Q1: Will the total amount of the daily KuCoin bonus be disclosed?
A: The amount of Kucoin bonus is calculated based on the amount of asset held at 0:00 on a daily basis and the trading fee of Kucoin Shares KCS today.User can only check their daily bonus. We won’t disclose the total amount of the daily bonus.
Q2: Why are my assets in orders?
A: An order you have placed but has not been completed yet, the assets will be “in orders”. Or you have a withdrawal hasn’t been processed. You can go to Assets-Open orders to cancel your pending orders, and go to Assets-Withdrawal to cancel your withdrawals.
Q3: Why didn't I get the KuCoin bonus?
A: The user must hold six or more amount of KCS to be counted in the bonus system.There may be a slight delay of the bonus system, you may not receive bonuses within 3 days of purchasing KCS. The amount of KuCoin bonus is calculated based on the amount of asset held at 0:00 on a daily basis and the trading fee of KuCoin Shares KCS today. If the calculated amount is less than 0.00000001, the amount of KuCoin bonus will be ignored.
Q4: How long does it take to complete an order?
A: On our exchange, the bid price and ask price are the user's own input, the best price we shows is only the reference price. If you want to make a quick deal, you can enter the best price, or click the sell orders and purchase orders below order book.
Q5: Why is the "invalid address" when I withdrawal.
A: We don’t support that withdraw to an address of KuCoin.
If the token is an ERC20 token, the system doesn’t support sending token to a smart contract address.
Q6: Why can't I send KCS to KuCoin from a private wallet?
A：I guess you might have sent all of your KCS to KuCoin. In fact, the private wallet doesn't support this service, you have to keep a small amount of KCS in your private wallet. For example: you have 100 KCS in private wallet, you can only send 99.99999KCS out.
Q7: Not receiving email from KuCoin, how to do?
A: It's possible that your network is delay,I suggest you check your mailbox later.The activating email is valid for 12 hours.
Please try to get a few more activation emails and go to check the spam. I think you need to clear your email cache.
Try to add our email@example.com address to your mailbox white list.
If it still doesn’t work, you’d better use another email to sign up.
How to add white list to Google mailbox?
If you aren’t using the Google email, it's a recommend that search the tutorial in the web.
Q8: How to KYC authentication for company account?
A: The company account can be authenticated by the company representative’s information. Actually, the company account is the same as the personal account, they have the same function.
Q9: Why are my assets shown to be zero?
A: This is asset display error. As a matter of fact, your assets are safe and available, you can trade and withdrawal your assets, we will fix the problem as soon as possible, just refresh your browser to check again after a few hours.
Q10: How to deposit ETN?
A：The deposit of ETN is inconsistent with other tokens. When you deposit, not only input the receiving address, but also input the KuCoin payment ID. You need to go to Asset-Deposit-select ETN to get your ETN address and payment ID.
Q11: How to bind Google 2FA if I don’t have a smart phone?
A：If you don't have a smartphone, please try installing the authenticator on your computer to bind Google two-step verification.
Q12: Where are the trade fees deducted? Is there a list?
A: The trade fee is deducted from the token you bought or sold. For example: If you sell 1000KCS to 10ETH, the system will deduct 0.01ETH as the trade fee, you actually only get 9.99ETH. If you bought 1000KCS, the system will deduct 1KCS as the trade fee, you will receive only 999 KCS.
You can go to Account-Trade history to check the fees details.
Q13: Can I transfer funds from KuCoin to an address of KuCoin?
A: We don’t support transfer funds from KuCoin to an address of KuCoin, you need to input an address of other platform.
Q14: Why did my withdrawal disappear?
A: I’m afraid there may be a slight delay, 2-3 hours of delay is normal, I recommend you check the the transaction again after 2-3 hours. If there is no information in blockchain, you can submit a request in help center.
Q15: The ERC20 token’s withdrawal failed , how to do?
A：If the transaction in blockchain is fail, you need to submit a request in help center, and fill the following information.
1.The recipient address and Txid (T\hash).
2.The type and amount of coins.
3.The KuCoin email address.
4.The screenshot of your withdrawal.
Q16: When can I receive the forks?
A: There is no definite date as to when the distribution will happen, once the fork is completed, we will take a snapshot of the blockchain and rewards all holders their respective tokens.
Q17: How long do I have to withdraw, deposit and trade the fork coins?
A: Once the forked wallets are stable, we will open them for withdrawal and determine later whether to open the relevant trading pairs dependent on the specific circumstances regarding the forked tokens.
Q18: When will the promotion rewards be issued?
A: In general, the system will calculate the results within a week after the end of the promotion, and the rewards will be paid within one month.
Q19: Where can I check my login history?
A: Login KuCoin and then go to Account-Overview-Recent login. You can view the login history of last 4 months.
Q20: What should I do if the withdrawal confirmation email expired?
A: The mail is valid for 30minutes, if it’s expired, you can click “Resend” in the withdrawal history
Q21: Can I deposit from a smart contract address?
A: KuCoin insist on the principle of customer focus, we have improved our program, KuCoin system has already supported the contract deposit.
Q22: Why is my balance insufficient when I withdraw?
A: When you withdraw, the amount of coins can only be accurate to four decimal places.If you copy the balance to the input box directly, it's going to be rounded. It’s a recommend that you’d better input an integer.
Q23: Why do some tokens have the same address?
A: In kucoin, if they are based on the same network development of tokens, they have the same wallet address.
For example: based on Ethernet development tokens: KCS - UTK - MTH - ETH - EVX - WTC. Based on the ant network development of tokens: NEO - GAS - the RPX, don't worry, the system will automatically identify the tokens, your tokens are not lost.(but you must to click on the correct coin’s wallet address to apply the address,otherwise your currency won't get into your account.
Q24: Can I use KuCoin without Google two-step verification?
A: For your account security, please be sure to bind Google two-step verification, and you will not be able to deposit without Google two-step verification.
Q25: Does KuCoin support stop-loss orders and limit orders?
A: we are offering limit order trading system now. stop/loss order hasn’t been offered yet.
Q26: Deposited the ERC20 token to ETH address, how to do?
A: Actually, the addresses of the ERC20 tokens are the same as the ETH address on KuCoin, so your token is not lost.
you must apply for the Corresponding address. For example, if you want to deposit UTK , you need to go to Assets ->Deposit -> Select UTK to apply the address.