Support

Find help by looking through our Frequently Asked Questions, or by contacting us through email, phone, or social media.

Coinstop prides itself on providing exceptional customer service. We aim to offer prompt, and knowledgeable responses to our customer enquiries. We understand cryptocurrency and the blockchain technology it is built on is a fairly new industry, which is why we put so much focus on providing the support you need.

Please read through the frequently asked questions below to see if your questions has been answered before. If not, feel free to call or email us if you have any questions.

Frequently Asked Questions

HOW DO I SET UP MY HARDWARE WALLET?

All hardware wallets sold (excluding KeepKey, though there is one on the way) on the Coinstop store have easily available set up videos. If you're having some difficulty with the setup of your device, the following set up guides may be helpful to you:

Click here for the Ledger Nano S setup video

Click here for the Trezor setup video

ARE YOUR PRODUCTS AUTHENTIC?

Absolutely!

We are an Authorised Reseller of Trezor, Ledger and KeepKey products; all stock is 100% genuine and brand new. Please visit the following manufacturer reseller pages:

Ledger Resellers

Trezor Resellers

KeepKey Resellers

HOW DOES YOUR SHIPPING WORK?

Coinstop is based in Melbourne, Australia, and ships worldwide. If you do not see your country listed in the available options during the checkout process, please contact support@coinstop.com.au and we'll add your country to the available options.

Free shipping is available to all Australian addresses, with the option of Sign On Delivery available at no extra cost.

Postage insurance is available for an additional cost of $5.

Estimated shipping times are 1 to 3 business days, when the product is not on pre-order. Delivery to remote addresses may take slightly longer than metropolitan areas.

CAN I CHANGE MY SHIPPING DETAILS?

If the shipping details you have entered during the checkout process are incorrect or have changed, please email support@coinstop.com.au with your name, order number, and an updated shipping address to have your shipping details updated.

If your order has been dispatched you will need to use the tracking information provided via email to notify Australia Post of an alternative postal address.

If you have any issues you can contact support@coinstop.com.au

DO YOU OFFER REFUNDS OR RETURNS?

Coinstop cannot offer refunds on orders once they are posted. If your product is damaged during transit or suffers malfunctions, please email us at support@coinstop.com.au

If you confirm an order but change your mind and wish to cancel, please email support@coinstop.com.au. If your item has not been posted a refund can be issued, however this will incur a 1% fee to cover administration and transaction costs.

WHAT CRYPTOCURRENCIES TO YOUR HARDWARE WALLETS HOLD?

Cryptocurrency compatibilities change with each device and often update. Please visit the product page for the hardware wallet you are interested in, the information will be displayed on this page.

Ledger: Bitcoin, Bitcoin Cash, Bitcoin Gold, Ethereum, Ethereum Classic, ERC20 tokens, Litecoin, Dogecoin, Dash, Zcash, Ripple, Stratis, Komodo, Ark, Expanse, Ubiq, Vertcoin, Neo, Stealthcoin, Stellar, Hshare, Digibyte, Qtum, PivX.

Trezor: Bitcoin, Bitcoin Cash, Bitcoin Gold, Ethereum, Ethereum Classic, ERC20 tokens, LItecoin, Dash, Zcash, Expanse, Ubiq, NEM.

KeepKey: Bitcoin, Bitcoin Cash, Ethereum, Litecoin, Dash, Namecoin.

DO YOU HAVE AN AFFILIATE PROGRAM?

We do indeed!

Please email support@coinstop.com.au for further information regarding our affiliate program.

DO YOU OFFER BULK PRICES?

Yes we do.

Please email sales@coinstop.com.au for information on our bulk pricing structure.

WHAT HAPPENS TO MY COINS IF I UNINSTALL A WALLET APPLICATION?

Your coins will remain safe, though you cannot send them without the wallet application being installed on the device. Transactions can still be received while a wallet application is not installed, providing you still have your public key for that wallet.

WHAT IS THE DIFFERENCE BETWEEN A HARDWARE WALLET AND AN ENCRYPTED WALLET STORED ON MY COMPUTER?

An encrypted wallet stored on your computer can be safe from malware and viruses, providing your password is strong enough.

Though this is only safe until you wish to decrypt your wallet so you can spend your cryptocurrency. Upon decryption of your wallet, your private keys will be exposed to your computer, and any malware/viruses onboard.

WHY DOES MY PUBLIC/RECEIVING ADDRESS CHANGE EVERY TIME I TRY TO RECEIVE FUNDS?

Hardware wallets use a hierarchical deterministic protocol, meaning that every time you want to receive cryptocurrency a new address that points to your account will be generated. Any previous addresses remain active and can be reused multiple times.

WHAT HAPPENS IF I LOSE MY HARDWARE WALLET OR IT GETS STOLEN?

Your hardware wallet will be wiped upon three unsuccessful attempts of entering the pin code.

The contents of your hardware wallet can be restored to another wallet using your 24 word secure phrase which was generated upon set up.

CAN I LOAD THE SAME WALLETS ON TO MORE THAN ONE HARDWARE WALLET?

Yes you can.

Each of these wallets can be used independently, and will update balances once connected to the computer. This does not give you twice the amount of coins, it simply gives you an added device to transact from.

THE WEB STORE DISPLAYS THE PRICE IN MY CURRENCY BUT DOES NOT LET ME PURCHASE WITH MY CURRENCY. WHAT IS HAPPENING?

The application that manages our currency conversion rates is simply that, an application to manage currency conversion rates.

This application gives customers an indication of how much the product(s) would cost in their local currency. 

Our cart will only accept payment in our local currency, Australian Dollars (AUD).

WHY ARE THE HARDWARE WALLETS PACKAGED WITH USB CABLES?

The hardware wallets stocked in the Coinstop store are all built without internal batteries, meaning they need to be plugged into a power source (like a computer) to operate.

WHAT IS THE DIFFERENCE BETWEEN A HARDWARE WALLET AND A USB DRIVE?

When you plug a USB drive into your computer, your computer can immediately access everything stored on the device.

With a hardware wallet, protections are introduced to ensure that the computer cannot communicate with the hardware wallet device, other than when a transaction request is made. A manual press of the device's confirmation button must be used to approve any transfer of data from the device. This protects your funds from any remote access tampering.

WHAT HAVE YOU/SHOPIFY DONE TO PREPARE FOR THE IMPLEMENTATION OF THE EUROPEAN UNION'S GENERAL DATA PROTECTION REGULATIONS?

Updated our Terms of Service to automatically include for all merchants a Data Processing Addendum governing how we process your European customers' personal data.

Updated our Privacy Policy to make sure we provide information around the rights individuals have under the GDPR, and more details around our processing of personal data.

Updated our Cookie Policy to include specific information about the cookies that we place through your storefront.

Updated our privacy policy generator to include some of the information that you may be required to provide under the GDPR.

Updated our marketing opt-in to allow you to be able to set it up as unchecked for your store, and also allowed you to tie abandoned cart notifications to whether the customer has opted into marketing.

Prepared a whitepaper to explain how we are approaching certain legal requirements under the GDPR.

Prepared a document to help you identify next steps as you prepare for the GDPR.

Rolling out a way for you to request that individual customer records be deleted, or to request all of the information we have collected about a customer for an access request in your admin. When you request that individual customer records be deleted, we will also be propagating these requests to the relevant apps you have installed on your store.

Updating our app store interface so that you can see exactly what personal data the apps you have installed (or want to install) request access to, as well as a more detailed privacy policy provided by the app developer.

Looking to learn more about cryptocurrency and the blockchain technology it is built upon?

For those based in or around Melbourne, masterclasses and meetups are held weekly at the Blockchain Centre. Book yourself a spot today.

Where To Find Us

Come down and visit the Coinstop team at the Blockchain Centre, the world's first blockchain focused coworking and incubation space. The Blockchain Centre runs as a not-for-profit and lends it's space to serve as Melbourne's local blockchain and cryptocurrency community and knowledge hub. There are currently Blockchain Centres in Australia, China, Malaysia and Lithuania. Ask us how you can get a Blockchain Centre in your city.