Table of Contents

  1. General Questions
  2. Account Setup & Verification
  3. Deposits & Withdrawals
  4. Trading & Fees
  5. Security & Privacy
  6. Porter AI Chat Bot Support
  7. Legal & Compliance
  8. Troubleshooting & Support

General Questions

1. What is CoinPort?

CoinPort is an AUSTRAC-registered Australian cryptocurrency exchange that allows users to buy, sell, and trade digital assets securely. We provide a user-friendly platform with competitive fees, advanced trading tools, and 24/7 customer support.

2. Is CoinPort regulated in Australia?

Yes. CoinPort Pty Ltd is registered with AUSTRAC as a Virtual Asset Service Provider (VASP) — registration 100633359 and complies with AUSTRAC’s requirements for anti-money laundering (AML) and counter-terrorism financing (CTF).

3. Which cryptocurrencies does CoinPort support?

We support a wide range of cryptocurrencies, including Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC), Ripple (XRP), and many others. For a full list of supported assets, visit our Research page.

4. Can I use CoinPort outside Australia?

Currently, CoinPort primarily serves Australian residents. Some features may be restricted for users outside Australia due to regulatory requirements.

5. How do I contact CoinPort support?

You can reach us via:

  • Porter AI Chat Bot (24/7 first-level support)
  • Live Chat with our team (during Melbourne business hours)
  • Email: [email protected]

We don’t operate a manned phone line — chat and email are the fastest ways to reach us.

Account Setup & Verification

1. How do I create a CoinPort account?

  1. Visit CoinPort’s website and click “Sign Up.”
  2. Enter your email, create a password, and agree to the terms.
  3. Verify your email via the confirmation link sent to your inbox.
  4. Complete identity verification (KYC) to unlock full account features.

2. Why do I need to verify my identity (KYC)?

As a regulated exchange, we must comply with Australian AML/CTF laws. Verification ensures security and prevents fraud.

3. What documents are required for verification?

Just one photo ID and a selfie — there is no proof-of-address step, so you don’t need a utility bill or bank statement.

  • Australian residents: Australian passport or driver’s licence
  • Everyone else: passport

You’ll scan the document with your camera and take a short live selfie so we can match it to the photo. A phone camera in good light works best.

4. How long does verification take?

Most verifications complete within 1–5 minutes, and often much faster than that. If a manual review is needed it can take up to 24 hours. Delays usually mean the document photo was unclear.

5. Can I have multiple CoinPort accounts?

No, each user is allowed only one verified account. Duplicate accounts may be suspended.

6. How do I reset my password?

Use “Forgot your password?” on the sign-in page and we’ll email you a reset link. Support will never ask you for your password — if anyone does, it isn’t us.

7. I’ve lost my phone or can’t get my 2FA code

2FA can’t be reset over chat, because that’s exactly what an attacker would ask for. Email [email protected] from the address on your account and we’ll take you through an identity check.

8. How do I close my account?

Withdraw any remaining balance first, then contact support and we’ll close it. We’re required to keep transaction and identity records for seven years under AML/CTF law, so closing an account doesn’t erase that history.

Deposits & Withdrawals

1. How do I deposit funds into my CoinPort account?

You can deposit:

  • AUD via Bank Transfer (PayID, BSB/Account)
  • Cryptocurrency by sending assets to your CoinPort wallet address

2. Are there deposit fees?

  • AUD Deposits: Free
  • Crypto Deposits: Network fees may apply (varies by blockchain)

3. How long do deposits take?

  • AUD: Usually instant via Osko/PayID (under a minute), 24/7 including weekends
  • Crypto: Depends on network congestion (Bitcoin: ~10–30 mins, Ethereum: ~1–5 mins)

4. How do I withdraw funds?

  1. Navigate to “Withdraw” in your account.
  2. Select AUD (Bank Transfer) or Cryptocurrency.
  3. Enter the amount and destination details.
  4. Confirm via 2FA (if enabled).

5. Are there withdrawal limits?

Withdrawal limits depend on your verification level and are shown on the withdrawal page in your account. For higher limits, contact support.

6. Can I deposit cash or pay by card?

No. Deposits are bank transfer (PayID or BSB/account) or cryptocurrency only. The bank account you send from must be in your own name.

7. Why am I being asked where my crypto came from?

Incoming crypto deposits may prompt a short source-of-funds question — your own wallet, your account at another exchange, or sent by someone else. It’s an AUSTRAC Travel Rule requirement, takes about 30 seconds, and clears the notice on your deposit.

Adding a crypto withdrawal address asks a similar question about who controls the destination wallet. You answer that once per saved address.

8. I sent crypto on the wrong network. Can I get it back?

Sometimes, but never assume so — blockchain transfers can’t be reversed and recovery isn’t always technically possible. We may attempt it where the deposit was over AUD $3,000 and your account is fully verified. A non-refundable attempt fee of AUD $1,500 applies and is payable in advance, whether or not the recovery succeeds. Contact support with the transaction hash and we’ll tell you honestly whether it’s worth trying.

Trading & Fees

1. What trading pairs are available on CoinPort?

We offer AUD trading pairs (BTC/AUD, ETH/AUD, etc.) and crypto-to-crypto pairs (BTC/ETH, XRP/LTC, etc.).

2. What are CoinPort’s trading fees?

  • There are no commissions or fees for crypto orders or trades on the CoinPort exchange platform. We try to make CoinPort as simple and transparent as possible. The price quoted is the price you receive.
  • Incentives available for high-volume traders.

3. Does CoinPort support limit orders and stop-loss?

Yes, we support:

  • Market Orders
  • Limit Orders
  • Stop-Loss Orders

4. Can I use APIs for automated trading?

Yes, CoinPort provides a REST API and WebSocket API for developers.

5. Do you offer staking, margin or futures?

Not at the moment. CoinPort is spot trading only — no margin, leverage, futures or short selling, and no staking or interest products.

Security & Privacy

1. How does CoinPort protect my funds?

  • The majority of digital assets held in cold storage
  • Two-Factor Authentication (2FA) enforcement
  • Encrypted data transmission (SSL/TLS)

2. Should I enable 2FA?

Yes! 2FA adds an extra layer of security. We recommend Google Authenticator or Authy.

3. What should I do if my account is compromised?

  1. Reset your password immediately.
  2. Revoke any active sessions in account settings.
  3. Contact support to freeze suspicious transactions.

Porter AI Chat Bot Support

1. What is Porter AI?

Porter is CoinPort’s AI-powered chat bot designed to provide instant customer support for common queries.

2. What can Porter AI help with?

  • Account verification
  • Deposit/withdrawal status
  • Trading fees & limits
  • Basic troubleshooting

3. Can Porter AI access my account?

No, Porter cannot access personal account details or execute transactions.

4. How do I escalate to a human agent?

Type “Human support” or “Live agent” in the chat, and Porter will connect you.

Legal & Compliance

1. Is CoinPort compliant with Australian tax laws?

Yes, we provide tax reports for users to simplify crypto tax filings.

2. How does CoinPort handle AML regulations?

We monitor transactions and may request additional details for large or suspicious activity.

3. Where can I find CoinPort’s Terms of Service?

View our Terms & Conditions and Privacy Policy on our website.

Troubleshooting & Support

1. My deposit hasn’t arrived. What should I do?

  • Check blockchain explorer for crypto deposits.
  • For AUD delays, contact your bank or our support team.

2. Why was my withdrawal rejected?

Possible reasons:

  • Insufficient funds
  • Incorrect wallet address
  • Security hold (contact support)

3. The website/app isn’t loading. What can I do?

  • Clear browser cache/cookies
  • Try a different browser or device