Hi Qoins Customers,
We understand many of you may have been experiencing issues with your Qoins account given our recent bank transition. In an effort to better serve you, our valued customer, we wanted to shed light on the current situation and what we, as a company, are doing to get these issues resolved as quickly as possible.
Where is my money?
In recent weeks we began a bank migration from our previous sponsor bank Atlantic Capital Bank (now known as SouthState Bank) to Evolve Bank & Trust. As of July 20th, if your account was not migrated to Evolve, it was automatically placed in an “on hold” status. Additionally, other customer accounts containing funds were also placed on hold pending the migration, which has posed some technical challenges. We are working closely with SouthState to update your status and provide full access to your funds as quickly as possible.
If you are currently unable to migrate your existing Qoins account to our new banking partner and/or are having issues accessing your funds, please submit a customer support request here and our support team will follow up as quickly as possible.
Why do I need to verify my identity?
For customers to successfully complete the migration process, we’re required to verify the identity of each account; new or existing.
Why am I getting errors when trying to verify my identity?
If you’re getting an error during the identity verification process, your account may be “on hold” due to our current bank migration. If this is your first time attempting to migrate after the July 20th cut-off, please reach out to support, as we are working to complete updates on every attempt.
I don’t want to migrate. What now?
For customers that believe they may still have funds in their account but would like to close their account, please send a support ticket with subject line: “deactivation request; not migrated” via firstname.lastname@example.org
I’ve already reached out to Support.
If you have already submitted a ticket to our Support Team, we kindly ask that you bear with us for a
response. Our in house representatives are answering every concern as quickly as possible but with the recent influx of Support requests, some customers are experiencing delayed response times.
Again, to those Qoins customers affected by the migration, we sincerely apologize for any inconvenience and thank you for your patience as we work towards getting this issue resolved.