How can we help you?

Coincaex es una plataforma relacionada con activos digitales que opera en el ecosistema fintech de El Salvador, Guatemala, Honduras, Costa Rica y otros países de la región.

• Cryptocurrency trading
• Conversion between local currencies and crypto
• Payments or transfers using blockchain
• Integration with merchants or financial services

Para comunicarte con Coincaex, puedes realizarlo por medio de nuestro número de WhatsApp +502 2302-2206 dejándonos un mensaje. ¡Será un placer atenderte!

Complete the following steps to register on Coincaex:

1. Ingresa al sitio oficial y haz clic en "Comienza ahora" o "Registrarse".
2. Enter your basic details: email and password.
3. Complete your personal information: name, last name, phone and tax ID (if applicable).
4. Accept the terms and conditions and confirm your account.

Before you start, make sure you have downloaded the Google Authenticator or Microsoft Authenticator app on your phone.

1. Log in to Coincaex. The system will show you a QR code and/or a secret key.
2. Abre tu app, toca "Agregar cuenta" y escanea el QR (o ingresa la clave manualmente).
3. Enter the 6-digit code generated by the app (changes every ~30 seconds).
4. Presiona el botón "Verificar".

Before you start, make sure you have your identification document in good condition at hand.

1. Log in and enter the two-factor authentication code.
2. Dirígete a tu perfil y selecciona "Completar KYC".
3. Presiona "Completar", lee las instrucciones y acepta con "Iniciar Verificación".
4. Select the country of issuance of your document.
5. Take a photo of your DPI or passport (front and back if applicable).
6. Take a 360 selfie, rotating your face until the circle is complete.

Before you start, make sure you have set up your authentication factor and completed your identity verification.

1. Log in and complete the two-step verification.
2. Presiona "Transaccionar" y luego "Comprar".
3. Select the currency and cryptocurrency/token. Enter the amount.
4. Complete the form and select the destination wallet.
5. Transfer payment to the indicated bank account and upload the receipt with the bank reference.
6. Confirm with the code from your authenticator app.

To make a purchase on Coincaex, payment must be made exclusively via bank transfer. Checks and cash deposits are not accepted.

Yes. Coincaex operates with verified KYC and AML processes, two-factor authentication (2FA) and fund protection. We have been operating since 2018 in Guatemala, Honduras, El Salvador and Costa Rica.

Most purchases are processed within minutes once the bank receipt is validated. The exact time may vary depending on operational load and business hours.

On Coincaex you can trade Bitcoin (BTC), Ethereum (ETH), Tether (USDT), USD Coin (USDC) and Worldcoin (WLD), among other cryptocurrencies available depending on your country.

Before you start, make sure you have set up your authentication factor and completed your identity verification.

1. Log in and complete the two-step verification.
2. Presiona "Transaccionar" y luego "Vender".
3. Select the currency and cryptocurrency/token. Enter the amount.
4. Select the bank account for credit.
5. Choose the blockchain network and send assets to the provided address.
6. Upload the blockchain receipt with the hash or TxID and confirm with your authentication code.

When selling digital assets, Coincaex settles the transaction exclusively via bank transfer to the client's account.

Processing time depends on the blockchain network and receipt validation. On average, sales are credited within 1 to 24 business hours.

B-Transfer is Coincaex\'s international remittance service. It lets you send money quickly and securely between countries using blockchain technology, without intermediary banks or long waiting times.

1. Log in and complete the two-step verification.
2. Go to the "B-Transfer" section in the main menu.
3. Select "Send" and enter the destination country and currency.
4. Enter the amount and the recipient's details.
5. Review the exchange rate and applicable fees.
6. Confirm the operation with your authentication code.

B-Transfer transfers are processed immediately once confirmed. Times may vary depending on the blockchain network and current congestion.

1. Log in and go to "Transact" → "Withdraw".
2. Select the cryptocurrency to withdraw (BTC, USDT or USDC).
3. Enter the amount in quetzales you wish to receive.
4. Choose a 5B network ATM near your location.
5. The system will generate a unique, temporary withdrawal code.
6. At the ATM, select the code withdrawal option, enter the code and receive your cash.

In Guatemala, Coincaex operates through the 5B ATM network, with more than 2,700 withdrawal points across the country. You can find the nearest ATM using the map in the app.

You can currently withdraw Bitcoin (BTC), Tether (USDT) and USD Coin (USDC) as cash (quetzales) at 5B network ATMs in Guatemala.

The minimum withdrawal amount is Q100 and the maximum is Q2,000 per transaction. Limits may vary depending on the ATM and current regulations.

Changing your account email is not available in your profile. However, you can contact our support agents to guide you through the process after a data verification.

The process to reset the authentication factor is not available in your profile. Contact our support agents to guide you through it after a data verification.

Your KYC may be declined for various reasons. In cases where it was due to an issue with your ID document or photo, the process will reset automatically. If you have any questions, contact our support agents.

A cryptocurrency wallet is a tool that stores your cryptographic keys. The coins themselves don't \"live\" in the wallet — they're always on the blockchain. The wallet simply gives you access to them.

Every wallet has two key components:

• Public address (like an account number): you share it to receive funds. It is visible to anyone.
• Private key: it is secret and authorizes sending funds. Anyone with your private key has control over your cryptocurrencies.

There are two main types:

• Custodial: a third party (like Coincaex) holds your keys. More convenient, but you trust the platform.
• Non-custodial: you control your own keys (e.g. MetaMask, Trust Wallet, Ledger). More control, more responsibility.

Coincaex is compatible with any wallet that supports the networks available on the platform: Bitcoin (BTC), Ethereum (ERC20), TRON (TRC20), among others.

You can use non-custodial wallets like Trust Wallet, MetaMask or Ledger, as well as wallets from other exchanges. The most important thing is that the destination wallet supports exactly the network you select on Coincaex.

TRC20 and ERC20 are token standards on different blockchain networks: TRON and Ethereum respectively. Tokens like USDT and USDC exist on both networks.

• TRC20 (TRON): lower fees and faster transactions.
• ERC20 (Ethereum): more widely used network, but with higher fees (gas fees).

It is essential to select the same network when both sending and receiving. Sending USDT via TRC20 to an ERC20 address can result in loss of funds.

1. Log in and complete the two-step verification.
2. Go to the \"Wallets & Banks\" section in the menu.
3. Press \"Add wallet\".
4. Select the corresponding cryptocurrency.
5. Fill in the details: blockchain network, currency and wallet address.
6. The system will automatically validate that the address is correct for the selected network.
7. If the address is valid, the wallet will be saved and available for your transactions.

1. Log in and complete the two-step verification.
2. Go to the \"Wallets & Banks\" section in the menu.
3. Press \"Add bank\".
4. Select the country corresponding to your account.
5. Fill in the requested bank details (bank name, account number, account type, etc.).
6. Press \"Save\".

Check the following points before re-uploading it:

• The image must be legible and complete, with no parts cut off.
• The bank reference, amount and date must be clearly visible.
• The receipt must correspond exactly to the amount and bank account indicated in the transaction.
• The file must not be expired or correspond to a previous transaction.

Re-upload the receipt from your active transaction section. If the problem persists, contact our support team.

• If you sent cryptocurrencies for a sale, check the status on a blockchain explorer using your TxID (transaction hash).
• Transactions need a minimum number of network confirmations, which can take minutes to hours depending on congestion.
• If your transaction has network confirmations but is still pending on Coincaex, contact support and include the TxID.
• For purchases: verify that you have correctly uploaded the bank receipt and that it is legible.

• If you sent via the wrong network (e.g. USDT via ERC20 instead of TRC20): contact support immediately. In some cases it may be recoverable depending on the network and destination wallet.
• If you sent to an incorrect address not belonging to Coincaex: unfortunately it is not possible to recover the funds. Always verify the full address before confirming any transfer.

• Verify that your phone's time is set to synchronize automatically. TOTP codes depend on the device's exact time.
• Open your authenticator app and confirm that the Coincaex account is registered correctly.
• If you changed phones or uninstalled the app without a backup, you need to reset the authentication factor.
• Contact our support team to start the reset process, which requires identity verification.