Kucoin Can’t Sell

Are you a buyer or seller on Kucoin, the popular cryptocurrency exchange platform? Have you encountered any issues with completing transactions or receiving payments? We understand how frustrating this can be. In this article, we will address some common problems faced by users on Kucoin and provide helpful solutions to ensure smooth transactions.

Q1: What happens if I click “I have transferred money, notify seller” before completing the payment?

A1: It is important to be careful not to click “I have transferred” without actually completing the payment. This behavior is considered a malicious payment and may result in limitations on your account. If you accidentally click this button without making the payment, we recommend communicating with the merchant through the IM live chat on the order details page. Failure to do so may lead to the merchant applying for cancellation of the order. Remember, always make payments using your own real-name account and select a payment method that arrives in real-time to avoid any inconveniences.

Q2: What should I do if the seller does not provide a valid receiving account?

A2: Sometimes, sellers may provide incorrect or invalid payment information, such as an incomplete bank card number or garbled text. If you encounter this issue, there are a few steps you can take. Firstly, contact the seller through the Instant Message (IM) function on the platform and ask them to re-provide the correct information. If you cannot reach the seller or the order cannot be completed, take a screenshot of the page showing the abnormal payment method and initiate an appeal. Your feedback during this time will be invaluable in improving the quality of the platform’s advertising. If the order has been canceled due to a timeout, you can simply place a new order from the ad list.

Q3: What should I do if I forget to indicate the purpose of the payment or inform the seller after making the transfer?

A3: When purchasing coins, it is essential to return to the order page and click the “Transferred” button after completing the payment on the third-party platform. Failure to do so will result in the system not recognizing the completion of the transfer and the seller not being prompted to release the coins. In this situation, you can try the following solutions:

  1. Negotiate with the seller through the online chat window to re-initiate an order of the same amount. Provide the payment voucher to the seller and explain the situation. You can then ask the seller for a refund.
  2. Communicate with the seller and request a direct transfer of the purchased assets to your Kucoin account. Provide your bound email/mobile phone number/UID to the seller and wait for the cryptocurrency assets to be delivered.
  3. If you are unable to contact the seller or the negotiation is fruitless, you can initiate an appeal by clicking the “Need Help” button. The Kucoin customer service staff will assist in contacting the seller for negotiation. However, please note that there is no guarantee of fund recovery. If the seller does not respond or cooperate, you can report the case to law enforcement.

Q4: What should I do if the buyer clicks “I have transferred money, notify seller” without making the payment?

A4: As a seller, it can be frustrating when a buyer indicates that they have transferred the money without actually completing the payment. In such cases, it is important to first check if the payment has been received in your bank or wallet account. Sometimes, certain payment methods may take 1-3 days to be processed. If you are unable to reach the buyer or they cannot complete the payment, you can ask them to cancel the order. If all else fails, you can submit an appeal by following the steps provided on the My Orders page. The Kucoin customer service team will review your situation and assist in resolving the issue.

Q5: What if I overpay or underpay for my order?

A5: In the P2P coin buying area, if you overpay or underpay for an order, you can try the following steps to rectify the situation:

  1. Overpayment:
    • If the order is incomplete and you realize you have overpaid, contact the other party through the IM chat system to arrange a refund.
    • If the order is completed and you have overpaid, click the “Have questions about the order” button and describe the problem, providing screenshots of the payment process. The Kucoin customer service team will intervene and assist in resolving the issue.
  2. Underpayment:
    • If you realize that you have underpaid after clicking “I have transferred, notify seller,” contact the seller through the IM system to negotiate making up the payment.
    • If the seller refuses to make up the payment, contact them for a refund. Once the payment has been verified, cancel the order and place a new one. If you are unable to contact the seller, click the “Have questions about the order” button to submit feedback, and the Kucoin customer service team will assist you.

Q6: What should I do if I have completed the payment but the seller has not sent the coins?

A6: It can be frustrating when a seller fails to deliver the cryptocurrency after you have made the payment. Here are some steps you can take:

  1. Make sure you have paid to the correct account.
  2. Contact the seller through the chat function or request more proof of payment.
  3. Be patient as the cryptocurrency corresponding to the order is locked by the platform.
  4. If the payment method is not instant, wait for 1 to 3 business days for the transfer to be processed.
    If you are unable to reach the seller or the negotiation is unsuccessful, you can file a complaint. Click the “Need Help” button and select “Seller failed to deliver the digital currency.” Follow the instructions to upload proof of payment for the Kucoin customer service team to review and process.

Q7: What should I do if I accidentally release the cryptocurrency without receiving the payment?

A7: Releasing coins to buyers without receiving the payment is a serious matter. Please communicate with the buyer through the online chat window to confirm their payment information. If the buyer has not paid, ask them to make the payment promptly. If you cannot contact the buyer or the negotiation is fruitless, you can file an appeal by clicking the “Need Help” button on the order details page. The Kucoin customer service team will assist in resolving the issue. If the buyer does not respond or cooperate, the seller can report the case to law enforcement.

Q8: How can I check the status of my appeal?

A8: If there are any updates regarding your appeal, we will notify you through your registered email, website message, or app push notification. You can also check the status of your appeal in the Appeal Progress/Appeal History section on the order details page.

Q9: Can I cancel an appeal?

A9: You can cancel an appeal at any time on the order details page. However, we recommend prioritizing negotiation with the counterparty before resorting to an appeal. If the negotiation is unsuccessful and the order flows to the customer service for follow-up, the Kucoin customer service team will investigate and deal with the issue based on the evidence submitted by both parties. If you are the respondent, you cannot cancel the appeal on your own initiative.

Q10: How long does it take for the customer service team to process my appeal?

A10: The Kucoin customer service team strives to handle appeals promptly and carefully. It may take up to 12 hours for the customer support team to respond to your appeal. Providing relevant data, such as proof of payment, will expedite the resolution of your issue. The final resolution of the complaint depends on the response and cooperation of both the buyer and the seller. Stay updated on the progress of your appeal and ensure that your email address and mobile phone number associated with the Kucoin platform are accessible.

We hope this guide has addressed some of the common issues faced by buyers and sellers on Kucoin and provided you with helpful solutions. Remember to communicate effectively, exercise caution, and follow the platform’s guidelines for seamless transactions. Happy trading on Kucoin!