Question 1

How do I open an account?

Accepted Answer

Register with your email and a password that meets our security requirements. You then complete identity verification (KYC) before any case or balance activity can begin.

Question 2

What documents do I need for verification?

Accepted Answer

A government-issued photo ID, proof of address dated within the last three months, and basic details about your income and source of funds.

Question 3

How long does verification take?

Accepted Answer

Most submissions are reviewed within one business day. You will see the status update on your dashboard as soon as a compliance officer completes the review.

Question 4

How do I report a crypto loss?

Accepted Answer

Open 'Report a crypto loss' from your dashboard, describe what happened, add the amount and currency, and attach any transaction hashes, wallet addresses or screenshots you have.

Question 5

How long does an investigation take?

Accepted Answer

It depends on how many chains and counterparties are involved. Your case page shows a live progress indicator with the expected completion window set by your case handler.

Question 6

Can you guarantee my funds will be recovered?

Accepted Answer

No. Nobody can. We report what the blockchain shows and build evidence that exchanges and law enforcement can act on. Outcomes depend on where the funds ended up and who cooperates.

Question 7

Who can see my case?

Accepted Answer

Only you and the staff assigned to your account. Access is enforced at the database level and every staff action is written to an audit log.

Question 8

How do I fund my account?

Accepted Answer

You can request a deposit address for BTC, ETH or USDC, or submit a card deposit for review. Card deposits are reviewed by staff before any balance is credited.

Question 9

Why can I only generate one address per asset?

Accepted Answer

Each client is assigned one dedicated address per supported asset. This keeps attribution clean and makes the audit trail unambiguous.

Question 10

Can I swap between assets?

Accepted Answer

Yes. From the Assets page you can swap any asset with a positive balance into another supported asset at the live market rate.

Question 11

How do withdrawals work?

Accepted Answer

Choose the asset, enter the amount in your preferred currency, and pick a bank account or crypto exchange destination. You cannot withdraw more than your available balance. Staff approve, hold or reject each request, and any note they add appears in your transaction history.

Question 12

What happens if a withdrawal is rejected?

Accepted Answer

The amount is returned to your available balance automatically, and the reason is shown alongside the transaction.

Question 13

Are prices on my dashboard live?

Accepted Answer

Yes. Asset values are refreshed from live market data. If a refresh fails, the last known price is shown so figures never appear blank.

Question 14

How is my account protected?

Accepted Answer

Passwords are stored hashed and never visible to staff, staff logins require two-factor authentication, and all access to client data is logged.

Question 15

How do I contact support?

Accepted Answer

Use the in-app live chat, email support@siafundy.com, or visit our contact page for our Manchester office details and opening hours.

Frequently asked questions

Getting started

Investigations

Deposits, assets and withdrawals

Security and support

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