Whether it's your first redemption or your 23rd, you may have a few questions about the redemption 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 redemption 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 redemption request says "Verifying" - what does that mean?
"Verifying" means the redemption request needs your verification to proceed. Once the redemption is requested, a COIN system email is sent to verify your redemption request. You need to open this email and follow the prompts within. This system email is sent to the same email address as your COIN account email address.
The Verifying status only lasts 3 days: If you do not verify within 3 days of requesting to redeem, your request will expire.
Help! My Redeem Went Through, but I Don’t See My Tokens / ETH / BTC!
Redeeming for XYO? Make sure you've added XYO to your wallet!
Adding XYO as a custom token will often fix this issue if your redemption was for XYO. If it was not, you may want to consider:
- Double-checking you sent the redemption to the correct address (visit https://my.coinapp.co/redeem to see your redemption details)
- Making sure you sent your assets to a compatible wallet
If you still don't see your XYO, you may need to contact the wallet you sent those assets to for help. Please contact your wallet's support team with the transaction information for this redemption for help with locating the assets. To acquire the transaction information, log in to https://my.coinapp.co/redeem and scroll to the bottom of the page. Click the transaction link, and share this with your wallet's support team.
ETH/BTC: If you don't see your assets in your Coinbase account after the redemption has been processed, please contact our team for help!
How do I contact my Wallet’s Support Team?
If you need to contact your crypto wallet'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 redemption is fulfilled, you can see the transaction link at the bottom of https://my.coinapp.co/redeem after logging in.
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 - resulting in a constantly changing market value. To see current values, try checking out Coin Market Cap or another crypto market website to view the current price.*
*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.