Frequently asked questions

Frequently asked questions

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Discovering Bitcoin is the start of your crypto journey. Let us guide you into a new world of digital investments. 

 


 

Getting Started

No, you do not need to verify your identity to start purchasing cryptocurrencies. However, identity verification is required to withdraw more than 1 BTC equivalent of cryptocurrencies.

Also, to be able to use SEPA or credit card purchases as a funding method you will also be required by the Payment Gateway provider to provide:

    • Proof of Residential Address
    • Mobile phone number
    • Government ID

To create an account, Virtuse requires your:

Full legal name

Email address

Password

At the moment Virtuse is available in Europe and in over 100 countries worldwide. Don’t hesitate to let us know on Twitter or Facebook what other countries you would like to see Virtuse be made available in.

Virtuse stores all of your cryptocurrencies in cold storage, collaborative custody wallets in partnership with Gemini Custody. Cold storage involves keeping the keys associated with the cryptocurrencies offline. At the same time, collaborative custody (also known as multi-signature) requires multiple parties to sign a transaction to move funds from a cryptocurrency address. Together, cold-stored collaborative custody is the safest way in the world to hold crypto, and because Virtuse is a buy-side dominant product, it means we can maintain 99.9% of all crypto in cold storage.

Login

If you are unable to login to our platform, do ensure that you have entered the correct email address, password and OTP.

  1. If you have forgotten your password, please click on “Forgot Password” and enter your email. You will receive an email with a link to reset your password.
  2. Click on the link and enter your new password.
  1. Please check the spam and trash folder in your email inbox. You can also try clearing your email cache.
  2. You can also add the no-reply@virtuse.com address to your email whitelist.
  3. Once you have done the above two steps, you can resend a confirmation email.

 

Deposit

  1. Login to your Virtuse Account using your email address and password
  2. Click on Deposits/Withdrawals tab
  3. Under Crypto Balance, click on the green “Deposit” button on the coin you wish to deposit
  4. Copy your wallet address and paste it to the address you are sending from.
  5. The coin will be added to your account balance after you have enough confirmations.
  1. Login to your Virtuse Account using your email address and password
  2. Click on Deposits/Withdrawals tab.
  3. Scroll down and you will see 2 tabs: Fiat wallet history and Crypto wallet history.
  4. Click on fiat wallet history tab to see your fiat deposit history, or click on crypto wallet history to see your crypto wallet history.
  1. Login to your Virtuse Account using your email address and password
  2. Click on the “History” tab and click on “Transaction History” from the dropdown menu.
  3. Click on “Deposit/Withdrawal Fiat” to check your fiat deposit history, click on “Deposit/Withdrawal Crypto” to check your cryptocurrency deposit history.

Listed below is a summary of what limits are applied when using credit/debit and SEPA payments as funding methods:

  1. Total minimum account balance limit is $50
  2. Cryptocurrency minimum purchase limit is $50 per transaction.

Trading

  1. Login to your Virtuse Account using your email address and password.
  2. Click on the Dashboard tab.
  3. Scroll down to the History section. Click on any of the Pending orders, Recurring Orders, or Completed Transaction tab to view the orders you placed. 

 

  1. Login to your Virtuse Account using your email address and password.
  2. Click on the VEX Pro tab.
  3. At the top, select the pairs you wish to trade.
  4. On the right, select your type of trade, order expiry, amount, and asking price.
  5. Click on “Submit Order”

 

  1. If your order did not go through after a certain period, it may be that the price you entered is out of the market price, and no one is buying or selling at your price.
  2. You may wish to cancel your order and submit another order with a more appropriate price with the market price or click the list of existing orders on the market to buy or sell directly.
  1. Login to your Virtuse Account using your email address and password
  2. Click on the “History” tab and click on “Order History” from the dropdown menu.
  3. Click on “Order History” tab to view you the orders you placed, click on “Trade History” tab to view your trades.
  1. Login to your Virtuse Account using your email address and password
  2. Click on the “Portfolio” tab
  3. You will be able to see the breakdown of all your digital assets

Withdrawals

Virtuse applies a hold on sending crypto from a Virtuse account for the first 30 days from when the account is first funded. This measure is to prevent the use of fraudulent funds. Virtuse can conduct enhanced due diligence and verification to expedite this process; however, it is at Virtuse’s full discretion to enforce or waive this restriction.

Virtuse stores 99.9% of the customer’s crypto at the licensed custodian. This procedure provides greater security of your cryptocurrencies. As such, all cryptocurrencies send requests are batched and sent once a day. Therefore, crypto should land in your wallet within one business day of sending.

There is not additional verification for withdrawal up to 1 BTC equivalent. 

For withdrawals above 1 BTC equivalent, passing through Virtuse’s KYC verification process is required. 

  1. Login to your Virtuse Account using your email address and password
  2. Click on Deposits/Withdrawals tab
  3. Under Crypto Balance, click on the red “Withdraw” button on the coin you wish to withdraw
  4. Enter the address you wish to withdraw your coin to
  5. Enter the amount you wish to withdraw
  6. Click on “Send OTP”, enter the OTP you receive in to the OTP field and click on withdraw
  7. The coin will be withdrawn and sent to the address you specified.
  1. Login to your Virtuse Account using your email address and password
  2. Click on the “History” tab and click on “Transaction History” from the dropdown menu.
  3. Click on “Deposit/Withdrawal Fiat” to check your fiat withdrawal history, click on “Deposit/Withdrawal Crypto” to check your cryptocurrency withdrawal history.

Security

Virtuse cold stores customer’s cryptocurrencies in multisig collaborative custody wallets. This procedure provides greater security of your assets.

Membership

Virtuse Wealth membership enrollment is handled on the Virtuse website. Head to virtuse.com to sign up.

To cancel your Virtuse Wealth membership, please contact support. Virtuse will cancel your membership for no charge if you contact us within your trial period. Memberships that have already been charged for are unfortunately non-refundable. However, you will continue to have access to the membership benefits for the duration of the current membership period.

Unfortunately, Virtuse doesn’t offer refunds for canceled memberships once the free trial has ended. Memberships that have already been charged for are non-refundable. However, you will continue to have access to the membership benefits for the current membership period’s duration.

Fees

Exchange Fees:

Exchange fees are linked to your membership tier. 

Virtuse Basic members: 0.5% of Bitcoin purchases or sales. 

Virtuse Wealth members: 0% of Bitcoin purchases or sales.

 

Direct Debit Fees:

Additionally, if direct debit is used to fund purchases or deposits it attracts a $0.25 provider fee per transaction. You can avoid this fee by purchasing Bitcoin or funding your EUR account via electronic funds transfer. To utilized SEPA simply send funds to Virtuse from your bank account using the unique transaction descriptions provided in the SEPA purchase menu. This can be accessed by tapping ‘Buy’ on the dashboard, and tapping SEPA Purchase’

 

Withdrawal Fees:

EUR withdrawals are free

Bitcoin withdrawals incur a flat 0.0003BTC (30,000 sats) transaction fee.

Couldn’t find what you’re looking for?

Our customer support team is available for help.

 

CONTACT SUPPORT

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