Help centre
Answers to the questions that come up most. If yours isn't here, get in touch.
Getting started
How do I create an account?
Use Create account. Your portfolio and transfer identifiers are ready immediately — there is nothing to set up afterwards.
Why is my balance zero?
New accounts start empty. Funds arrive either from another account on this service, or from an administrator crediting your account.
Which assets are supported?
Fourteen assets can be held and transferred: BTC, ETH, SOL, XRP, BNB, ADA, DOGE, TRX, LINK, AVAX, DOT, LTC, USDT and USDC. Prices for the top 100 are browsable under Markets.
Sending and receiving
What is a transfer ID?
An identifier like NVT-BTC-4KDP-8ZQF-3MRT that points at your account for one asset. Share it to receive. It is not a blockchain address — it is deliberately formatted so it cannot be confused with one.
Can I send to an external wallet?
Not yet. Transfers settle between accounts on this service and are not broadcast to their underlying networks. Do not send funds from an outside wallet to an identifier issued here — they cannot be received.
I sent to the wrong recipient. Can it be reversed?
No. Transfers are credited immediately and cannot be undone. Save the people you send to in your address book — identifiers are checked against live accounts before they are stored, which catches a typo before it costs you.
Why was my transfer rejected?
Either the identifier matches no account for that asset, or the balance is too low. The exact reason is shown on the form.
Swapping
How are swap rates worked out?
Your amount is valued at the current market price of the asset you are selling, a 0.50% fee is deducted, and the remainder buys the asset you are receiving at its current price. The rate shown before you confirm is indicative; the swap is priced again on the server at the moment it executes.
How long does a swap take?
It is instant. Both sides are written in a single database transaction, so a swap can never debit one asset without crediting the other.
Security
How do I turn on two-factor authentication?
Settings → Security. Scan the code with any authenticator app, confirm with a code, and save the ten recovery codes it gives you — they are shown once.
I have lost my authenticator.
Sign in with one of your recovery codes in place of the six-digit code. Each works once. If they are gone too, contact us — an administrator can reset the account.
I see a sign-in I don't recognise.
Change your password immediately, then revoke the other sessions from Settings → Security. Changing a password signs out every other device. Then tell us.
Will you ever ask for my password?
Never. Not by email, not in a support reply, not for any reason. Anyone asking is trying to steal from you.
Display and data
Can I see values in my own currency?
Yes — 23 currencies under Settings → Currency. Balances are stored in one reference unit and converted only for display, so switching never changes what you hold.
How do I hide my balances?
Settings → Appearance → Hide balances. Every amount becomes dots, on the wallet and activity pages. Prices stay visible.
Can I export my transactions?
Yes, as CSV from Settings → Your data or the Activity page. Amounts are exported at full precision, which matters for accounting.
Why do prices sometimes say they aren't current?
Market data comes from a third party with request limits. If it is unreachable the app shows the last figures it retrieved and says so, rather than presenting stale numbers as live.