KuCoin Customer FAQ

Unrealized profit on KuCoin refers to the potential profit you could make if you were to sell your assets at the current market price. This remains as unrealized profit until you actually sell your assets. Once you sell, your profit is realized and is reflected in your balance. Unrealized profit just gives you an idea of how much you stand to earn if you were to sell right now. If your profit is still showing as unrealized, it’s because you still hold the assets. Once you sell your assets off, then the profit becomes realized.

Facial verification errors can occur due to a number of reasons such as low light conditions, bad camera quality, rapid movements or not facing the camera directly. We recommend ensuring you are in good lighting conditions and staying still during the process. Also, make sure your face is not obscured by any items like glasses, hats, or masks. If the problem persists despite these adjustments, there could be a temporary issue with the verification system. We recommend you to try again after a short period of time. If the issue continues, please check if your app is updated to the latest version, as older versions might have bugs that can cause this problem.

Lamentamos escuchar que estás teniendo problemas con una transacción. En KuCoin, nos tomamos muy en serio las disputas de transacciones. Si has iniciado una apelación y aún no has recibido respuesta, por favor ten paciencia. Nuestro equipo está trabajando para resolver todas las apelaciones lo más rápido posible. Si el problema persiste después de un tiempo razonable, aconsejamos revisar todos los detalles proporcionados durante la apelación para asegurarte de que toda la información es correcta. También puedes intentar apelar de nuevo si consideras que el asunto no se está abordando adecuadamente. Te aseguramos que tu asunto se resolverá de la mejor manera posible.

We're sorry you're experiencing trouble with that transaction. On KuCoin, if you're buying crypto and the seller is not responding or refuses to release the funds, you can file a dispute. This is accessible on the transaction page. KuCoin will then intervene in the transaction and review all related information. Always remember, never release the transaction proof before you confirm the receipt of digital assets in your Kucoin account. We recommend doing all communication and transaction on KuCoin's platform as it allows for better arbitrage in cases of disputes.

There can be a few reasons why the withdrawal buttons are grayed out on KuCoin. Your account may not be verified, which KuCoin requires for security reasons. Ensure you have completed the identification verification process. Another reason may be that you have insufficient funds for withdrawal or haven't met the minimum withdrawal limit. Lastly, sometimes a certain coin could be temporarily unavailable for withdrawal due to maintenance. It's advisable to cross-check all these possibilities to resolve the issue.