Users

• How do I verify my XanPool account?

  Minimum Age Requirement 18 years old and above.  What do I need to provide during the KYC process? You would need to provide the following documents : Proof of Addr...

• Why did my KYC/verification fail?

  Our compliance team reviews all accounts verification requests very carefully. However, at times, the documents submitted may not meet our requirements. To understan...

• I do not have a bank account issued in my name.

  In the event that you do not have a credit card or utility bill in your name, you could upload a handphone bill, insurance document or one issued by a government age...

• Can I enable multiple currencies?

  In order for us to allow your XanPool account to do so, you will need to provide a recent bank statement from the country where you would like to transact as well as...

• I did not receive my verification email.

  Our emails sometimes get detected as spam or junk by your email security system, so be sure to check all folders including spam/junk folders.

• How do I sign up?

  XanPool is a platform that connects you directly with others that are willing to buy and sell crypto seamlessly. It’s really easy to create a XanPool account, follow...

• My employer asked me to sign up for a XanPool account. Is this a scam?

  We would advise you to not create accounts on any finance-related platforms when requested by someone, especially if it is cryptocurrency related. Often, scammers wi...

• Can I access my account from a different country?

  I registered from Country A and am now based in Country B. My account was verified and working in Country A, but now it is not. What should I do? Your account was ve...

• I need help with my account.

  Why was my account suspended? Accounts are automatically suspended by XanPool’s anti-fraud system when it picks up on suspicious activity. Please reach out to us via...

• Security Awareness

  Scam Awareness  XanPool will never ask users to send fiat/crypto for account verification. Please do not send fiat/crypto instructed by an external third party.  Xan...

• Which payment methods are available on XanPool?

  We offer high value local payment methods like PayNow, FPS, InstaPay, PromptPay, Bank Transfers and more listed in the below table. Buy Sell To find out more about...

• What are the transaction limits per account?

  Per-Transaction Limit Each payment method also has its own unique per-transaction limit. To find out more about each payment methods' per-transaction limits, please...

• I received an error message while making a transaction.

  At times, basic troubleshooting steps may solve unexpected functionality on the platform. Please try the following steps: 1) Clear browser cache and temporary data 2...

• How long are the rates I see on my screen valid/on-hold for?

  The platform will only hold the rates you see for 2 minutes. Following that, the rates will be refreshed to the new rates, and you will receive and error "deadline e...

• Why do I need to pay Network Fee?

  Fees charged from the transactions are needed to support the networks that run the coin/token. This fee doesn’t go to us, it goes to reward miners (thereby ensuring ...

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• I made an incorrect payment.

  Have you paid more than the amount requested?Have you paid less than the amount requested?Did you forget to add the note, or keyed in the wrong note?   Not to worry!...

• I have completed the transaction, but I have not received my funds.

  Often with cross-border payments, transaction confirmations, completion times, and bank settlements can vary, depending on the payment methods. As a result, the amou...

• I have completed the transaction, but the status shows expired.

  This can happen for several reasons : Sometimes this happens when the bank settles the transaction late. We advise, waiting it out to allow the transaction to be se...

• What are blockchain confirmations?

  Confirmation means that the transaction has been processed by the network and is highly unlikely to be reversed. Transactions receive a confirmation when they are in...

• How do referrals work?

  Referred to XanPool by a Friend If you have been referred by a friend, you would have to click on the referral link and then register your account. However, if you d...

• How do I view and use my loyalty points?

  How do I view my loyalty points?  You may view your loyalty points in the Refer and Earn section of your XanPool account. How do I use my loyalty points? You may use...