Tap Sign Up, enter your legal name, email, a username and a password. Confirm your email, then complete identity verification to unlock deposits and withdrawals. The whole process usually takes under ten minutes.

Tap 'Forgot password' on the sign-in screen and enter your registered email. A reset link arrives within a few minutes — check spam if it does not. For security, withdrawals are paused for 24 hours after a password reset.

Go to Profile, then Security, then Two-Factor Authentication. Use an authenticator app rather than SMS, since SIM swapping can defeat SMS codes. Write down the backup code on paper before you finish setup.

Yes, if you saved the backup code when you set it up — use it to restore the authenticator on a new device. If you did not, contact support. Recovery requires identity verification and takes time, which is why saving that code matters.

Yes, in Profile then Security. You will need to confirm from both the old and new addresses, and withdrawals pause for 24 hours afterwards as a security measure.

Accounts are suspended for suspected unauthorised access, activity that breaches our terms, or a pending compliance review. Contact support from your registered email and they will explain what is needed.

No, and this is important. Nobody legitimate will ever ask for your recovery phrase, password or 2FA code. Not Zelencio support, not any other service. Anyone asking is attempting to steal from you. Report and block them.

Withdraw your balance first, then request deletion from Profile, or use the Delete Account page on this site. Some records are retained where the law requires it, which is explained in our Privacy Policy.

Go to Wallet, then Deposit, choose the coin and network, and copy the address shown. Send from wherever your crypto currently is. Make sure the network matches on both sides — this is the most common cause of lost deposits.

Use bank transfer or card from the Deposit screen, or buy directly from another user through P2P. Available methods depend on your country and are shown once you select your currency.

Check the transaction hash on a block explorer first. If it is not yet confirmed, the network is busy and you need to wait. If it is confirmed but not credited, contact support with the hash and they can locate it.

Sometimes, but never guaranteed. Contact support immediately with the transaction hash, the network you used and the network you intended. Recovery is a manual process and may carry a fee. This is why sending a small test first is worth the two minutes.

Yes, and it varies by coin and network. The minimum is shown on the deposit screen. Sending less than the minimum can result in the funds being lost or needing manual recovery.

Crypto deposits appear after the required network confirmations — usually minutes, longer when the network is congested. Bank transfers follow banking hours and can take one to three working days.

The reference is how we match your payment to your account. Without it, your deposit sits unmatched until someone reconciles it manually. Always use the exact reference shown, and nothing else.

Trading fees are a small percentage of each trade, shown before you confirm. Crypto deposits are free. Withdrawals carry the network fee. P2P trading is free for buyers. Current rates are on our Fees section.

Network fees are set by supply and demand for block space, not by us. When a network is busy, fees rise. Choosing a cheaper network — Tron rather than Ethereum for USDT, for example — usually makes far more difference than timing.

No. Every fee is shown before you confirm any action. If a figure is ever unclear, contact support and they will break it down.

No. Most people start by buying a small amount of a stablecoin like USDT and getting used to sending and receiving. Our Help Center has step-by-step guides for every action, and the blog explains the concepts in plain language.

Very little. You can buy fractions of any asset, so there is no requirement to buy a whole Bitcoin. Start with an amount you would be genuinely fine losing while you learn how everything works.

Zelencio is available in most countries, though some features depend on local regulation and the payment methods available where you are. Create an account and the app will show what is available to you.

The Android app is on Google Play. You can also find the direct link on our Download page. Only install from these sources — apps distributed elsewhere claiming to be Zelencio are not ours.

Yes. This website gives you access to markets, your account, referrals and support. Some features are currently mobile-only and are being brought to the web.

You trade directly with another user, paying through your local bank or mobile money. The crypto is held in escrow by the platform until both sides confirm, so neither party can take the other's money.

Yes, provided you stay inside the platform. Escrow protects both sides and disputes are reviewed by our team. It becomes unsafe the moment you deal outside the platform — never do that, no matter what a trader suggests.

Do not release the crypto. Screenshots can be faked and some payments are reversible. Only release once the money is in your account and spendable. If they insist, raise a dispute and let support review it.

Open the order and tap Dispute. Attach your evidence — a full bank statement rather than a notification screenshot. The crypto stays in escrow throughout, and support reviews both sides.

Yes. Merchants post their own offers and set their own rates. It requires completed verification, a trading history and a security deposit. Apply from the P2P section.

Some banks automatically flag or freeze transfers mentioning crypto, which can lock your account entirely. Use only the reference shown on the order.

Share your referral link. When someone signs up through it and reaches milestones — completing verification, trading, and so on — you both earn refcoins. Rewards are tied to real activity rather than signups alone.

Refcoins are the reward token earned through referrals and daily tasks. They convert to USDT at a rate set in the app, once you reach the minimum conversion threshold. The current rate is shown on the Rewards screen.

Rewards unlock when the person you invited reaches a milestone, not when they sign up. Check your referral list to see which milestones they have completed. If a milestone shows complete but no reward arrived, contact support.

No. Multiple accounts breach our terms and are detected reliably. It results in forfeited rewards and usually account closure. The programme is designed for bringing real users.

Small activities — trading a certain volume, completing a P2P order, checking in daily — that earn refcoins. They reset each day and are found on the Rewards screen.

Update to the latest version first, then restart your device. If it continues, clear the app cache in your device settings. If it still happens, contact support with your device model and Android version.

Usually a connection issue. Pull down to refresh. If your balance still shows incorrectly after a restart, contact support with a screenshot rather than assuming funds are missing — they are on the blockchain regardless of what the app displays.

Check your internet connection first. Prices stream live, so a weak connection will stall them. If your connection is fine and prices are still frozen, we may be experiencing an issue — check our announcements.

Through the app, from the Support Center on this site, or through the contact form. Include your UID and any relevant transaction hashes to speed things up. We never contact you first asking for credentials.

In spot trading you own the asset outright. In futures you are betting on the price, usually with borrowed money, and can lose your entire position on a modest move against you. Start with spot.

An order that only fills at a price you specify or better. It waits until the market reaches your price. A market order fills immediately at whatever is available. Limit gives you price control, market gives you speed.

The difference between the price you expected and the price you got. It happens when your order is large relative to available liquidity. Using limit orders avoids it.

A maker adds liquidity by placing an order that waits on the book, and pays a lower fee. A taker removes liquidity by filling an existing order immediately, and pays slightly more.

Limit orders only fill if the market reaches your price. If the price never got there, the order stays open. You can cancel or adjust it from your open orders.

An order that closes your position automatically if the price falls to a level you set, capping your loss. Yes, you should use one — set it when you open the position, while you are thinking clearly.

Any platform converting between crypto and regular money is legally required to know who its customers are. Verification also protects you — it is how you recover an account, how P2P disputes are resolved fairly, and what allows withdrawals to your bank.

A valid, unexpired government-issued ID — passport, national ID or driver's licence — and a short liveness check where you follow on-screen prompts. Higher verification levels may additionally ask for proof of address.

Usually a few minutes. It can take up to 24 hours when submissions are being reviewed manually. You will be notified in the app and by email once it is complete.

Almost always a photo quality issue — glare, blur, a cut-off corner, or a name that does not match your account exactly. The rejection message states the reason. Fix that specific point and submit again.

No. The ID must be yours, and the name must match your account. Attempting otherwise results in permanent closure, and it makes withdrawing to a bank impossible since the names would not match.

A second, higher tier that raises your limits considerably. It requires additional documents and a manual review. Apply from Profile, then Verification, once basic verification is approved.

Sell your crypto for local currency, then withdraw from Wallet, then Withdraw. Your bank account must be in the same name as your verified identity. Bank transfers follow banking hours.

Go to Wallet, then Withdraw, choose the coin and network, paste the destination address and enter the amount. Verify the first and last five characters of the address before confirming.

Common reasons: it is your first withdrawal to a new address, the amount triggered a manual review, or you recently changed your password or 2FA. Most clear within a few hours. Whitelisting addresses in advance avoids the first case.

Crypto withdrawals carry the network fee, which varies by network and congestion. The exact amount is shown before you confirm. Bank withdrawals may carry a flat fee depending on your country.

No. The receiving account must be in your own name, matching your verified identity. This is an anti-money-laundering requirement, not a platform preference.

Yes, based on your verification level. Basic verification carries a standard daily limit; VIP verification raises it considerably. Your current limits are shown on the withdrawal screen.

No. Blockchain transactions are permanent and cannot be reversed by anyone, including us. If the address belongs to another exchange, contacting them may help. Otherwise the only route is the recipient choosing to return it.