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Customer Service

What coins can I mine with each algorithm? Browse our customer service directory and receive answers to the most common questions.

Customer Service

How do I unlock my account?
For your own security we only allow the unlocking of an account through a personal dialog. Please contact our customer service team directly and we will help you to solve the issue.
I forgot my 2fa code, what can I do?
For your own security we only allow the deactivation of the 2fa code through a personal dialog. Please contact our customer service team directly and we will help you to solve the issue.
How can I change my email address?
For your own security we only allow address modifications after following an identification procedure. Please contact our customer service team directly for further information.
How can I erase my account?
Please contact our customer care directly.
Why don't I receive payouts?
This may happen for a number of reasons. Please select one of the options below.
I have bought my contract in the past 48hours.

You will get your first payout once you have been mining for 24 hours and the first order has been processed. Therefore, please allow up to 48 hours to receive your first payout. After that you will get your payouts daily.

Exception: If you have bought a mining contract during presales, you will have a “pre-order” initially. Therefore, the mining process will start at the given launch date. This will be clearly communicated in advance.

I have paid my contract with Credit/Debit card during the last month

Since the hashpower contract was purchased with a Credit/Debit Card, the mining returns are held for 30+2 days before they are sent out to wallets. This is because of fraud and security reasons. After the end of this period mining returns will be sent daily. The first payout will show up after a maximum of 48 hours.

You can find your pending balance by going to My Orders under “My pending balance Payout History”.

During this time there will be no activity in the graphs.

Why my allocation is switching back to BTC (SHA256)?
The allocation is only reverting in appearance. Each time you click on Mining allocation, you will be sent to the Sha256 by default. Thus, to see the allocation for X11, Zcash, Ethash or Scrypt, please click on X11, Zcash, Ethash or Scrypt at the top of the page. You will be shown the correct allocation.
How does my allocation work? What dose AUTO mean?

Every algorithm can mine only certain cryptocoins directly:

  • Sha256 mines BTC and ZET
  • X11 mines Start and DASH
  • Ethereum mines ETH
  • Scrypt mines LTC and DOGEM
  • The other coins are marked with AUTO and they are not mined directly. In other words, payouts will be traded automatically from the mined coins to the AUTO ones at the exchange rate of the day.

    How can I change my email address?
    For your own security we only allow address modifications after following an identification procedure. Please contact our customer service team directly for further information.
    What does "Open-Ended" contract mean?

    The specific duration of an Open-Ended contract is variable and determined by three factors: The mining difficulty, the Bitcoin vs USD exchange rates and the maintenance fee (This includes all electricity, cooling, development and servicing costs). We cannot control the first two factors which are unpredictable, but we do always deploy the latest mining technology, and do our best to keep it running at their maximum capability for you.

    In the event of a contract becoming unprofitable (i.e. the payout can’t cover the maintenance fee), the resulting daily payout will be zero. After that, the contract will continue to mine for 60 days. This means that we will take care of the maintenance fee in the hope that your contract becomes profitable again. This may happen if the mining network difficulty decreases and/or Bitcoin price increases. If the contract does not return to profitability in this period it will be terminated because the mining machines are consuming resources (electricity, cooling, hosting, servicing, etc.) which cannot be paid with their generated payouts.

    You will receive a notification if your contract is affected.

    What is the maintenance fee?
    Only our SHA256 product has a maintenance fee (see contract for further details). The rest of products have no maintenance fee, but have a set limited duration instead.
    Why do I have less hashpower now?
    This is probably due to some of your contracts getting unprofitable. This means that the payouts are not covering the maintenance fee of your associated machines any longer, and thus your contracts have been terminated.
    Why I was charged Cash advance?
    In some rare cases, some issuing banks may charge additional fees from customers who purchase Bitcoin or Cloud Mining services using Credit Card via. They call it Cash Advance. Please contact your bank beforehand for further information, and provide them with the Simplex service Code: Merchant Category Code (MCC): 6051.