The Crypto Payments FAQ Your Customers Need (Copy It)

A customer gets to your checkout, sees a crypto option and stops. What is this payment page? Do I need an account? Why does it want my date of birth? What if I send the wrong amount?

Some of them email your support team. More of them just leave. Most of those questions have short, boring answers, and the best place for them is on your own site, right where the customer is deciding.

So we wrote the FAQ for you. Copy it onto your payment or help page, swap in your store’s name and contact details, and adjust anything that does not fit how you work.

Not offering crypto at checkout yet? Open a CoinGate account.

Before you paste it

• Replace the brackets. [Your store] becomes your store’s name, and [your support email] your real contact.
• Link your refund policy in the refunds answer, if you have one.
• Put it where the decision happens. Next to the crypto option at checkout works better than a help page nobody opens. We collected more ideas on placement in how to make crypto payments easy to find on your site.

The FAQ

What is CoinGate, and why is it on the checkout?

[Your store] uses CoinGate to process crypto payments. CoinGate is a payment provider authorised in the EU under MiCA. You pay on CoinGate’s payment page, and [Your store] receives the payment.

Do I need a CoinGate account?

No. You pay straight from your own wallet or exchange account.

Which cryptocurrencies can I pay with?

The payment page shows every coin and network available for your order. Choose the coin you hold, and the network your wallet or exchange will send it on.

Why am I asked for my name and date of birth?

EU rules on crypto transfers, known as the Travel Rule, require payment providers to collect a few details about the person paying, such as name, date of birth and country of residence. If you pay on behalf of a company, you are asked for the company’s name, registration number and country of incorporation instead.

Is there an age limit?

Yes. To pay as an individual, you need to be 18 or older.

How long do I have to pay?

Once you choose a coin and network, you have 20 minutes to send the payment. Before you choose, the payment page stays open for 2 hours.

How long does it take to confirm?

Most payments confirm within a few minutes. Larger Bitcoin payments can take around 15 minutes, because they wait for the Bitcoin network to confirm them. Once you have sent a payment, there is no need to send it again while it confirms.

What if I send too little or too much?

Send the exact amount shown. If you pay from an exchange, check whether it takes its withdrawal fee out of the amount you send, because then less arrives than the page asked for.

If a payment arrives short, you get an email with the remaining amount, and you can top up from the same payment page before it expires. If you send too much, the order still goes through, and you are emailed a way to request the difference back. Very small overpayments can be too small to refund.

What if I sent the wrong coin, or used the wrong network?

Open the same payment page and look for the option to tell us you have already made a payment. Enter your transaction hash. If the payment can be matched, you can request a refund right there, in the coin and on the network you sent.

How do refunds work?

Refunds for a purchase come from [Your store], so contact us at [your support email]. Crypto refunds are sent to a wallet address you provide, and you may receive an email asking you to confirm that address.

Is it safe?

CoinGate is authorised by the Bank of Lithuania as a crypto-asset service provider under MiCA. Before you pay, check that the website in your address bar is pay.coingate.com. Never share your seed phrase or private keys with anyone, including [Your store] and CoinGate.

Why these answers, and where the detail lives

Each answer is short on purpose, because a customer at checkout will not read more than a few lines. When customers want the longer version, link them to the page behind each answer:

• Paying for the first time: how to pay a CoinGate invoice, step by step.
• The details asked before payment: the Travel Rule at CoinGate, explained.
• Timing: how long a crypto payment takes, network by network.
• Wrong coin or network: getting a wrong-coin payment back from the invoice.
• Wrong amount, from your side of the counter: what happens when a payment arrives short or over.
• Refunds, from your side: how crypto refunds work for merchants.

The full list of coins and networks we support is on our supported currencies page.

Crypto checkout questions are predictable. Answer them once, on the page where customers are deciding, and fewer of them end up in your inbox or, worse, in an abandoned cart.

Ready to give your customers a crypto option they understand? Start with us.