Frequently Asked Questions about Crypto12
How can we help you?
Account Opening and Verification
Everything you need to know about registration, identification and Crypto12 account approval.
How do I open a Crypto12 account?
You can open a Crypto12 account by registering through the mobile app or by selecting the “Register” option on the Crypto12 website. During registration, you schedule an appointment for mandatory identity verification.
Which documents and information are required for account verification?
To verify a Crypto12 account, individuals need a valid identification document (ID card or passport), and depending on their residency status, proof of address may also be required. Legal entities can obtain all necessary information by email at [email protected].
What does the identity verification process look like?
Identity verification is completed in person at the Crypto12 office in Brankov Business Center. Our team reviews the documentation and guides you through the entire process in accordance with customer identification and anti-money laundering regulations. Online identity verification will also be available soon.
How long does it take to open and approve a Crypto12 account?
Crypto12 account approval usually takes one business day after identity verification has been completed and all required documentation has been submitted. The user is notified once the account has been approved.
Can foreign nationals open a Crypto12 account?
Yes, foreign nationals can also open a Crypto12 account.
Need help opening your account?
Contact us or schedule a verification appointment.
Buying and Selling Cryptocurrencies
Learn how buying, selling and exchanging cryptocurrencies works through the Crypto12 app.
How do I buy cryptocurrencies through the Crypto12 app?
In the Crypto12 app, select the cryptocurrency, enter the amount you want to purchase and confirm the transaction. Before making a purchase, you need to verify your account and deposit funds.
How do I sell cryptocurrencies through the Crypto12 app?
In the Crypto12 app, select the cryptocurrency and the amount you want to sell, review the offer and confirm the sale. Your account must be verified before you can sell cryptocurrencies.
Which cryptocurrencies can I buy and sell on the Crypto12 platform?
The Crypto12 app currently supports BTC, ETH, USDT, USDC, XRP, SOL, ADA, DOGE, LTC, AVAX, LINK, DOT, POL, XLM, TRX, TON and PAXG. The list of supported cryptocurrencies continues to expand, so always check the app for the latest available assets.
Can I directly exchange one cryptocurrency for another?
Yes, you can directly exchange supported cryptocurrencies in the Crypto12 app. Exchange availability depends on the currently available crypto pairs, and the applicable terms are displayed before you confirm the transaction.
Can I buy and sell cryptocurrencies without any previous experience?
Yes, the Crypto12 app is designed for users who are buying or selling cryptocurrencies for the first time as well. The interface is simple, and customer support can guide you through the entire process.
Deposits, Withdrawals and Crypto Transfers
Practical information about depositing funds, withdrawing money to a bank account and transferring digital assets.
How do I deposit Serbian dinars or euros into my Crypto12 account?
Funds can be deposited into Crypto12 exclusively via bank transfer, according to the provided payment instructions. Residents deposit Serbian dinars, while the currency available to non-residents depends on whether their bank account is held in Serbia or abroad.
How do I withdraw funds from my Crypto12 account to my bank account?
Funds from a Crypto12 account can only be withdrawn to a bank account held in the client’s name. The withdrawal currency depends on whether the bank account is held in Serbia or abroad.
Can I send cryptocurrencies from an external wallet to Crypto12?
Yes, you can send supported cryptocurrencies from an external wallet to Crypto12. Before sending, always check the cryptocurrency, blockchain network and receiving address, as an incorrectly sent transaction cannot be reversed.
Can I transfer cryptocurrencies from my Crypto12 account to an external wallet?
Yes, you can transfer supported cryptocurrencies from your Crypto12 account to a compatible external wallet. Check the address and blockchain network before confirming the transfer.
How long do deposits, withdrawals and cryptocurrency transfers take?
Processing time depends on the type of transaction, the banking system and the blockchain network. Bank deposits and withdrawals depend on bank processing times, while the speed of crypto transfers depends on the selected network.
Fees and Limits
Learn how fees are calculated and which minimum amounts or limits may apply.
What is the Crypto12 fee for buying and selling cryptocurrencies?
During the current promotion, the Crypto12 fee for individual clients is 0.95% for transactions made through the app, up to a total monthly turnover of EUR 10,000. The number of transactions is unlimited, while each individual transaction must be below EUR 10,000. Once the monthly amount is reached, the fee is applied in accordance with the current fee schedule. Individual terms are available through the OTC team for transactions of EUR 10,000 or more.
Does Crypto12 have hidden costs, spreads or additional fees?
No, Crypto12 has no hidden costs, currency spreads or undisclosed fees. A separate network fee may apply when sending cryptocurrencies, and this fee belongs to the blockchain network.
Is there a minimum amount for depositing funds?
There is no minimum amount for depositing fiat funds into the Crypto12 app. Users can deposit an amount of their choice from their bank account.
What is the minimum amount for buying cryptocurrency?
The minimum purchase amount depends on the selected cryptocurrency and is displayed in the Crypto12 app.
Are there daily or monthly limits for deposits, withdrawals and trading?
No, there are no daily or monthly limits and no limit on the number of transactions. For individual clients, the only restriction is that each transaction made through the Crypto12 app must be below EUR 10,000.
App and Support
Information about downloading the app, accessing your account and contacting the Crypto12 team.
Where can I download the Crypto12 app?
You can download the Crypto12 app free of charge from Google Play and the App Store. The app is available for Android and iOS devices.
How do I log in to the app if I have forgotten my password?
You can set a new password by selecting the password recovery option on the login screen. Follow the instructions sent to the email address linked to your account. If you no longer have access to that address, contact Crypto12 support.
In which languages is Crypto12 customer support available?
Crypto12 customer support is available in Serbian, English and Russian. You can receive support in the language that suits you best.
Can I get help with registration and my first transaction?
Yes, Crypto12 provides personalized support from registration and account verification through to your first transaction. Our team guides users through the necessary steps and provides assistance whenever something is unclear.
WE’RE HERE FOR YOU
At every step in the world of cryptocurrencies, our team is here to help.
Security, Licenses and Regulation
Learn who regulates Crypto12 and how users’ funds are protected.
Is Crypto12 a regulated cryptocurrency exchange?
Yes, Crypto12 is a regulated cryptocurrency exchange operated by Vescon d.o.o., a licensed digital asset service provider. Vescon d.o.o. holds licenses issued by the National Bank of Serbia and the Securities Commission.
Which licenses does Crypto12 hold and where can I verify them?
Vescon d.o.o. holds licenses issued by the National Bank of Serbia for services related to virtual currencies and by the Securities Commission for services related to digital tokens. You can verify the licenses in the official National Bank of Serbia register and the Securities Commission register.
Is buying and selling cryptocurrencies legal in Serbia, and why is it important to use a licensed provider?
Yes, cryptocurrency buying, selling and exchange services are legal in Serbia and regulated by the Law on Digital Assets. A licensed provider operates within the domestic regulatory framework and under the supervision of the relevant authorities.
How are users’ funds protected on the Crypto12 platform?
Crypto12 users’ funds are segregated from the funds of Vescon d.o.o. Crypto12 first purchases digital assets using its own funds and only then charges the user for the transaction.
What is the difference between Crypto12 and foreign crypto platforms available to users in Serbia?
The key difference is regulatory status: Crypto12 is a locally regulated cryptocurrency exchange licensed by the National Bank of Serbia and the Securities Commission, while no foreign digital asset service provider holds a Serbian license. The fact that a foreign crypto platform is accessible to users in Serbia does not mean that it operates under a license issued by Serbian regulatory authorities.