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What happens after I submit my complaint to Grievance?

Once you submit your grievance, it will be reviewed by our Grievance Specialists. ​ If additional information or clarification is required, our team will contact you using your registered contact details. ​ To help us review your grievance without delays, please ensure you have included all the requ

Knowledge Base Article

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Grievance

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Will my VIP Level change if I trade only in INR Futures?

Starting May 2026, your INR Futures trading volume will be included in VIP Level calculations. This means it will contribute to your overall trading volume and may help you qualify for a higher VIP tier.

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VIP Levels

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Why did my VIP Level change even though I didn’t trade recently?

VIP Levels are calculated on a rolling 30-day basis. If older trades move out of the 30-day window, your total volume may change, which can impact your VIP Level.

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VIP Levels

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Can my VIP Level decrease as well?

Yes, VIP Levels are dynamic and based on your last 30 days trading volume. If your trading activity reduces, your VIP Level may be adjusted accordingly during the weekly review.

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VIP Levels

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How many days of trading volume are considered?

Your VIP Level is calculated based on your trading volume over the last 30 days. This includes both Spot and Futures trading across INR and USDT pairs.

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VIP Levels

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Do I need to opt-in to get VIP benefits?

No, VIP Levels are automatically assigned based on your trading volume. No separate opt-in is required.

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VIP Levels

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Is Auto Pay available?

No, Auto Pay is currently not available. You need to ensure that sufficient balance is maintained in your INR/Spot Wallet before each scheduled SIP installment, as the amount will be deducted from there. However, this feature is being considered and may be introduced in the future to make SIP invest

Knowledge Base Article

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Systematic Investment Plan (SIP)

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Is Step-Up SIP available?

No, the Step-Up SIP feature is currently not available. However, it is part of our future roadmap and may be introduced to allow users to gradually increase their SIP amount over time for better investment flexibility.

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Systematic Investment Plan (SIP)

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Why do I have “Locked Points” in the Points section in Web3?

CoinDCX has rewarded all the users with points for their loyalty. Based on past activities every user has been rewarded with points. To take benefits of these points you need to unlock these points by making a Web3 transaction.

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Okto Points

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What is PMLA?

PMLA is an abbreviation for the Prevention of Money Laundering Act, 2002 which is in force since 1st July 2005.

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PMLA Rules from a Reporting Entity POV

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Can civil court grant injunction against any action taken by the Director, FIU-IND?

No civil Court shall have jurisdiction to entertain any suit or proceeding in respect of any matter which the Director, an Adjudicating Authority or the Appellate Tribunal is empowered by or under this Act to determine and no injunction shall be granted by any Court or other authority in respect of

Knowledge Base Article

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PMLA Rules from a Reporting Entity POV

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How do I initiate a demise claim?

To initiate a demise claim, contact CoinDCX Support by tapping "Chat Now" in the top right corner The support team will guide you through the next steps, including the forms and documents required to process your request.

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Demise Claim

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What is Biometric Login?

Biometric Login lets you securely access your CoinDCX app using your device's fingerprint or Face ID instead of entering your Login PIN each time. It's a convenient way to sign in while keeping your account secure.

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Biometric Login

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Which fees are eligible for the Refund?

Only Trading Fees are eligible for the Fees Refund, while Delivery Fees and Liquidation Fees are not included under the Fees Refund benefit.

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Refund Based Trading Fees in Options Trading

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How often does the Google Authenticator verification code change?

Google Authenticator generates a new 6-digit verification code every 30 seconds. If a code expires before you enter it, simply use the next code displayed in the app.

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OTP & Two-Factor Authentication (2FA)

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What are a reporting entity’s obligations with regard to the beneficial ownership verification?

All reporting entities should, at the time of commencement of an account-based relationship with a client, determine whether the client is acting on behalf of a beneficial owner, and identify the beneficial owner and take all steps to verify the identity of the beneficial owner.

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PMLA Rules from a Reporting Entity POV

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What if I lose access to my Google account? How can I log back into Web3?

If you lose access to your Google account, you can recover your Web3 wallet using a special "Recovery file" named COINDCX_DO_NOT_DELETE_1234.txt. Make sure to save this file on your device and in secure places. It’s a safety net that helps you get back into your wallet if needed. ​ ​

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WEB 3 Recovery

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Does submitting a demise claim guarantee that the assets will be transmitted?

No. Every demise claim is subject to document verification and applicable legal requirements. The transmission of assets will be processed only after the required verification has been successfully completed and the claimant's legal entitlement has been established.

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Demise Claim

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Is my information secure during the Re-KYC process?

During the Re-KYC process, we have implemented rigorous measures to ensure the utmost security and confidentiality of your information. To maintain the privacy of customer data, we employ encryption protocols for secure data transmission, strictly adhere to data protection laws, and implement robust

Knowledge Base Article

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Re-KYC Verification

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Which devices support Biometric Login?

Biometric Login is available on compatible devices that support: Fingerprint authenticationFace ID or facial recognition Your device must have biometric authentication set up in its system settings before you can enable it in the CoinDCX app.

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Biometric Login

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DISCLAIMER

The information and material contained herein are subject to change without prior notice including prices which may fluctuate based on market demand and supply. The material available on the site is proprietary to CoinDCX, its parent, Licensor and/or its affiliates and is for informational purposes and informed investors only. This material is not: (i) an offer, or solicitation of an offer, to invest in, or to buy or sell, any interests or shares, or to participate in any investment or trading strategy, or (ii) intended to provide accounting, legal, or tax advice, or investment recommendations. Note Crypto products and NFTs are unregulated and can be highly risky. There may be no regulatory recourse for any loss from such transactions.

*Data sourced from Looker app as on 01st May,2023
*Data as on 01st May,2023
*Quarterly trading volume for Q4 FY'22. Currency conversion rate applied as in data capturing period
*FIU Registered entity, NEBLIO TECHNOLOGIES PVT LTD
*Certified in India for May 2023-24