Here at Coinhako, we love the enthusiasm of our users and are really glad that cryptocurrencies are gaining more popularity. The tremendous growth of the technology – these few months – has led to an influx of new account registrations and users on our platform. We are very thankful for all the support we have been getting and are very excited to be of service to all our new users.
The high levels of traffic have, unfortunately, degraded the customer support experience for many of our users. The daily traffic for support tickets and account openings are exceptionally high at the moment, resulting in delayed responses for many of our users.
If you have been experiencing any delayed responses to your request(s), we sincerely apologize for any inconvenience caused.
Debunking the rumors
We also realized that such delays in responses have given rise to false assumptions about our platform and we wish to debunk them.
1. Coinhako is closing
No, we are still operational.
Due to the rapid growth in demand of the industry, exchanges across the world are faced with operational issues which have affected them in various ways. We have halted certain features in order to work on improving our system. These stoppages, while highly inconvenient, are necessary for us to provide our users with the best possible services going forward.
2. Coinhako does not care about my issues and just wants my money
We love the enthusiasm of our customers and the Cryptocurrency community. As mentioned, our customer support traffic is at unprecedented levels at the moment and we are aware that it has affected our response time for a lot of customers.
Please be assured that our support staff is working as quickly as possible to provide our users with the best possible solution. It is never our intention for any of our users to experience a delay in their transaction and we are looking to further improve our processes to smoothen all transactions.
Meanwhile, please do not forget to visit our Information Centre where you can able read up on issues such as:
- Inter-bank Deposit Processing Times
- Inter-bank Withdrawal Processing Times
- Xfers Deposit & Withdrawal Processing Times
What is Coinhako going to do?
We are taking extra steps to improve our system and enhance your service experience with Coinhako.
1. Temporary Suspension of New User Registration
As we are upgrading our platform and services, we will be stopping all New User Registrations. New users – for both Singaporeans and Malaysians – will not be able to sign-up with Coinhako after 11th January 2018 until further notice.
If you had opened an account before 11th January 2018 or before the stoppage on this day, do not worry. We will be looking to clear our backlog of verification requests during this stoppage and will process your verification details as soon as possible.
**Users that have already signed up and been verified will still be able to use all our active services as per normal.
2. MYR Deposit stoppages
We are very pleased that Coinhako has been a favorite in Malaysia for Cryptocurrencies, and are very thankful for all the support we have been receiving.
As we seek to smoothen the flow of deposits for our MYR users, we will be stopping all deposits after 11.59pm on 11th January 2018 until further notice.
Things to note:
- If you had deposited MYR money before 11.59pm on 11th January 2018, your deposit will still be processed during the next business days.
- You still be able to withdraw MYR, buy, sell, send & receive Cryptocurrencies as per usual.
Help us help you
We strongly believe in working closely with our users to build a more conducive environment for the Cryptocurrency industry going forward. Here are some tips you can consider when sending a support request, to help us improve our user experience for you:
- We kindly ask that you refrain from submitting additional tickets for the same matter and ticket. This floods our inbox and further impairs our ability to provide you with the most effective of solutions.
- Please read all the messages, disclaimers and steps to follow, in detail, before using any of our services. These can be found in various parts of our platform and is meant to provide you with a more efficient service experience.
Please remain patient and we will get back to you.
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Please note that this post is purely informational, not meant to influence any investment decisions or promote any products. Should you have any further enquiries please do not hesitate contact our support team at firstname.lastname@example.org
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