If you need a bit of help, here are our most frequently asked questions. If you can’t find what you’re looking for, please get in touch - we’re very happy to talk!
How do I reset my password?
Go to the dashboard login page here and select the 'Forgot password?' link at the bottom of the login box. You can also reset your password at any time on the settings page in the dashboard.
Is credit or debit card the only way to pay?
Yes - for now it's only possible to pay for Coincover with a recurring card payment. We’re looking to introduce additional ways to pay in the future.
Is Coincover regulated?
Coincover is managed by Digital Asset Services and regulated by the Financial Conduct Authority in the United Kingdom. We can sell warranties, insurance and undertake regulated activities using our licence. We're an Appointed Representative of Hambro Perks InsurTech Gateway and have a registration number of 829262.
I want to speak to someone. How do I do this?
You can email us at firstname.lastname@example.org. You can also get in touch via our contact us page.
I’ve lost my multi-factor authentication device and can’t log in. What do I do?
If you contact us at email@example.com, our team will get back in touch with you and take you through the reset process.
Theft protection (coming soon)
What does digital currency theft protection cover?
If your digital wallets are protected by Coincover, you're covered for proven theft of specified digital currencies up to the specified value held.
What's the maximum amount of digital currency I can protect?
Currently the maximum amount of digital currency you can protect is equivalent to £100,000. Higher levels are available upon request.
Is there an excess to pay with digital currency theft protection?
No. There's no excess to pay when making a claim.
Can I buy digital currency theft protection internationally?
Yes, digital currency theft protection is available worldwide.
I’ve got a wallet on an exchange. Can I protect that?
We're afraid not. Not yet, anyway. We only cover approved wallets. At the moment these are provided by BitGo, but we hope to add others in the future - once we've undertaken full audits and due diligence checks on other providers.
How do I get a BitGo wallet?
Getting a BitGo Wallet is easy. Visit BitGo and open an account. Once open, you can create a wallet, and select Coincover as the key recovery service provider while doing so.
Once you’ve created your wallet, you'll receive an automated email from us with a link to create your account. You’ll only have to do this once. Every new BitGo wallet you create will then be automatically added to your Coincover Vault - provided you select Coincover as your key recovery service provider.
I accidentally sent my digital currency to the wrong address. Does my theft protection cover me for this?
Unfortunately not. Coincover doesn't cover you if you send digital currency to the wrong recipient. If this is something you'd like to see us cover, be sure to let us know.
Are there any exclusions on digital currency theft protection?
We wanted to keep Coincover terms short, simple and easy to understand - so we only have three exclusions in the guarantee. These are:
Willful sending of digital currency.
Failure of a digital currency blockchain.
Physical loss of a hardware device.
While Coincover covers the digital currency in your protected wallets, it doesn't cover the device (eg your phone or laptop) that you use to access it.
How do you calculate the loss?
We analyse the relevant digital currency blockchain(s) to determine exactly when any theft occurred, as well as how much was stolen. This is used as the basis of the loss. The value of the digital currency is calculated at the point of theft based on the valuation provided by Coingecko.com.
How do you determine the claim payment?
Once we've confirmed the theft and calculated the loss, we’ll pay the claim in your preferred currency up to your cover limit. If you have a cover limit equal to or greater than the amount stolen, we’ll pay you in full. If the amount stolen exceeds your cover limit, we'll pay up to that limit. Here are a couple of examples:
You have a cover limit of £10,000
You suffer a theft and lose £8,000
We pay you back £8,000 into your nominated authorised banking account
You have a cover limit of £10,000
You have £15,000 in your wallet all £15,000 is stolen
We pay you back £10,000 - ie the cover limit
OK, I think I get it. Is there anything else you offer?
All paid Coincover subscriptions also include secure key recovery service (Coincover Vault) free of charge. This means that you'll never have to worry about losing your private keys or getting locked out of your digital currency wallet again. Coincover wallets are also covered by wallet monitoring. This monitors all transactions on your wallets, and we'll contact you if we identify suspicious activity. Find out more about wallet monitoring here.
Which digital currencies do you support?
Coincover protects the following currencies :
We also currently support 122 ERC20 standard tokens.
What if I don’t want theft protection?
We also offer a key recovery service (Coincover Vault) which covers you against the loss of your private key. Find out more about private key recovery here.
What happens if the value of the digital currency fluctuates and I suffer a theft when the value of my digital currency is over my cover limit?
Our digital currency theft protection (Coincover Shield) has a capped limit, so your cover level doesn't fluctuate with the value of your digital currency. If at any time you feel that you're underprotected or overprotected due to a change in digital currency value, you can adjust your cover online. Please note, Coincover cannot advise you on whether the limit you've chosen is adequate for your needs.
What is my renewal schedule?
Our theft protection (Coincover Shield) renews automatically every month. It runs monthly and starts on the day you requested cover. This means if you signed up on 4 June 2019, your cover will run until 4 July 2019 and renew at midnight on 5 July. Your cover will automatically continue with the cover level you've selected unless you decide to adjust the cover amount. We’ll email you each month to let you know what that is.
Can I pay annually rather than monthly?
We believe that monthly payments provide the best flexibility for our customers. But we'll explore the option for annual payments if the demand is there. If this is something you'd like to see, please let us know.
How many wallets can I protect together?
You can protect as many wallets as you like. We cover you as the account holder, which means you can have multiple wallets, provided they were all created with Coincover selected as the key recovery service (KRS) provider while you were signing up. The amount of cover you've selected will apply across all your wallets.
For example: If you have £20,000 of monthly Coincover digital currency theft protection - and have two wallets, each containing digital currency with a value of £12,000 - the £20,000 of cover is shared across both wallets. So if one of your wallets suffers a theft then we would pay out the £12,000 for that claim. But if both wallets were attacked at once, the payout is capped at £20,000. When your cover renews the following month, you would again be covered for up to £20,000.
What if I want to cancel?
Cancelling is very straightforward. You can email us at firstname.lastname@example.org, and we’ll make the necessary cancellation on your account. Although we’d hate to see you leave, we don’t charge any mid-term cancellation fees - so cancelling your account is as painless as possible.
Please note that we don't refund a monthly subscription, so if you cancel mid-month, you'll continue to be covered for a month from your last payment.
What happens to my lost key cover if I cancel digital currency theft protection (Coincover Shield)?
When you cancel your Coincover Shield, you'll still be able to use our key recovery service (Coincover Vault) for the wallets you have with us. However, you will be charged each time you make a private key recovery.
How much does digital currency theft protection cost?
Cover costs £2 per month per £1,000 protected up to £100,000. Quotes for higher cover amounts are available on request.
How do I adjust my cover levels?
You can adjust your cover levels in the 'Update cover' section of the Coincover dashboard. Changes to cover levels will be reflected immediately for both increases and decreases - except where the cover level is reduced to zero, as this will be considered a cancellation. Please see 'What if I want to cancel?'
You'll only pay for what you use, so any changes in subscription charge will be calculated for the remainder of the current month. These changes will continue into subsequent months. In the case where cover level increases, payment will be taken immediately. Decreases will be deducted from charges for subsequent months.
Lost key cover
What do I do if I’ve lost my private key?
Don’t panic! This is what we're here for. Contact us immediately so we can help you recover your funds. When you contact us, we'll explain the steps to recovering your funds, and begin the recovery.
How does Coincover secure the backup keys it holds?
For security, we don’t give out the details of how we hold backup keys. They’re held extremely securely and never connected to a network. The Coincover team has experience of securing keys for the armed forces, police and governments, and we've used this experience to help define our own security procedures.
How long will I have to wait to recover my funds?
We recover funds around once a month, but we vary the dates and times of these recoveries to maintain strong security. You shouldn’t have to wait any more than 30 calendar days. And in most cases, it'll be between 10 and 20 days, provided we've been able to fully verify your details.
What will you need from me to complete the recovery of my funds?
We'll need information from you to help us re-confirm your identity. This'll be the same type of information that we needed when you opened your account. We may also need to speak with you via video conference or in person. All of these checks are to ensure your funds are protected.
Which currencies are supported by your lost key cover?
We support the following currencies with our lost key cover (Coincover Vault) right now:
We also currently support 122 ERC20 standard tokens.
When you create your wallets, be sure to select Coincover as the key recovery service (KRS) provider to make sure you're covered.
What happens to my old wallet once the funds are recovered?
The old wallet is now empty. It's important that you notify anyone who makes regular payments to you of your new wallet address - and not to use the old one.
Are there plans to expand your wallet monitoring capabilities?
Yes, wallet monitoring is still in the early stages of development. We anticipate adding a great many features to it over time. If there's a feature you'd like to see, please let us know.
I’m not happy with the product or service. How do I complain?
We work hard to ensure we deliver the highest levels of service. But sometimes things go wrong. If you believe that we've not met the standard that you'd expect, please tell us as soon as possible. In the first instance please contact us at:
We'll carry out an investigation of your complaint and will provide a written response. If we cannot resolve your complaint within three business days, we'll refer your complaint to our principal firm - HPIG Insurance Services Limited - to complete and communicate the outcome of the investigation to you. HPIG Insurance Services is at:
HPIG Insurance Services Limited
8 Greencoat Place