FAQ

What services does CoinTree provide?


CoinTree provides a means to quickly buy and sell bitcoin. We aim to make the process as simple and secure as possible.

We also provide all our users with their own secure bitcoin wallet and services to use their bitcoin, such as buying altcoins and paying household bills using bitcoin. For a list of services, see the Dashboard of your account or the Dashboard of the Instant Demo.

How can I purchase bitcoin?


Using CoinTree, you can easily purchase bitcoin within a few moments. Create an account and decide how much to buy. It’s just that easy!

How much does it cost?


CoinTree strives to be the cheapest and easiest place to buy bitcoin. We offer a best price guarantee (see Buying Bitcoin section) and be sure to factor in competitor base rates and any additional hidden fees when comparing prices.

Our fees:

  • Buy bitcoin fee - 3 %
  • Buy altcoin fee - 0 %
  • Sell bitcoin fee - 0 %
  • Pay bill fee - 0 %

Who can use CoinTree?


Anyone in Australia or overseas can use CoinTree as long they are at least 18 years old.

Is CoinTree safe to use?


Yes, security and safety is our top priority. All website traffic is encrypted using SSL. All important user details are encrypted using the latest encryption technology. And the bitcoin wallet that we generate for you is encrypted many times over with different encryption methods. Here's the details:

  • The SSL certificate is protected with a 2048 bit key and issued by GeoTrust Extended Validation SSL CA - G2.
  • User details and passwords are encrypted using the Rijndael cipher with a block size of 128 bits and a key length of 256 bits. This is the approved encryption method by the National Security Agency (NSA). In addition, passwords are salted per user.
  • User bitcoin wallets are protected with a salted encrypted passphrase per user, and then the encrypted wallet is encrypted again before being stored.
  • User verification is handled by a trusted identity verification provider that is 100% compliant with Australian laws and regulations.

What is bitcoin?


Bitcoin (BTC) is a relatively new currency that is not controlled by any bank, government or institution. It is collectively maintained by the people across the world, allowing everyone to verify its integrity, instead of dictation by one centralised agency. Since its creation in 2009, it has achieved global recognition by the public. Bitcoin can be used to purchase items such as cars, clothes, or beer, in place of standard currency. It can be transferred to anyone, without the need to convert between currencies.

What is a bitcoin wallet and address?


Similar to an actual wallet you would use to store cash, a bitcoin wallet stores bitcoin digitally. And like the compartments of an actual wallet, a bitcoin address represents a compartment within a bitcoin wallet. When you use a bitcoin wallet you are given a bitcoin address to send/receive bitcoin. Anyone who sends bitcoin to your bitcoin address is essentially adding bitcoin to your wallet. Some people like to have many bitcoin addresses for their wallet, but you don't need to worry about this for now.

Do I need to create a bitcoin wallet?


No, you don't. CoinTree creates a secure bitcoin wallet for you when you sign up and handles all the complexity around it. With CoinTree, you don't need to worry about anything to get started with bitcoin.

What is proof of solvency?


Proof of solvency is the act of proving bitcoin exists for all users. This is important because less robust bitcoin services in the past have gone bankrupt or have lied to their users about the bitcoin in their accounts, leaving their users with nothing. With services that can prove solvency, you can rest assured knowing that your balance is really there and accessible at any time.

Does CoinTree provide proof of solvency?


Yes, at any time all our users are able to verify their bitcoin exists and view their bitcoin transactions using an external website. To do this on your account now, click here.

What are BTC and mBTC?


Similar to dollars and cents, bitcoin uses BTC and mBTC depending on the quantity. BTC represents one bitcoin and can have up to 8 decimal places (where as dollars has 2 decimal places). mBTC is a 1,000th of a bitcoin. So for example, BTC 1 is mBTC 1,000. And BTC 0.2547832 is mBTC 254.7832.

What are the password guidelines?


  • Minimum length is 8 characters
  • We strongly recommend you to create a password with a minimum of orange strength in the Password Strength indicator.
  • A strong password can be generated from a password manager such as KeePass or LastPass.
  • We recommend using a password manager such as KeePass or LastPass to keep your passwords safe from theft or forgetfulness.
  • We do not recommend using your browser's password manager as these are less secure than the above recommendations.

What are the username requirements?


To keep things simple, we use your email address as your username, so a valid email address which has not been registered on CoinTree before can be used as the username.

I haven't received my account activation email


If you haven't received your account activation email, the two most likely reasons are that your email client has put the email in your spam folder, or that you gave us the wrong email during account sign up. Here's a little trouble-shooting guide to help find the problem:

  1. Check your spam folder for an email with the subject containing "CoinTree"
  2. If the email isn't in your spam folder, check to see if you entered the wrong email address by trying to create a new account with the email address you think you used before. If you used this address before, the system will let you know there's an account under this email already and won't create the new account for you. If it does let you create the new account, then you entered the wrong email before and you should get an activation email for the new account.
  3. If trying to create a second account confirms that the first account has the correct email, but you still can't find the activation email for the first account, then try waiting for a while and check your email again. Sometimes it just takes a while for the activation email to arrive.
  4. If all the steps above fail, contact customer support.

I can't log into my account


If you can't log into your account this probably means that you're entering the wrong email address, password, or two factor authentication (one-time password). If you get a message saying you've been locked out of your account, please contact customer support.

  • To reset your password, go to Log In > "Forgot your password?" and enter your CoinTree account email. Check your email for the password reset link.
  • If you have two factor authentication enabled and passed the username and password authentication, but two factor authentication keeps failing, this usually means your phone's date/time is out of sync with the network. To fix it, go to the phone's date and time setting and make sure it is set automatically. If this still doesn't work, please contact support for further assistance.
  • If you have two factor authentication enabled and have a new phone or lost your phone, please contact support for assistance to reset the two factor authentication.

Can I change my username?


Usernames are tied to your email address and cannot be changed.

What is two factor authentication?


Two factor authentication is a great way to ensure your account cannot be compromised. An application on your phone is used to generate a unique code every 30 seconds. After logging into your account, you are asked to enter the generated code. Even if someone finds out your password, they will not be able to get into your account without access to your phone.

What is BitID login?


BitID is an open technology that allows secure log in using your mobile device. It is faster and safer than typing your email address and password. It can be quickly enabled for your account from the Security page.

To use BitID, you will need a bitcoin wallet installed on your phone that supports BitID such as Mycelium or Airbitz. Then scan the QR code that is on our login page with your phone.

What payment methods does CoinTree offer?


We accept cash deposits at a number of local bank branches across Australia. We also allow deposits using popular online methods such as Internet Banking (EFT) and POLi Payments.

Which deposit method should I use?


POLi Payments and cash deposits are generally recommended because they can be processed quickly within the same day. Online and mobile banking options are great alternatives if you prefer to pay from the comfort of your home or office, however banks process these overnight.

How long do payments take?


All deposits are processed as soon as the bank provides the details to us. Cash deposits at bank counters take around 30 minutes to appear in your CoinTree account. Using online banking can take 1-2 business days depending on your bank. POLi Payments is instant.

The reference number must be specified with your deposit. Beware that some ATMs and self service machines do not allow a reference number to be specified and will result in processing delays or having your deposit refunded.

How much can I purchase?


We accept purchases of $200 or more. Our system will happily process up to $10,000 per customer per day. Actual limits vary between accounts and purchase options. Higher amounts are possible. Ask our friendly support team for details.

Can I lock in a rate?


CoinTree does not provide a fixed price quote like some services do. Our prices are estimates only. When we receive your deposit, we will search the market for the best price possible.

This model ultimately benefits you as a purchaser. Since there is no risk on our side of people locking in a rates and only paying when the market moves the wrong way, it allows us to be one of the cheapest of all Australian services like ours.

Other services charge a higher commission for the ability to lock in a rate. Not only are you paying more, but if the market price goes down, you lose out even more. With CoinTree, you will always get the current market price at the moment that we receive your deposit.

We are very proud of this model and back up our price with our best price guarantee.

Do you charge GST?


There is no GST on bitcoin. We facilitate the purchase bitcoin for you at the best market rate and charge a small commission which includes GST.

About our best price guarantee


We strive to give you the best price around and offer a best price guarantee. If you get a better price with another service, we'll give you a discount on our commission for your next purchase.

To make a claim, please raise a support ticket with proof of the other service's price attached.

Conditions:

  • The purchase relating to the claim must be made on CoinTree and another service at the same time for the same AUD amount.
  • The amount must be AUD $1,000 or more.
  • Proof of purchase including AUD paid and bitcoin received must be supplied.
  • All relevant service fees such as AUD deposit fees, bitcoin withdrawal fees and GST must be factored in where applicable.
  • The other service must be Australian owned and operate only in Australia.
  • The other service must use the same model as CoinTree, where it purchases bitcoin on behalf of users.

About small purchases


We understand newcomers want to try bitcoin before getting too serious. To help with this we allow purchases starting from $200, the lowest amount in Australia.

Small purchases may not give as much value for money compared to larger ones as outside factors influence them more. Factors include slippage (a trading term), bitcoin network fees and temporary spikes in market activity. Even with these, purchasing a small amount can still be a good way to try bitcoin. To get the best value of money we suggest purchasing a larger amount at once.

About cash deposit receipt photos


Due to fraud where the general public has been tricked into completing bitcoin purchases on behalf of scammers, we have an extra verification step for cash deposits over $2,000 and over. Requests to send bitcoin from your account are queued until you provide proof that you have the receipt. The Send Bitcoin page and Transaction Log will guide you through the process.

Note that this doesn't affect the purchases themselves - they are processed as quickly as always. This only affects sending and using of the purchased bitcoin. In most cases, there is no extra delay at all between buying bitcoin and using it if the receipt is given to us shortly after making the deposit.

About POLi Payments


POLi Payments is a service provided by Post. It provides instant confirmation of payments to us and is the best option available for purchasing bitcoin as quick as possible.

To use POLi Payments you must link your bank account using the Security page and perform at least one cash purchase. After that's done, and assuming your bank provides online banking and is supported, you're good to use the POLi Payments option on the Buy Bitcoin page.

Although purchases are instant, it takes the banks 1-2 business days to send the money to us. During this time, purchased bitcoin will be in your account but unavailable to use. As soon as we receive the payment, you will be notified that you can now use your bitcoin.

How much does it cost to buy altcoins?


There are no fees for swapping bitcoin for altcoins. CoinTree uses a third party service, ShapeShift, to perform the swapping of bitcoin for altcoins. ShapeShift sets the conversion rates and CoinTree does not charge any fee for this service.

Can I store altcoins on my account?


Unfortunately you cannot store your altcoins in your CoinTree account - there are just too many of them!

If you don't yet have a wallet for your altcoin of choice, we recommend doing your due diligence during your research. Some websites, mobile apps, and even browser add-ins have been known to steal coins.

Can you add an altcoin?


CoinTree is happy to add any altcoin that our provider, ShapeShift, supports. If we don't list it on our Swap page, check if it is available on their website. If is isn't, ask their support team to add it. Once they list the altcoin, let our support team know.

How much can I sell?


We accept sells of $200 worth of bitcoin or more. Our system will happily process up to $50,000 per customer per day, and amounts higher than this is possible with manual processing

How long does it take to receive the cash?


Usually you will receive the cash in your linked bank account within 5 business days, depending on the banks and the bitcoin network processing times.

Is GST applied when selling bitcoin?


No. Most people do not need GST applied (see below). If you need GST applied, please raise a support ticket with our friendly support team.

Do I need to worry about GST when selling?


The rules for selling bitcoin is the same as selling any goods. Generally GST should be applied if you are a business or if your turnover is more than $70,000 per year.

Please take this as a guide only and seek professional advice if you are unsure.

How long does it take for bitcoin to show up?


When bitcoin is sent to your account, 2 confirmations (about 20 mins) is needed before your balance is updated.

How long does it take to send bitcoin?


CoinTree processes all bitcoin transfers instantly and the destination will notice the transfer incoming almost immediately. When sending your bitcoin to another service or wallet, they may wait for the transfer to become confirmed by the bitcoin network before accepting it as complete. This might take anywhere from a minute to a couple of hours (or sometimes longer) depending on the service and the send priority selected.

What is the difference in send priorities?


When a bitcoin transfer is made, the bitcoin network places it in a pool with all the other new transfers across the globe. Bitcoin miners process these in batches and they pick which transfers to include based on the fee they will receive. CoinTree allows you to select the fee paid to miners based on how quickly you need the transfer confirmed by the bitcoin network.

Fast priority uses a fee that usually results in a quick confirmation by the bitcoin network. Economy priority uses a cheaper fee and is useful for saving money when you don't need the transfer confirmed by the bitcoin network quickly.

The bitcoin network fees rise and fall regularly depending on how many people are using it. We do our best to estimate an accurate fee for you but hold no guarantees of a quick confirmation as it at the sole discretion of the bitcoin miners. This is not a CoinTree fee and we always immediately broadcast your transfer.

What bills can be paid?


You can pay any common Australian bill using CoinTree. If your bill isn't supported, please let our friendly support team know.

What currency can I pay bills with?


Bills are paid with bitcoin. When you enter the dollar amount of the bill, the approximate bitcoin amount will be displayed. Once you click confirm, the current market rate will be used and bitcoin will be deducted from your account.

When does the biller receive a payment?


We process bill payments during the same day and your biller should acknowledge it within 1-2 working days.

Will I receive a receipt?


Yes, once the bill payment has been processed our system will generate will generate a receipt and email it to you.

Are there any fees?


No, there are no fees for paying a bill.

What happens if something goes wrong?


Please raise a support request and our friendly support team will investigate it for you promptly.

What are auth codes?


Auth codes are used to help keep your account secure. When performing some account actions, a unique 6 digit code must be entered to continue.

You will be prompted with instructions about your auth code when it is time to enter it. Please contact support if you do not receive it in a timely manner. For accounts with two-factor authentication enabled, the auth code is your current 6 digit code from your authenticator app.

What mobile numbers do you support?


Currently, only Australian mobile numbers are supported. Overseas mobile numbers cannot use the Mobile Verification feature. However, this is an optional feature that does not prevent buying or selling bitcoin.

Why do I need to be verified?


Verification allows us to minimise fraud and keep the price down for you. It also allows us to provide a fast service without any hidden delays.

The amount of verification required depends on the services you would like to use. All information is encrypted and safe.

  • Signed up only : you can look around but not perform actions.
  • Id verification : you can buy bitcoin, buy altcoins, send bitcoin and use bitcoin to pay household bills.
  • Bank account verification and id verification : you can sell bitcoin.

How long does it take to get verified?


  • Sign up : Instant.
  • Email verification : Less than a minute.
  • Bank account verification : It takes banks 1-2 business days to process the verification code and for it appear in your nominated bank account.
  • Id verification : A few minutes if sufficient and correct information provided. If manual verification is required due to incomplete documentation, it can take 1-3 business days.