Whether it's your first redeem or your 23rd, you may have a few questions about the redeem process. We've listed a few below to help you out!
If you still have a question and can't find an answer in the Help Center, try contacting our team for help!
- My redeem request says "Verifying" - what does that mean?
- Help! My Redeem Went Through, but I don’t See My Tokens!
- How do I contact my Wallet’s Support Team?
- What is / How do I find a Transaction Hash?
- Why does the amount of XYO Tokens change when I redeem?
My redeem request says "Verifying" - what does that mean?
"Verifying" means we have sent you an email to verify your redeem request. You need to open this email and follow the prompts within. The email is sent to the same one your COIN account is under. "Verifying" status only lasts 3 days. If you do not verify within 3 days of requesting to redeem, your request will be canceled.
Help! My Redeem Went Through, but I don’t See My Tokens / ETH / BTC!
Redeeming for XYO Tokens? Make sure you've added XYO to your wallet!
Adding XYO as a custom token will often fix this issue if your redeem was for XYO. If it was not, you may want to consider:
- Double-checking you sent the redeem to the correct address (visit https://my.coinapp.co/redeem to see your redeem details)
- Making sure you sent your assets to a compatible wallet
How do I contact my Wallet’s Support Team?
If you need to contact your cryptowallet's support, the easiest way is to search the internet for your wallet type and "support".
Here's a list of some common wallet support teams:
- Trust Wallet
- Metamask Wallet (Note: Their Support is moving to: https://community.metamask.io/)
- Coinbase Wallet
- Atomic Wallet
- MyEtherWallet (MEW)
What is / How do I find a Transaction Hash?
A transaction hash is a unique ID or "receipt" of a transaction on the blockchain. Once your redeem is fulfilled, you can see the transaction hash link here: https://my.coinapp.co/redeem
The link will take you to Etherscan, which is a place to view transactions, wallets, etc on the Ethereum blockchain.
Why does the amount of XYO Tokens change when I redeem?
XYO Tokens are an ERC-20 token on the Ethereum blockchain. They can be traded, bought, and sold so they have a changing market value. To see current values, try checking out Coin Market Cap or another cryptomarket website to view the current price.*
When XYO Tokens increase in value, you get less of them and when they decrease in value, you get more of them for the same amount of COIN. The value exchange is still the same in either case though.
*Please note that the price may differ slightly from site to site, and our exchange rate will also differ from the site because it is based on an algorithm to protect against extreme volatility and price manipulation.