FAQ
Frequently Asked Questions Regarding the Leak of Our Cryptocurrencies
- Can I make Deposits or Withdrawals?
- Can I conduct trades?
- How exactly did the unauthorized access occur?
- What measures are being taken to improve Zaif’s systems?
- I tried to withdraw cryptocurrency, but it did not execute correctly.
- What will your company be doing in response to this incident?
Registration ・ Identity Verification
- I don't see Zaif's confirmation e-mail in my inbox
- How do I register to become a user?
- Can I have my identity verification code resent to me?
- My identity verification code hasn’t arrived. What happened?
- How can I upload my identity verification documents?
- How many identity verification documents can you upload?
Account
- I can’t log in anymore.
- I forgot my password. What should I do?
- I am getting a message “Cannot verify token code”, and am unable to login to Zaif.
- My account has been locked.
- I am having trouble with image authentication.
- I get a message “account has been temporarily locked”, and cannot log in.
2-Step Authentication
Phone Number Authentication
JPY Deposit / Withdraw
- Tell me how to make a deposit through Bank Transfer.
- Tell me how to make a deposit through Convenience Store Payments.
- How long does it take for JPY to deposit?
- Can I use an overseas bank account for deposits and withdrawals in Japanese Yen?
- I don’t know how to withdraw Japanese Yen.
- How long will it take for my Japanese yen to be transferred?
Spot Trading ・ Margin Trading ・ AirFX
- Exchange Terminology
- How do I use the Exchange screen?
- I placed an order, but I cannot purchase or sell virtual currency.
- My order execution is not occurring even though the Stop value I set has been exceeded.
- Trades that I have no memory of setting up are occurring.
- My limit price orders are being conducted at a different amount than what was set.
Instant Exchange
Zaif Coin Reserve
- How do I start a Coin Reserve?
- I want to cancel my my Coin Reserve. What should I do?
- What banks are compatible with Coin Reserve?
- Can I make a test Coin Reserve account?
- Can I use the Coin Reserve with a credit card?
- What currencies can I use in the Coin Reserve?
Other Information on Trading and Accounts
- Where can I download my transaction history?
- I was requested to take a selfie. What should I do?
- When I open my Transaction History or other CSV files, they are corrupted. What should I do?
- Where can I see my credit card purchase history?
- I want to stop receiving the e-mail magazine.
- I can no longer view the exchange chat.
Mobile App
- Can I use the Exchange Chat inside the mobile app?
- I’m receiving the message “Signature Failed” on the mobile app.
- What is a recovery passphrase?
- Can I manage my Monacoin and NEM in the mobile app?
- I'm receiving the message "Error - Failed to Load"
- I'm receiving the error message "Exceeded Account Balance" when sending Bitcoin from the mobile app.
Bitcoin(BTC)
Monacoin(MONA)
Xem
Ethereum(ETH)
Bitcoin Cash(BCH)
ERC20 Token(cms:eth)
Mosaic Token(cms:xem)
Counter Party Token
Deposits / Withdrawals
- If I withdraw virtual currency by mistake, can I cancel my transaction?
- How much time does it take for virtual currency to deposit?
- I withdrew virtual currency, but I want to make the transaction process go faster.
- When I try to make a withdrawal, a message stating "Insufficient Account Balance" appears
- I deposited virtual currency but is it not appearing on my account. I want to know what happened.
- An error appeared when I withdrew virtual currency. What should I do?