Frequently Asked Questions
To open a ticket or browse our extensive knowledge base, please visit our Help Desk
How do I register?
How do I verify my account?
After registration, you will need to verify your account before you start trading or using our services. Please provide the requested personal information and click Next. International users will need to upload a copy of their passport. Follow the directions and then click Done.
Our staff will process your request and within one business day you will receive either a verification confirmation or a request for additional documentation.
How do I start trading?
After verification, in order to start trading, click on Wallet to deposit funds to buy crypto using a credit/debit card (in GEL) or by bank transfer (USD or GEL). You can also generate deposit addresses for transferring crypto from outside Cryptal.
What is OTC?
At our Over-The-Counter (OTC) desk, we help buyers and sellers execute large trades, allowing them to bypass the exchanges and keep trades off the public order books.
For more information, contact our team at email@example.com.
What is the difference between Instant Trade and Exchange?
How do I use Instant Trade?
Go to the Instant Trade section on the Cryptal platform, indicate the coin you want to buy or sell from the menu bar, choose one of the preset amounts or indicate your own amount, and click the Buy Now button.
How do I use the Exchange?
Our Exchange supports two order types: Market and Limit orders.
A Market Order is a type of order to buy or sell cryptocurrencies immediately. It ensures that the order will be executed, but does not guarantee the execution price. A Market Order generally will be executed at or near the current bid or ask price. However, the last-traded price is not necessarily the price at which a Market Order will be executed.
A Limit Order is a type of order that you place on the order book with a specific limit price. This price is determined by you, meaning that the trade will only be executed if the market price reaches your limit price. Therefore, you may use Limit Orders to buy or sell at prices lower or higher than the current market price. Limit Orders are placed on the order book and are not executed immediately.
How do I deposit funds to my account?
In order to deposit funds, select the Wallet menu and choose the desired wallet from the Crypto and fiat wallets in the section on the left.
You can deposit fiat using a credit or debit card (in GEL), or by bank transfer (in USD or GEL) to your Cryptal wallet.
If you choose a crypto wallet, you will need to generate a deposit address first. For Ethereum-based addresses (ERC20), please write to firstname.lastname@example.org to receive your first address.
After generating an address, a QR code and wallet address will show up in the section on the right. Use this to transfer your digital assets to Cryptal. Your coins will be reflected in your wallet after the required number of confirmations for that particular blockchain.
If you want to deposit GEL or USD, choose the relevant wallet from the section on the left. If you are depositing from a bank card, you'll be able to choose from previously saved cards or you can add a new card. Indicate your amount and click Deposit. Your added funds will be reflected within a few minutes. If you select Wire Transfer, you'll be provided with our account information. Local bank transfers will be reflected within one business day, while international transfers may take up to 2-3 days.
How do I withdraw funds from my account?
You can withdraw cryptocurrencies or fiat money from your Cryptal wallet. You must have Google Authenticator enabled for two-factor authentication when making a withdrawal.
To withdraw funds, go to the Wallet menu and choose the desired wallet from the crypto and fiat wallets in the section on the left. Then, click Withdrawal in the section on the right.
If you’re withdrawing from a crypto wallet, you will be asked to indicate a destination address and the amount of coins. Take note of the blockchain fee, and click Withdraw. Your updated coin balance will be reflected in your wallet, and the recipient will receive the coins after the required number of confirmations.
If you want to withdraw fiat, choose the relevant wallet from the section on the left. Provide your bank account information for a wire transfer and indicate the amount. Local transfers will be reflected within 1 business day, while international transfers may take up to 3 days. You can also withdraw GEL to your credit or debit card. Select a previously saved card or add a new one first, indicate the amount, and click Withdraw.
How much does it cost to use Cryptal?
Cryptal may charge fees for the following services:
- Trading Transactions
All exchange trades have a 0.25% maker/taker fee. Instant trade transactions do not incur an additional fee.
Crypto deposits are free. USD and GEL deposits made by wire transfer are also free. Deposits taken from a Visa or Mastercard will be charged 3%.
Withdrawals in USD are subject to a 1.5% fee; outbound wire transfers in GEL are charged 2% of the amount. Withdrawals made to a Visa or Mastercard are 1 GEL for TBC cards and 1.2 GEL for BoG cards. Crypto withdrawal fees vary based on current blockchain fees.
For more information, see our Fee Schedule.
Is Cryptal safe?
Yes, Cryptal is safe! Keeping our clients’ funds secure is critical for us. Cryptal employs security best practices and utilizes advanced security technologies. We are compliant with the ISO 27001 information security standard and the CryptoCurrency Security Standard (CCSS).
What is 2FA?
2FA or Two-Factor Authentication is an extra step of security for Cryptal accounts and it is created to ensure that the account owner is the only person who can access their account, even if someone knows their password.
When signing into your account, you will be asked to provide your password and an authentication code generated every thirty seconds by Google Authenticator. You will also need 2FA enabled to make withdrawals.
We strongly recommend activating 2FA as it prevents unauthorized access to your accounts.
How do I activate 2FA?
You can enable 2FA when creating your account or at any time from your user account settings.
You will need to have Google Authenticator installed on your smartphone in order to enable 2FA.
What nationalities can be verified?
Citizens and residents of most countries can be verified with their passport or residency card, but there are several that cannot be, including:
- North Korea
- South Sudan
- United States of America
See the complete list here.
Do ETH and USDT use the ERC20 network?
Yes, our Ethereum-based addresses are on the ERC20 network.
Can XRP, XLM, or LUNA transactions be recovered if sent without a tag/memo?
When sending or receiving Ripple (XRP), Stellar (XLM), or Terra (LUNA), you must indicate the correct destination address tag or memo. This is a separate unique number shown together with the deposit. If this tag is not included in the transaction, your funds may be lost. If you accidentally send funds without a destination tag/memo, we can try to recover them if you provide us with the following information:
- Destination address and amount of crypto sent
- Transaction date
- A screenshot of the transaction details, including the transaction identifier/hash number showing the transaction on the platform from where it was sent
Note that you must be verified on Cryptal to request this service.
Once you have provided all of the information listed above, we will try our best to recover your funds. It may take 5-7 working days for the deposit to be recovered and we do not guarantee that we will be able to retrieve the funds. Considering the time and effort involved in manual retrieval, we will charge a processing fee of 5% of the transaction amount for such requests after the first one. This amount will be deducted directly from the recovered transaction amount.