Frequently Asked Questions (FAQ) on KuCoin

Account

Cannot Receive SMS Verification Code

Please ensure you have clicked the “Send Code” button. You need to click the "Send Code" button to trigger the SMS code sent to your phone.

The mobile phone can not receive SMS confirmation code, may also cause by the following reasons:

1. Mobile security software interception (for smartphone users who have installed security software)
Please turn on the mobile security software, turn off the interception function temporarily, and then try to obtain the confirmation code again.

2. The SMS gateway is congested or abnormal
When the SMS gateway is congested or abnormal, it will lead to the delay or loss of the sent SMS code. It is recommended to contact the mobile phone operator to verify or try to obtain SMS code after a period of time.

3. The frequency of sending SMS code verification is too fast
It means you send SMS code verification too frequently, it is recommended to try again after a period of time.

4. Other issues
Such as, whether your mobile phone is in arrears, whether the storage of the mobile phone is full, or whether the environment network is poor, etc. may cause you not receiving the SMS verification code.

Cannot Receive the Confirmation Email

If you cannot receive KuCoin confirmation emails, please give a reference to the following instructions to know more:

1. It is more likely the network delay cause the issue of miss receiving the code, please try refreshing your mailbox to check if the pertinent information is going to display. Please be advised that the code is valid for 10 minutes.

2. Please try to click the "send Code" button one more time and check if the relevant email is sent to the inbox or spam box.

3. Please ensure the registered email address is the one to receive the verification email.

4. Try to add our [email protected] address to the whitelist of your mailbox, then click the "send Code" button again.

How to add whitelist to google mailbox?
https://www.lifewire.com/how-to-whitelist-a-sender-or-domain-in-gmail-1172106

The registration may prefer by using google email. If you are not using Gmail, here we would like to recommend you google search the tutorial and complete the process.
 

*NOTE*
If you click the “Resend” button multiple times, please input the code from the most recent email.

Deposit and Withdrawal

What is Transaction Hash/Txid?

When you successfully withdraw coins from KuCoin, you will be able to get a hash(TXID) of this transfer. Just like the bill number of express logistics, the hash can track the progress of the transfer.

If your withdrawal transaction is successful and there is a record in the blockchain, then you need to contact the deposit platform and send the transaction hash to them for assistance if needed.

Below are some common explorers：

• BTC: https://www.blockchain.com/explorer?utm_campaign=dcomnav_explorer
• ETH ERC20 Tokens: https://etherscan.io/ https://blockchain.coinmarketcap.com/zh/chain/ethereum
• NEO NEP-5 Tokens: https://neoscan.io/
• TRX TRC20 Tokens: https://tronscan.org/#/
• EOS EOS Tokens: https://bloks.io/
• BNB BEP-2 Tokens: https://explorer.binance.org/

 

USDT Based on TRC20, ERC20, EOS and Algorand

KuCoin users will be able to deposit and withdraw USDT in four forms: ,USDT-TRON, USDT-ERC20， USDT-EOS and USDT-Algorand.

To ensure that users can freely choose their favored forms of USDT to deposit and withdraw at any time, KuCoin will exchange four forms of USDT in advance to ensure an adequate balance of these 4 forms of USDT. If you do not agree to the exchange, please do not deposit or withdraw USDT.

Notes：

• USDT-ERC20 is the USDT issued by Tether based on the ETH network. Its deposit address is the ETH address, with deposits and withdrawals taking place on the ETH network. The protocol of USDT-ERC20 is the ERC20 protocol.
• USDT-TRON (TRC20) is the USDT issued by Tether based on the TRON network. The currency deposit address is the TRON address, with deposits and withdrawals taking place on the TRON network. The USDT-TRON (TRC20) uses the TRC20 protocol.
• USDT-EOS is the USDT issued by Tether based on the EOS network. The currency deposit address is the EOS address, with deposits and withdrawals taking place on the EOS network. The USDT-EOS uses the EOS protocol.
• USDT-Algorand is the usdt based on the ALGO network. But the currency deposit address is different from ALGO deposit address. with deposits and withdrawals taking place on the ALGO network. The USDT-Algoranduses the EOS protocol.

1. How to get your USDT wallet address?

Please choose the public chain to get the corresponding USDT deposit address. Please ensure the public chain and address are correct.

2. How to withdraw USDT based on different forms?

Please input the withdrawal address. The system will identify the public chain automatically.

BTC Based on Different Chains or Format

KuCoin has already supported the BTC deposit addresses of two chains, the BTC chain, and the TRC20 chain:

TRC20: The address starts with "T", the deposit and withdrawal of this address only support the TRC20 chain, and cant withdraw to the address of the BTC chain.

BTC: KuCoin supports BTC-Segwit from(starts with "bc") and BTC form（ starts with "3"）deposit addresses, and the withdrawal function supports withdrawals to three formats.

• BTC-SegWit: The address starts with "bc". One of the main features of this format is that it is case-insensitive (the address only contains 0-9, az), so it can effectively avoid confusion and make it easier to read.
• BTC: The address starts with "3", it supports more complex functions than the Legacy address, in order to be compatible with the old version.
• Legacy: The address starts with "1", which is the original address format of Bitcoin and is still in use today. KuCoin does not support this format of the deposit address.

How to get the different BTC deposit addresses?

Please choose a different chain or format to get the BTC deposit address. Please ensure the choose the correct chain or format.


How to withdraw BTC based on different chains or formats?

Please input the withdrawal address. The system will identify the public chain automatically.

How to Export Deposit/Withdrawal History?

KuCoin provides users with a service to export deposit/withdrawal records. Please search out the “Asset Overview” under the “Asset” column and click "DepositWithdrawal History" in the upper right corner, youll see the page as below:


Please freely select the record and time range you want to export and click "Export CSV" to begin exporting.

Kindly reminder:

If you like to export the history at KuCoin, the duration time may not exceed 100 days and download limitation is 5 times per day. For deposit/withdrawal history at annual-based, please try to export them 4 times separately. We apologize for the inconvenience that has brought to you.

If you need the history urgently exported from your account, please contact online customer service to help you further.
 

How can I be qualified to buy Crypto with Bank Card?

• Complete Advance Verification on KuCoin
• Holding VISA or MasterCard which supports 3D Secure (3DS) 

What crypto can I buy using my Bank Card?

• We only support buying USDT by USD currently
• EUR, GBP and AUD are estimated to be available by end of October and mainstream crypto like BTC and ETH will follow soon, so stay tuned

What Can I Do If Deposit Unsupported BSC/BEP20 Tokens?

Please note that we currently only support deposit for a part of the BEP20 tokens (such as BEP20LOOM/ BEP20CAKE/BEP20BUX, etc.). Before you deposit, please check the deposit page to confirm if we support the BEP20 token you want to deposit (as shown below, if we support the BEP20 token, the deposit interface will display the BEP20 deposit address). If we dont support it, then please do not deposit the token to your Kucoin account, otherwise, your deposit will not be credited.

If you have already deposited the unsupported BEP20 token, please kindly gather the information below for further checking.

1. Your UID/Registered email address/Registered phone number.

2. The type and amount of the token you deposit.

3. The txid.

4. The screenshot of the transaction from the withdrawal party. (Please log in to the withdrawal account, search the withdrawal history and find the corresponding withdrawal record. Please ensure that the txid, token type, amount and address should be on the screenshot. If you deposit from your private wallet such as MEW, please provide a screenshot of your account address.)

Please submit a request and provide the information above, we will check the details for you. After you submit the request, please wait patiently, we will reply to your email if there is any updates. At the same time, in order to solve your problem as soon as possible, please do not repeat to submit to avoid problem overlap, thank you for your support.

Deposited to the Wrong Address

If you have made a deposit to the wrong address, there are several circumstances that may occur:

1. Your deposit address shares the same address with other certain tokens:

On KuCoin, if the tokens are developed based on the same network, the tokens’ deposit addresses shall be the same. For example, tokens are developed based on the ERC20 network like KCS-AMPL-BNS-ETH, or tokens are developed based on the NEP5 network: NEO-GAS. Our system will automatically identify the tokens, so your currency will not be lost, but please be sure to apply for and generate the corresponding tokens wallet address by entering the corresponding token deposit interface before the deposit. Otherwise, your deposit may not be credited. If you apply for a wallet address under the corresponding tokens after the deposit, your deposit will arrive in 1-2 hours after you apply for the address.

2. The deposit address is different from the token’s address:

If your deposit address does not match the wallet address of the token, KuCoin may not be able to help you recover your assets. Please check your deposit address carefully before depositing.

Tips:

If you deposit BTC to the USDT wallet address or deposit USDT to the BTC wallet address, we can try to retrieve it for you. The process takes time and risk, so we need to charge a certain fee to fix it. The process can take 1-2 weeks. Please kindly gather the information below.

1. Your UID/Registered email address/Registered phone number.

2. The type and amount of the token you deposit.

3. The txid.

4. The screenshot of the transaction from the withdrawal party. (Please log in to the withdrawal account, search the withdrawal history and find the corresponding withdrawal record. Please ensure that the txid, token type, amount, and address are shown on the screenshot. If you deposit from your private wallet such as MEW, please provide a screenshot of your account address.)

Please submit a request and provide the information above, we will check the details for you. After you submit the request, please wait patiently, we will reply to your email if there are any updates. At the same time, in order to solve your problem as soon as possible, please do not repeat to submit to avoid problem overlap, thank you for your support.

Trading

What is Maker and Taker?

KuCoin uses a taker - maker fee model for determining its trading fees. Orders that provide liquidity ("maker orders") are charged different fees than orders that take liquidity ("taker orders").

When you place an order and it is executed immediately, you are considered as a Taker and will pay a taker fee. When you place an order which is not immediately matched to enter a buy or sell order, and you are considered as a Maker and will pay a maker fee.

The user as a maker may pay a lower fee as long as to reach level 2 than takers. Please check the screenshot below for more details.

When you place an order that gets partially matched immediately, you pay a Taker fee for that portion. The remainder of the order is placed to enter a buy or sell order and, when matched, it is considered as a Maker order, and the Maker fee will then be charged.
 

Differences Between Isolated Margin and Cross Margin

1. Margin in Isolated Margin mode is independent for each trading pair

• Each trading pair has an independent Isolated Margin Account. Only specific cryptocurrencies can be transferred in, held and borrowed in a specific Isolated Margin Account. For instance, in the BTC/USDT Isolated Margin Account, only BTC and USDT are accessible.
• Margin level is calculated solely in each Isolated Margin Account based on the asset and debt in the isolated. When the positions of the isolated margin account need to be adjusted, you can only operate in each trading pair independently.
• Risk is isolated in each Isolated Margin Account. Once liquidation happens, it will not affect other isolated positions.

2. Margin in cross margin mode is shared among the user’s Margin Account

• Each user can only open one cross margin account, and all trading pairs are available in this account. Assets in cross margin account are shared by all positions;
• Margin level is calculated according to total asset value and debt in the Cross Margin Account.
• The system will check the margin level of the Cross Margin Account and notify users about supplying additional margin or closing positions. Once liquidation happens, all positions will be liquidated.

 

How to Calculate/Pay Interest? Automatically Renewed Rule

Accrued Interest

1. Interest is calculated by Principal, Daily Interest Rate and Actual borrow time. You can check the accrued interest on the "Earn"--"Lend"--"Borrow" page as we show you below.

The interest will be charged for the first time once you borrowed funds successfully.

The accrued interest is updated every hour and will be settled when the borrowers repay.

Interest repayment

If you choose to repay part of the loans, the system will repay the interest first until all of the loans have been repaid, and the rest of it will still be charged interest.

Interest sharing

The platform will charge 5% of your accrued interest as fees and 10% as the insurance fund.

Automatically Renewed Rule

Purpose: To make it easier for Borrowers to maintain current margin positions and the Lenders can get the principal and interest on time when the loan expires.

Trigger condition： When the loan is about to expire, the system will automatically borrow the same amount of the corresponding debt assets (which equals to the remaining debt’s principal and interest) to continue the debt if there are insufficient corresponding assets in the borrowers account.

Execution steps:

1. The system will borrow the same amount of the corresponding assets(which equals to the remaining debt’s principal and interest).

2. Repay the mature loan.

The auto-renew function will be failed in the following situations:
 
The information mentioned is only available for KuCoin Cross Margin.
 

What is the fee structure in KuCoin Futures?

At KuCoin Futures, if you provide liquidity to the books, then you are a ‘Maker’ and will be charged at 0.020%. However, if you take liquidity, then you are a ‘Taker’ and will be charged 0.060% on your trades.
 

How to get free bonuses from KuCoin Futures?

KuCoin Futures is offering bonus for newbies!

Enable Futures trading now to claim the bonus! Futures trading is a 100x magnifier of your profits! Try now to leverage more profits with less funds!

🎁 Bonus 1: KuCoin Futures will airdrop bonus to all users! Enable futures trading now to claim up to 20 USDT of bonus for newbies only! Bonus can be used in Futures trading and profits generated from it can be transferred or withdrawn! For more details, please check KuCoin Futures Trial Fund.

🎁 Bonus 2: Futures deduction coupon has been distributed to your account! Go claim it now! The deduction coupon can be used to deduct Futures trading fees of random amount. 

*How to Claim?

Tap into “Futures”--- “Deduction Coupon” in KuCoin app