you expect to receive, then use the address and network shown there. Share only the receiving information needed for that specific asset and network.
Why does the network matter?
Wallet addresses and transfer instructions are network-specific. Using the wrong network can delay a transfer or prevent recovery, so always review it before confirming.
Keeping your account safe
How can I protect my account?
Use a unique password, secure the email linked to your account, and enable two-factor authentication where available. Treat unexpected messages requesting codes or recovery details with caution.
What if I do not recognise activity on my account?
Secure your password and email account, then sign in and contact support as soon as possible. Include the relevant transaction reference if you have one.
Will ebitpoint ask for my password or one-time code?
Do not share passwords, one-time verification codes, recovery information, or private keys with anyone. A legitimate support process should not require you to disclose them.
Still need help?
Account-specific questions belong in Support.
Sign in to create a ticket and include the reference that helps the team understand your request.