Frequently Asked Questions

Before you order

What coins do you sell?

You can find the list of all coins we sell as well as the current prices on our Rates page:

https://www.easycrypto.nz/rates/

How long will it take for my order to be delivered?

We deliver most orders within 5 minutes of your deposit appearing in our bank account.

Please note though that we cannot guarantee what the processing times will be – as orders can be delayed due to congestion on the exchanges, bank transfer times, public holidays, etc. We will always do our best to get your order to you as soon as we can.

Do I own the private keys to my Portfolio?

YES!! Your funds are stored at an address created just for you inside your Portfolio, and you hold the keys! This is not like an exchange where your funds are stored in their wallets.

Can I send coins to my own address?

Absolutely! You can choose between sending to one of our Portfolios, or to your own address, or even straight to an exchange.

Can I send more to my existing Portfolio?

Absolutely! Just follow the steps in this help article.

What currencies can I pay with?

We only accept New Zealand dollars at the moment. In future, you will be able to pay with cryptocurrencies as well.

How much does Easy Crypto charge?

The rate you are quoted on our main page is inclusive of ALL fees. This means all currency exchange fees, all mining fees, all gas prices, and all withdrawal fees – everything! Easy Crypto charges between 1-3% depending on market conditions. The rate you are quoted includes all fees.

There are no hidden fees, no withdrawal charges … nothing! What you see is what you get šŸ™‚

After you order

Have you received my deposit yet?

You can check the status of your orders by visiting the My Account page in the menu bar.

How long will my order take?

We deliver most orders within just a few minutes of your deposit appearing in our bank account.

Please note though that we cannot guarantee what the processing times will be – as orders can be delayed due to congestion on the exchanges, bank transfer times, public holidays, etc. We will always do our best to get your order to you as soon as we can.

You can check the status of your orders by visiting your “My Account” page.

How do I get my Portfolio?

We’ll email it to you. Once we’ve received your payment, your order will be automatically processed and will be in your inbox in a few minutes.

How do I open my Portfolio?

You can open your Easy Crypto Portfolio via our website. Read our how-to guide for more information on opening your Portfolio.

HELP! It says my pass phrase doesn't work!

10 out of 10 times that customers cannot open their Portfolio, it is because they have not entered their pass phrase correctly. The first step is to check that you have entered it correctly and that you have the right spelling for each word in your pass phrase. If you’re not sure, double check in a dictionary. And make sure to enter the spaces between the words, as these are part of your passphrase.

Why did I receive less than I think I should?

If you’re comparing the rate of your trade to the online price of a coin or the price in a crypto phone app, you might feel like the rate you received is not right. Have a read of our article here that explains how there are fixed fees and percentage fees that affect different sized trades differently.

How do I move my coins to another wallet?

Have a look at thisĀ help article.

How do I move my coins to an exchange?

Have a look at thisĀ help article.

How do I cancel an order

If you haven’t yet paid for an order you can happily cancel it.

Just go to your account pageĀ https://www.easycrypto.nz/account and click cancel next to the order you want.

If the order has been paid, it will be too late to cancel, but you can contact us if you have any issues. Be aware that there may beĀ service charges if you need us to fix a mistake on your order.

About our services

Where do you buy from?

We have a range of exchanges that we purchase from. Our systems will constantly search across these to find the cheapest path to buy your cryptocurrency from.

Can I sell you cryptocurrencies and get NZD back?

Unfortunately we don’t offer buy back services at the moment, but this is something we will be looking to add in the near future.

Have a read of this help article where we explain the easiest way to do this at the moment.

What verification do you need?

Please see our verification page for full details.

Ready to order?

Click here to visit our main site and place an order!

 

Can’t find the answer?

First of all, try searching using the search box at the top of this page.

If you’ve searched our site and read these FAQs and you still can’t find the answer to your question, please click here to open a support ticket.

Make sure you include your order ID in the email if the query is about an order.