How can we
help you?

Opening an account takes about 3 minutes. Here's how:

Crypto Vault is available in 180+ countries. A small number of jurisdictions are restricted due to sanctions or local regulation, including Iran, North Korea, Cuba, and Syria.

US residents can currently register and complete KYC, but trading is limited while our FinCEN Money Services Business licence application is pending. We expect full US availability in Q3 2024.

You'll need one government-issued photo ID (passport, national ID card, or driver's licence) and a selfie taken in real time through the app. We do not accept photos of photos.

For accounts depositing over £10,000 / €12,000 equivalent per month, we may also request proof of source of funds — typically a recent bank statement or payslip.

For most users, automated KYC completes in under 5 minutes. In cases where the document scan is unclear or additional checks are needed, it may take up to 24 hours and a member of our compliance team will review manually.

No. Each individual may hold only one personal account. Operating multiple accounts violates our Terms of Service and may result in permanent suspension of all accounts and withholding of funds pending investigation.

If you need a business or institutional account alongside a personal one, please contact institutional@cryptovault.io.

Go to Settings → Account → Close Account. You must withdraw all funds before closure is permitted. After submission, your account will enter a 7-day cooling-off period during which you can reactivate it by contacting support.

After closure, we retain transaction records for 6 years as required by UK and EU financial regulation.

We support bank transfer (SEPA, SWIFT, Faster Payments), debit card, and crypto deposit from an external wallet. Credit card deposits are not accepted.

Bank transfers (SEPA and Faster Payments) are always free. Debit card deposits incur a 1.5% processing fee. SWIFT transfers may attract a small correspondent bank fee charged by your sending bank — Crypto Vault itself charges nothing for SWIFT deposits.

Crypto deposits carry only the network (gas) fee paid to the blockchain — we do not add a surcharge.

There is no minimum deposit on Crypto Vault. You can fund your account with as little as £1 / €1 equivalent. However, certain assets have a minimum trade size — for example, Bitcoin trades require a minimum of £10.

We accept deposits in 35 fiat currencies, including GBP, EUR, USD, NGN, ZAR, KES, GHS, SGD, AED, CAD, AUD, and JPY. Your balance is held in your chosen base currency and converted at market rate when you trade.

SEPA transfers typically arrive within 1 business day and Faster Payments within 2 hours. If your transfer hasn't appeared after these windows, check the following:

Yes. Navigate to Wallet → Deposit → Crypto, select the asset, and copy your unique deposit address. Send only the matching asset to that address — sending the wrong asset will result in permanent loss.

Go to Wallet → Withdraw → Bank Transfer. Select a saved bank account or add a new one. Enter the amount, review the fee summary, and confirm with your 2FA code.

Withdrawals are processed Monday–Friday during business hours. Requests submitted on weekends or public holidays are queued for the next business day.

Processing times depend on the method:

Standard (Level 1 KYC) accounts may withdraw up to £10,000 / €12,000 per rolling 30-day period. After enhanced verification (Level 2 KYC), this limit increases to £250,000. Institutional accounts have no withdrawal limit.

Bank withdrawals via SEPA and Faster Payments are free. SWIFT withdrawals carry a flat £15 / €18 fee. Crypto withdrawals incur the network fee (gas), which varies by blockchain congestion and is shown in real time before you confirm.

No. For anti-money-laundering compliance, withdrawals must go to a bank account held in your own name. Third-party withdrawals are blocked and will trigger a compliance review. If you submit a third-party withdrawal request, your account may be temporarily suspended pending investigation.

Fiat withdrawals can be cancelled within 30 minutes of submission if they haven't yet been sent to the banking network. Go to Wallet → Pending Withdrawals and tap Cancel.

Cryptocurrency withdrawals cannot be cancelled once they have been broadcast to the blockchain — typically within seconds of confirmation.

We currently support 60+ digital assets including Bitcoin (BTC), Ethereum (ETH), Solana (SOL), BNB, XRP, Cardano (ADA), Polygon (MATIC), Avalanche (AVAX), Chainlink (LINK), and Uniswap (UNI). We add new assets regularly after a security and regulatory review.

Crypto Vault uses a maker-taker fee model. Standard accounts pay 0.25% per trade. As your 30-day trading volume increases, fees decrease — reaching as low as 0.05% at the highest tier.

We offer market orders, limit orders, stop-limit orders, and recurring buy (DCA) orders. Advanced order types including trailing stops are available on the Pro interface at pro.cryptovault.io.

Dollar-cost averaging (DCA) lets you schedule automatic purchases at regular intervals — daily, weekly, bi-weekly, or monthly. You set the asset, amount, and frequency, and Crypto Vault executes the trades automatically at the prevailing market price.

DCA orders use the same fee schedule as regular market orders. You can pause, edit, or cancel them at any time from Trade → Recurring Buys.

Yes. We offer native staking for Ethereum (ETH), Solana (SOL), Cardano (ADA), and Polkadot (DOT) directly from your portfolio. Annual yields vary by asset and current network conditions — rates are displayed in real time on the Earn page.

Crypto Vault automatically generates a transaction history and capital gains / losses report for each tax year. Go to Portfolio → Tax Reports to download a CSV or PDF compatible with UK HMRC, EU reporting requirements, or most major tax software.

We do not provide tax advice. Consult a qualified accountant for your specific circumstances.

95% of customer assets are held in offline cold storage using hardware security modules (HSMs) and a 3-of-5 multi-signature scheme. The remaining 5% in hot wallets is fully insured through a Lloyd's of London syndicate covering up to $250M.

Your fiat funds are held in segregated client money accounts at tier-1 banks, entirely separate from Crypto Vault's operating funds. We are required to do this by our FCA and MiCA licences.

We strongly recommend enabling 2FA for all accounts. Go to Settings → Security → Two-Factor Authentication and choose your preferred method:

Act immediately:

Yes. 95% of all digital assets held on behalf of customers are stored in geographically distributed cold storage — physically offline hardware wallets located in multiple countries and secured behind multi-signature keys. No single person or device can move funds unilaterally.

Our cold storage architecture is audited annually by Deloitte and independently verified by a proof-of-reserves audit by PwC each quarter.

Crypto Vault will never ask for your password, 2FA code, or seed phrase via email, phone, or live chat. Our official emails always come from @cryptovault.io addresses only.

Yes. We run a responsible disclosure programme through HackerOne. Rewards range from £200 for low-severity findings to £50,000 for critical vulnerabilities. Details and scope are published at hackerone.com/cryptovault.

Please do not publicly disclose vulnerabilities before we have had 90 days to address them.