Business FAQ

Frequently Asked Questions

Product

Fireblocks

BitGo

Support

What is Disaster Recovery?

Disaster Recovery is a unique service that prevents the loss of access to digital assets in the event of a disaster, mistake, or human error.

What is Business Protection?

Business Protection is technology that monitors transactions within your infrastructure. With it we can monitor and prevent anomalous transactions.

For extra protection, our proprietary technology has also been insured by us at Lloyd’s of London in the event of an unlikely failure.

What is Consumer Protection?

Consumer Protection is technology that protects your users' crypto from theft. If someone steals your user's funds through an attack our tech is designed to prevent, we're well placed to compensate them because we've insured our technology with Lloyd's of London.

Which wallet providers do you support?

We support BitGo, Fireblocks and Copper wallets. Other integrations are also available and the number of wallet providers we support is growing. Speak to the team for the most up to date information.

What do I do if cryptocurrency is taken from my account without my consent?

In the unlikely event that your crypto is stolen, Coincover customers with business protection should email claims@coincover.com and provide the following details:

- A local authority crime registration number.
- The date the suspected theft took place.

After we have verified your identity, we will investigate your claim. We aim to complete our investigation within 25 days. Once the investigation is complete, we will inform you of the outcome. If applicable, we will pay back your stolen funds within 48 hours.

What happens if I lose access to my wallet?

If your wallet is protected by Coincover, our disaster recovery service will be able to help you recover your access. We will verify the recovery and guide you through a series of steps to initiate the recovery and retrieve the backup data.

Which cryptocurrencies do you protect?

We protect most major cryptocurrencies and any Standard ERC-20 Token. We keep a list of them here.

How do I perform a test recovery?

For digital assets on Fireblocks, Coincover will support you in setting up and completing a recovery test. Here are the steps to carry out a test recovery:

Inform Coincover - Email support@coincover.com informing us that you wish to perform a test recovery.
Set up a test workspace - Coincover will liaise with Fireblocks who will then reach out to you with instruction on how to do this.
Carry out the test - We will send you the test kit and instructions on how to undertake the recovery.

What is the purpose of the Fireblocks Third Party Letter agreement?

The Fireblocks Third Party Letter Agreement allows Coincover to work with Fireblocks on the customer's behalf. This needs to be signed by the customer before we can progress with the customer onboarding.

What is the Fireblocks soft recovery enrolment?

The Fireblocks soft recovery enrolment, is an additional process undertaken by the customer to ensure they never lose access to their cryptocurrency. The process creates a passphrase which we then receive from Fireblocks for secure storage. This is required in the extreme event that your entire team loses access to their devices, e.g. no one can remember their recovery passphrase. It is particularly important for small teams.

How do I generate a reporting BitGo token?

The simplest way is by adding a 'Viewer Only API Token' to your BitGo account. By using this method, Coincover will not have the ability to transfer any funds, however we will have visibility of the user account. Full instructions can be sent on how to set up either option by contacting support@coincover.com.

Why do I need to generate a reporting BitGo token?

The BitGo reporting token allows Coincover read-view access to the customer BitGo wallets that are protected by Coincover. This is so that we can monitor the wallets and measure the transactions and exposure levels. The service works by sending an alert to our system every time a transaction happens. Coincover then uses the the access token to query the transaction, check it against our system and flag it if suspicious. In the event of a suspicious transaction or a transaction outside of the agreed limits, Coincover may contact the customer to investigate and take any required action such as freezing the wallet.

How do I make a complaint?

At Coincover we aim to provide the highest level of service to our customers. However, if you aren't completely happy with our service, please email complaints@coincover.com and we will attempt to resolve the issue within 48 hours during the hours of business (9am - 5pm Monday to Friday). In the unlikely event that we are unable to resolve the issue to your satisfaction, we will investigate further and respond within 8 weeks.

How do I contact Coincover Support Team?

Please contact us by emailing support@coincover.com - we will respond within 48 hours during the hours of business (9am - 5pm Monday to Friday).

How do I cancel my service?

Please contact us by emailing support@coincover.com - we will respond within 48 hours during the hours of business (9am - 5pm Monday to Friday).

How do I pay my invoice?

Payment can be made in BTC or fiat. You can also pay via PayPal. We do not currently accept stablecoins.

How do I add/remove an Access Control List (ACL) member?

If you need to make a change to any members of your ACL, please contact us at support@coincover.com we will respond within 48 hours during the hours of business (9am – 5pm UK Time Monday to Friday) to arrange a video conference call at your convenience. Three members of the existing ACL will need to be present on the call. The call should only take around 10 minutes to complete.

When is my protection activated?

Protection is activated once the following onboarding steps are complete:

- Service documentation signing
- ID checks for all Access Control List (ACL) members
- Payment of invoice

Once all these steps are complete we aim to get you protected within 5 days.

What is the renewal process?

This is dependent on your Supply of Services contract. If you are unsure, please contact support@coincover and we will check the details for you.

How do I protect additional workspaces?

If you require protection for additional workspaces, please contact us at support@coincover.com. We will liaise with our success and legal teams who will reach out to you and get you set up for onboarding as quickly as possible.

Frequently Asked Questions

Product

Fireblocks

BitGo

Support

What is Disaster Recovery?

What is Business Protection?

What is Consumer Protection?

Which wallet providers do you support?

What do I do if cryptocurrency is taken from my account without my consent?

What happens if I lose access to my wallet?

Which cryptocurrencies do you protect?

How do I perform a test recovery?

What is the purpose of the Fireblocks Third Party Letter agreement?

What is the Fireblocks soft recovery enrolment?

How do I generate a reporting BitGo token?

Why do I need to generate a reporting BitGo token?

How do I make a complaint?

How do I contact Coincover Support Team?

How do I cancel my service?

How do I pay my invoice?

How do I add/remove an Access Control List (ACL) member?

When is my protection activated?

What is the renewal process?

How do I protect additional workspaces?

Contact Us