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FAQ - Others

Important Announcement

Announcement on Supporting the TON Brand Change to GRAM

Dear Users,

To support the planned rebranding of TON to GRAM, the platform will make corresponding adjustments to TON-related services. The detailed arrangements are as follows:

Suspension of Deposit and Withdrawal Services

CoinUp is scheduled to suspend deposit and withdrawal services for the TON network at 11:30:00 on June 30, 2026 (UTC+8) in support of this brand change. Please note that any TON tokens deposited after this time will not be credited to your account. Kindly make your deposit arrangements in advance.

Termination of TON Deposit and Withdrawal Support

Upon completion of the token swap and brand change, CoinUp will no longer support deposit and withdrawal services for TON tokens.

Token Swap and Renaming Details

After the brand change is completed, CoinUp will adopt GRAM as the new token ticker for TON. All TON tokens will be swapped to GRAM at a ratio of 1 TON = 1 GRAM.

Service Resumption Arrangements

The resumption time for TON/GRAM network-related services will be announced separately. Please stay tuned to the platform’s subsequent announcements.

We apologize for any inconvenience this may cause and appreciate your understanding and continued support.

If you have any questions, please feel free to contact our online customer support team. We are committed to serving you at all times.

Customer Service Team
June 24, 2026

Official Statement from CoinUp Regarding Recent Online Rumors

Recently, Ms. Yi He, Co-Founder of Binance, published a post on social media platform X mentioning allegations involving Mr. Zhu Pan, including suspected impersonation and fraud-related matters. This post has drawn market and user attention to CoinUp and has led to concerns and questions regarding the platform. In response, CoinUp attaches great importance to the matter and hereby issues the following official statement:

I. Regarding the Relationship Between Zhu Pan and CoinUp

Mr. Zhu Pan is not a member of the CoinUp platform and does not participate in the platform’s core management or operational decision-making. His role is limited to that of a project party associated with a project listed on the CoinUp exchange. CoinUp’s core business, risk control framework, product services, and day-to-day operations are independently managed in full by the CoinUp team. Any attempt to directly associate Mr. Zhu Pan’s personal conduct with CoinUp as a platform entity constitutes an inaccurate interpretation of the facts.

II. Regarding the Volatility of the CPX/USDT Trading Pair

The recent sharp short-term fluctuations in the CPX/USDT trading pair were primarily caused by concentrated selling pressure in the market. The platform has initiated a comprehensive review process and will continue to keep users informed of relevant developments in a timely manner as the investigation progresses.

III. Regarding Platform Security and User Assets

Following a comprehensive security review, CoinUp confirms that the platform has not been subject to any hacking incident, data breach, or exploitation of system vulnerabilities. The platform’s wallet system, account infrastructure, and asset custody mechanisms remain secure and stable. Deposit, withdrawal, and trading functions are operating normally, and user assets and data remain intact and unaffected.

IV. Legal Response to False Information

CoinUp firmly opposes the malicious spread of rumors and the use of unfounded and misleading labels such as “exit scam” or “fraud” in connection with the platform. CoinUp reserves the right to pursue legal action against any relevant parties in accordance with applicable laws and regulations. We call on users and industry participants alike to rely on facts, refrain from spreading rumors, and avoid being misled by unverified information.

Since its establishment, CoinUp has always regarded the security of user assets and compliant platform operations as its highest priorities. We will continue to face the market and our users with transparency and responsibility. The personal conduct of any individual should not be improperly attributed to the platform itself. We sincerely thank all users for their continued trust and support.

CoinUp Team

June 24, 2026

Statement on Recent False Rumors and CPX Price Volatility

Dear CoinUp Users and Community Partners,

Recently, CoinUp has become aware of certain inaccurate, one-sided, or misleading information circulating in some media outlets and online communities regarding CoinUp, the recent price volatility of CPX, and the identity of certain individuals. In order to prevent misinformation, protect users’ right to accurate information, and maintain market order and platform reputation, CoinUp hereby issues the following statement:

I. Clarification Regarding Relevant Individual(s)

Upon verification, Zhu Pan is not a member of the CoinUp platform and is not involved in CoinUp’s core management, asset management, risk control decision-making, or day-to-day operations.

The individual in question is associated with a project party of a project that has been listed on the CoinUp platform. Any attempt by external parties to directly associate that individual’s personal conduct, past project history, or market rumors with CoinUp as a platform entity constitutes an inaccurate interpretation and does not reflect the facts.

CoinUp has always adhered to platform-based, team-based, and standardized operations. The platform’s core business, user asset management, risk control systems, and product services are independently managed and operated by the CoinUp team.

II. Statement Regarding CPX Price Volatility

In response to the recent sharp short-term price fluctuations in the CPX/USDT trading pair, the platform initiated an internal review immediately upon detection.

Based on the preliminary findings currently available, the volatility appears to have been primarily caused by concentrated selling pressure in the market over a short period of time. The platform is continuing to investigate the specific causes, related account trading activity, and relevant market data. Should there be any confirmed findings or material updates, CoinUp will disclose them to users through official channels in a timely manner.

At the same time, following a comprehensive review by the platform’s technical, security, and risk control teams, CoinUp confirms that the platform has not experienced any hacking incident, data breach, exploitation of system vulnerabilities, or asset custody abnormality. The wallet system, account infrastructure, and related custody services remain secure, stable, and fully under control. Deposit, withdrawal, and trading functions are operating normally, and user assets have not been affected.

III. Regarding False Information and Malicious Association

CoinUp firmly opposes any attempt to forcibly associate the platform with unverified personal rumors or historical disputes, particularly where such content uses highly misleading and unfounded labels such as “exit scam” or “fraud” without factual basis.

CoinUp respects media oversight and welcomes constructive feedback, suggestions, and reasonable questions from the community. However, all public communication should be based on verified facts. CoinUp reserves the right to pursue legal action against any individual or entity that maliciously fabricates or disseminates false information, deliberately misleads the market, or damages the platform’s reputation and user confidence.

IV. Follow-up Actions by the Platform

To further protect user interests and maintain market order, CoinUp will continue to take the following actions:

Continue investigating and verifying the cause of the abnormal CPX price movement, and provide timely updates to the community as the review progresses;
Further improve information management and risk review mechanisms for ecosystem projects, partners, and relevant responsible parties;
Strengthen trading risk monitoring and abnormal activity detection to safeguard market order;
Continue ensuring the security of deposits, withdrawals, trading activities, and user account assets, while maintaining stable platform operations.

CoinUp always places user asset security, trading safety, and the platform’s long-term sustainable development as top priorities. We understand users’ concerns during periods of market volatility, and we appreciate the continued attention and oversight from our users, community partners, and media.

Please refer only to information released through CoinUp’s official announcements and official communication channels. We urge all users to assess market volatility rationally, manage trading risks prudently, and remain vigilant against false rumors.

CoinUp Team
June 23, 2026

Announcement on the Abnormal Price Fluctuation of CPX

Dear CoinUp Users,

We have noticed that the CPX/USDT trading pair recently experienced significant short-term price fluctuations. During certain periods, concentrated selling activity led to a sharp decline in price.

After investigation, the platform would like to solemnly clarify the following:

I. The platform’s system remains secure and has not been subject to any form of attack.

Following a comprehensive security review, CoinUp has confirmed that the platform has not suffered any hacker attack, data breach, or exploitation of system vulnerabilities. Our wallet system, account infrastructure, and asset custody services remain secure and fully under control. This price fluctuation was caused by market trading activity and is unrelated to platform security. Users may rest assured.

II. This fluctuation was primarily driven by concentrated selling pressure on the market side. The specific cause is still under further investigation and verification by the platform, and we will keep users updated in a timely manner as the review progresses.

III. All platform functions are operating normally. Deposits, withdrawals, trading, and all other services remain unaffected. User assets are secure, account data is intact, and no user asset losses have occurred as a result of this incident.

IV. CoinUp always places the security of user assets as its top priority. The platform’s risk control system has been operating normally throughout, and all relevant trading data is open and traceable.

We advise users to remain rational in the face of market volatility, exercise proper risk control, and refer only to information released through CoinUp’s official channels. Please stay alert to false or misleading rumors.

Once the investigation is concluded, we will disclose the results at the earliest opportunity. Thank you for your understanding and support.

⚠️ Risk Reminder

Digital assets are innovative investment products with high price volatility. Please participate prudently based on your own risk tolerance.

CoinUp reserves the final right of interpretation for this event.

Thank you for your continued support and trust in CoinUp!

CoinUp Team
2026.6.23

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User Tutorial Center

Feature Introduction

To help users better understand platform features and improve overall user experience, CoinUp has officially launched the User Tutorial Center.

The Tutorial Center provides centralized access to step-by-step guides for core platform features, allowing users to learn and operate directly within the App—without leaving the platform.

What Is the User Tutorial Center?

The User Tutorial Center is an in-app guidance module that brings together tutorials for key platform functions, including but not limited to:

Trading feature guides
Asset and withdrawal instructions
Product usage tutorials
Common questions and solutions

All tutorials are displayed through an in-app embedded view, enabling users to quickly access learning resources at any time.

Key Benefits

✔ Centralized access to all tutorials
✔ Learn without leaving the App
✔ Real-time updates without App version changes
✔ Suitable for both new and advanced users

How to Access the Tutorial Center

📱 In-App Entry

Open the CoinUp App
Enter the Mini Program
Tap “User Tutorial”
Browse the full list of available tutorials

How to Use the Tutorial Center

Once inside the Tutorial Center, users will see a list of available tutorials:

Tutorials are displayed by category
Tap any tutorial to view detailed instructions
The tutorial list is dynamically updated based on platform changes

Viewing Tutorial Content

Selecting a tutorial opens the content within an embedded in-app page
Tutorials support standard scrolling and navigation
Users can return to the tutorial list at any time

Customer Support Entry

A “Contact Customer Support” entry is available at the top of the Tutorial Center.

If you need further assistance after reviewing a tutorial, you may contact our online support team directly from within the App.

Tutorial Content Maintenance

All tutorial content is maintained by the CoinUp Customer Support team
Tutorials may be updated, added, or removed based on product changes
The content displayed in the App always reflects the latest version

📌 Tutorial content is not stored locally in the App to ensure accuracy and real-time updates.

Common Notes

Why is a tutorial no longer visible?
Some tutorials may be temporarily removed due to product updates or adjustments.

What if a tutorial fails to load?
Please check your network connection and try again. If the issue persists, contact Customer Support.

Will tutorials continue to be updated?
Yes. The platform will continuously improve and expand tutorial content.

Important Reminder

Tutorials are provided for guidance purposes only
Actual features and rules are subject to the latest App version
Please contact Customer Support if you encounter any issues

🔗 Official Links

• 📱 Download App: https://download.coinup.tw/en_US/h5-downloads

• 🌐 Official Website: \https://www.coinup.io/en_US/

• 🐦 Twitter (English): https://twitter.com/CoinUpOfficials

• 🐦 Twitter (Chinese): https://twitter.com/COINUPZH

• 💬 Telegram (English): https://t.me/coinupglobal

• 💬 Telegram (Chinese): https://t.me/coinup_zh

• 📩 Email: support@coinup.io

CoinUp.io — The world’s leading one-stop crypto derivatives trading platform

Trade safer, faster, and more stably.

How to Buy Crypto Via 3rd Party

Fast Purchase – Buy Crypto in One Step

With CoinUp Quick Buy, you can purchase your desired cryptocurrency directly using fiat currency without complicated order placement. Just a few simple steps and you're done!

What is Quick Buy Crypto?

Users can quickly purchase cryptocurrencies using fiat currency via credit card or local payment method (AlchemyPay), bypassing the traditional on-chain deposit process.

📱 App

💻 Web

APP

Open the CoinUp.io App and log in to your account. Click on 【Assets】-【Deposit】-【Quick Buy Crypto】 at the bottom of the screen.

On the Quick Buy Crypto page:

Enter the amount to pay (the platform only supports entering the payment amount, not the token to purchase)
Select the payment currency (e.g., CNY, USD, etc.)
Select cryptocurrency to acquire (e.g., USDT)
Select the payment method (AlchemyPay)

After selecting, please verify your order. Once confirmed, please check the "Read Agreement" box ✅ and click 【Next】.

Please verify your order details again. Once confirmed, please check the "Read Agreement" box ✅ and click 【Confirm】. The page will redirect to a third-party page (AlchemyPay).

Note: Regarding the Quick Buy payment issue, the entire payment process including KYC verification, bank card information entry, and payment processing is handled independently by our third-party payment provider, AlchemyPay. CoinUp does not participate in or control third-party verification or payment operations.

AlchemyPay provides 24/7 customer support. You may contact them directly for verification and assistance via the following channels:
🔗 AlchemyPay Online Support
📧 Email: support@alchemypay.org (24/7 support)

As this issue involves a third-party payment platform, we are currently unable to intervene on your behalf. Kindly reach out to AlchemyPay’s official support team for further investigation and resolution.

After payment, wait for cryptocurrency to arrive in your account. Log in to your CoinUp account to view your quick purchase record.

Web

Access the CoinUp website through your browser. After successfully logging in, click on "Buy Crypto" in the top navigation bar.

Enter the quick purchase page:

Enter the amount to be paid (the platform only supports entering the payment amount, not the token to be purchased).
Select the payment currency (e.g., CNY, USD, etc.).
Select cryptocurrency to acquire (e.g., USDT).
Select the payment channel (AlchemyPay).

After selection, the page will display the payment details for this order. After confirming that everything is correct, please check the "Read Agreement" box ✅ and click "Continue".

Please check the page prompts and click "Confirm." The page will redirect to a third-party page (AlchemyPay).

Note: The actual payment process is completed by a third party. CoinUp does not handle third-party KYC, card numbers, or payment operations.

After payment, wait for cryptocurrency to arrive in your account. Log in to your CoinUp account to view your quick purchase record.

Notes:

Reference Price displayed on CoinUp is an estimated number. The final price is subject to the price quoted by AlchemyPay.
If you’ve encountered any issues during the process, please contact AlchemyPay support at Support@alchemypay.org.

🔗 Official Links
📱 Download App: https://download.coinup.tw/en_US/h5-d o wnloads
🌐 Official Website: https://www.coinup.io/en_US/
🐦 Twitter (English): https://twitter.com/CoinUpOfficials
🐦 Twitter (Chinese): https://twitter.com/COINUPZH
💬 Telegram (English): https://t.me/coinupglobal
💬 Telegram (Chinese): https://t.me/coinup_zh
📩 Email: support@coinup.io

CoinUp.io — The world’s leading one-stop crypto derivatives trading platform.
Trade safer, faster, and more stably.

💬 [CoinUp.io Customer Support Guide]

Need instant assistance? CoinUp.io offers 24/7 online customer support — no matter when or where, our support team is always ready to help you via the App or official website.

🎧 How to Contact 24/7 Online Support

Option 1: Contact via App

1️⃣ Open the CoinUp.io App.
2️⃣ Tap the [Online Support / Support] button at the top right corner of the screen.

3️⃣ Enter your question or issue description, then submit — you’ll be automatically connected to a support agent.

💡 Tip: Please provide as much information as possible (such as your UID, screenshots, and timestamps) so our support team can assist you more efficiently.

Option 2: Contact via Official Website

1️⃣ Visit the official website:
🔗 https://www.marketketweb.com/en_US/market

2️⃣ On the webpage, click the 💬 Chat Icon located in the bottom-right corner to start a live chat with our customer service team.

3️⃣ Fill in your inquiry: briefly describe the issue you’re experiencing. Once submitted, the system will automatically connect you to an available support representative.

💡 Friendly Reminder: To help our team resolve your issue faster, please include complete details (e.g. UID, screenshots, date/time, and device type).

Option 3: Contact via Email

If you are unable to reach the online support at the moment, you can also contact us via email:
📩 support@coinup.io

Please include the following information in your email so we can process your request promptly:

Your registered email address or UID
A detailed description of your issue
Any relevant screenshots or supporting materials (if applicable)

Option 4: Submit an Inquiry Form

1️⃣ Go to the feedback submission page:
🔗 https://www.marketketweb.com/en_US/questions/init

2️⃣ Fill in the required details:
👉 Select the issue category — Choose the most relevant category such as Account Issues, Deposit/Withdrawal, Security Verification, or Trading Related to help us direct your inquiry to the right support team.
👉 Describe your issue — Provide as much detail as possible (e.g. time of occurrence, error messages, order ID, etc.).
👉 Upload attachments (if any) — Include any screenshots, transaction records, or error pages to help our team investigate your issue efficiently.

🔒 Important Notice

Please only contact customer support via official CoinUp.io channels to avoid scams.
Official support staff will never ask for your password or verification codes under any circumstances.
If you suspect that you have encountered a fake customer service representative, please report and verify it immediately through the official online support channel.

🔗 Official Links

📱 Download App: https://download.coinup.tw/en_US/h5-downloads
🌐 Website: https://www.coinup.io/en_US/
🐦 Twitter (EN): https://twitter.com/CoinUpOfficials
🐦 Twitter (CN): https://twitter.com/COINUPZH
💬 Telegram (EN): https://t.me/coinupglobal
💬 Telegram (CN): https://t.me/coinup_zh
📩 Support Email: support@coinup.io

CoinUp.io - Global Leading One-Stop Crypto Derivatives Trading Platform
Trade Safer · Faster · More Stable

📱 [CoinUp.io App Download Guide ]

To help you easily experience the latest version of the CoinUp.io App,
this article provides a detailed step-by-step download guide.

Please follow the instructions below according to your device type if you unable to search our application in App Store or Google Play store:

🍎 iOS New Users Download Guide

As the App Store version is currently under maintenance,
please install the CoinUp.io App via TestFlight instead.

Steps:
1️⃣ Open the App Store and search for TestFlight, then download and install it.

2️⃣ Once installed, open the link below to access the CoinUp.io official download page:
👉 After installing TestFlight, click to enter the official download page.

3️⃣ On the page, tap [TestFlight].

4️⃣ Then click “View in TestFlight” under Step 2 and install the CoinUp.io App.

🤖 Android Users Download Guide

1️⃣ Visit the CoinUp.io official download website:
👉 https://download.coinup.tw/en_US/h5-downloads

2️⃣ Select the Android version of the installation package to download.

3️⃣ Follow the installation prompts, then log in to your account to start using the app.

💡 Notes:

Please make sure to download the app only through official CoinUp.io channels to avoid security risks.
If you encounter any issues during installation or login, please contact CoinUp.io Customer Support for assistance.

🔗 Official Links

CoinUp.io - Global Leading One-Stop Crypto Derivatives Trading Platform
Trade Safer · Faster · More Stable

How to Become a CoinUp.io VIP User

What is a VIP User?

A VIP User is an exclusive status offered by CoinUp.io to high-value clients. VIP Users enjoy lower trading fees, higher withdrawal limits, dedicated customer support, and priority access to special events.

How to Become a VIP User?

You can qualify as a VIP User in the following ways:

Trading Volume: Reach the required trading volume or transaction amount within a set period (e.g., 30 days).
Asset Holdings: Maintain a certain amount of USDT or designated tokens in your account.

Your VIP level on CoinUp.io will be dynamically adjusted based on your trading volume or asset holdings. The higher your level, the more benefits you can enjoy.

Benefits by VIP level include:

Discounted trading fees
Increased withdrawal limits

How Long is VIP Status Valid?

VIP status is usually assessed on a 30-day cycle.

If you meet or maintain the requirements within the cycle, your VIP status will automatically be extended.
If you fail to meet the requirements, your VIP level may be downgraded.