Support Desk
How can we help you today?
Recent articles
Account
Account questions
- "Recalculate Trades" Pop Up Window
- CoinTracking Customer & Technical Support FAQ
- Create backup, restore or export your account data
- Create Multiple Accounts On CoinTracking
- Delete or close an Account
App
Access & Security
- Account Blocked Due to Suspicion of Bot Activity
- CoinTracking security measures
- forgot password or username, reset password, lost 2fa device
- Guarding Your CoinTracking Account Against Phishing/Scam Attempts
- Lost 2 fa device / 2 fa deactivation process (2-Step, 2fa)
Pricing Plans
PRO / UNLIMITED Questions
- Is the PRO Trade limit total or per year and how can summarize transactions?
- Reached Trade Limit - upgrade how and why?
- Reached Wallet Limit
- How long does it take to upgrade my account?
- What you need to do after a subscription renewal
Corporate
Payment and Subscription
- How do I change my billing information?
- Error Message "Your Credit Card requires additional authentication"
- How do I change my payment method or payment details?
- How do I cancel my subscription?
- Why was my premium membership renewed?
Import
Getting Started
- Entering Transactions - API / CSV / manually
- Start from scratch - delete all data and import again
- Getting started or starting over
- Unlike other Tracking Services CoinTracking displays wrong balances. Why?
- API Live Data Overview - Wallets and Exchanges
Exchange - Setup & Integration
- BitMEX API Import Income/Loss
- Bitpanda Withholdings (Automatic Tax Deduction)
- Coinbase API - Wrong Balances with Vaults
- Coinbase API error "Key invalid"
- Coinbase API Import issues
Exchange Restrictions
- Bitget Import Restrictions
- Bittrex Import Restrictions
- Bybit API Import Restrictions
- Coinbase Import Restrictions
- Kucoin Import Restrictions
Binance
- Binance API - Update Trade Pairs
- Binance FAQ
- Binance Futures CSV Upload
- Binance Import Restrictions
- Binance Missing Dust to BNB Transactions (LEGACY)
Blockchain / Wallet - Setup & Integration
- Cardano ADA import notes
- Cloudmining Models like Hashflare or Genesis
- ETH Wallet API
- Hardware Wallets in General
- How to import my METAMASK or TRUST Wallet transactions?
Custom Importer
- 2gether CSV
- Coinbase PRIME CSV Import
- Copay wallet CSV - Settings for Custom Importer
- CSV import for Socios / Chiliz via the Custom Importer
- Custom Excel/CSV Import Issues
How Tos
- API Import Issues
- API Imports are not updating automatically
- Bulk Edit and Delete
- Entering Deposits, Withdrawals, and Transfers Between Exchanges / Wallets
- Entering Fees
Data Validation
Getting Started
- Difference between Profit/Loss, Total Account Value, Balance, Realized Gain and Unrealized Gain
- Different ways of managing your portfolio
- How to Remove and Prevent the Re-Import of Spam Tokens
- How to validate my account?
- READ FIRST: General account imbalances
Token Specific Adjustments
- Custom Price in other Currency
- Edit asset value manually
- Entering lost/stolen or delisted Coins
- How To Enter Coin Migrations/Rebrandings in CoinTracking
- How to Identify and Rename the Correct Ticker in CoinTracking
Transaction Types & Manual Adjustments
- Difference between "Transfer" and "Deposit/Withdrawal"
- Example Transaction sequence Wallet-Exchange-Wallet
- Exchange closed or missing data due to wallet inaccessibility
- Explanation of Transaction Types (LEGACY)
- Handling of Bot or Casino Trades
Wrong Balances
- Balance by Exchange is different from API Live Data
- Depot/Lot separation
- My account is showing negative FIAT values
- My Dashboard is Showing Unrealistic Balances or Graphs
- Negative Balance with Open Margin Positions
Tax-Reports + Realized & Unrealized Gains
Tax-Report FAQ
- Warnings In The Capital Gains Report
- Purchase Pool Warnings
- Foreign Currencies
- Less trades in the tax report than listed for the year
- Warnings in the tax report ("There is no suitable purchase to this sale (all purchasing pools consumed)"
Gains - General FAQ
- Realized/Unrealized Gain FIAT and BTC Values Are Not the Same
- Coin Price / Value Does Not Seem Correct
- Working with Two Fiat Currencies / Cost Basis 0 for FIAT
- ROI (Return On Investment) and Profit/Loss Determination
- How is Margin Loss Δ (delta) calculated ?
Gains - Settings
Gains - Description and Details
Gains - Issues
- The Realized & Unrealized Gains Report is empty
- Gifts, mined coins and income are not calculated with 0 USD (or other FIAT) on the Gains page
- The cost basis seems wrong in the Gains/Tax Report
- Coin balance difference between Dashboard and Realized & Unrealized Gains Report
- Why "Cost per Unit" on Gains Page Differs from the Real Price you Paid?