Welcome to our Frequently Asked Questions! Here you’ll find answers to the most common questions our team gets and some great tips for how to best use the Gemini exchange. Take a look and see what you can learn!
How do I change my phone number?
If you would like to update the phone number associated with your Gemini account, please submit a request to email@example.com so our Customer Support team can assist you.
How do I change my address?
If you would like to update the address associated with your Gemini account, please submit a request to firstname.lastname@example.org so our Customer Support team can assist you.
How do I close my account?
You can close the account from either your mobile browser or web, however, this is currently not offered on the Gemini app.
First, you will need to have your account balance at $0. If you have any pending ACH transfers you will need to wait for those to clear after 5 business days to initiate a withdrawal, which you can do here: Transfer Page.
Once you have received your funds, please navigate to the Profile Setting's Page and follow the below steps:
- Click on the hyperlink labeled "Close your Gemini account" at the bottom of the page under ACCOUNT CLOSURE.
- To complete the account closure type in all caps "CLOSE"
If you would ever like to reopen your account, please email us back with the request and we can provide the steps to getting you trading again!
Please reach out to our support team here if you are having any trouble closing your account.
How do I view my trading history?
To view your trading history please login to your Gemini account and click here to view your transaction history.
Digital Asset Transfers
How do I withdraw digital assets from my Gemini account?
If you'd like to transfer your digital assets to an external wallet or exchange, please navigate to the Withdrawal Page Here and follow the steps below:
- Select the currency from the dropdown
- Select the destination address (this is provided by your external wallet or exchange)
- Input the amount
- After reviewing transfer details, select Request Withdrawal
- If you are using the Authy app for Two-Factor Authentication (2FA), the withdrawal can only proceed if you approve the transaction on your Authy app within 4 minutes of requesting the withdrawal.
- If you receive Two-Factor Authentication codes via SMS, you will receive a text message with your 2FA code to approve the transaction.
Why am I unable to withdraw my digital assets?
Your digital asset withdrawals may be temporarily restricted for a few different reasons:
- Sign-In From a New Device
- Pending Bank Transfer (4-5 business day hold)
- Pending Debit Card Transfer (1-3 day hold)
- Returned Bank Transfer
For more information please see our Help Article: Why am I unable to withdraw my digital assets?
Where is my digital asset withdrawal?
Transfers over a digital asset blockchain network require nodes that verify and broadcast transactions, and miners that group transactions into blocks. When your transaction is first broadcasted, it lives in a mempool before being mined. In a distributed system, it may take a few moments for the changes to propagate so that your transaction shows up everywhere. Because of fluctuations in each network’s traffic it can be difficult to predict how long a transaction will take to be confirmed.
For more information please see our Help article: Why is there a delay in my digital asset transfer?
Can I use a debit card to purchase digital assets?
Yes you can! You can add a debit card by going to settings on your account, then funding sources methods. From there, please provide the name and billing address for your card, these must match the account holder.
After this, you will need to verify your card. You will see three small micro-deposits on your bank statement. These charges will be between $0.99 and $1.99 in value (or an equivalent in your local currency). To verify your card, we’ll ask that you please confirm the amount that was charged to you. Once verified, the charges will be reversed.
For more information on debit cards please see our Help Article: Can I Use A Debit Card To Make A Purchase On The Gemini Exchange?
How do I fund my Gemini account?
You can fund your Gemini account with fiat such as USD (and more) or digital assets.
For more information on how to fund your Gemini account, please see our Help Article: How do I fund my Gemini Account?
When will my wire transfer clear?
Wire deposits timelines can vary depending on the location and internal policies of your bank as well as the time of day the wire was submitted.
For more information on ACH transfers, please see our Help Article: When will my wire transfer clear?
Why do I need to submit a wire to verify my bank account?
Wire deposits allow us to verify that a bank account is held in the name of the sending user or institution and that the registered account details are correct.
For more information on how to add your bank and submit a wire transfer please see our Help Articles: How do I send a Wire Transfer?
Why can't I withdraw my funds?
Bank Transfers (ACH) typically clear in 4-5 business days. During this time there will be withdrawal hold on your account.
For more information on ACH transfers, please see our Help Article: When will my Bank Transfer (ACH) deposit fully clear?
I finished registration, when will I be verified?
Verification should take no longer than 24 hours once the requested documentation is uploaded. Please note, documentation must be up to date (not expired) and clearly visible (not blurry and shows all 4 corners) for our team to review.
For more information on Verification please see our Help Article: How long does it take to get verified?
What documents are required for your verification?
Proof of identity — your valid state-issued ID, driver’s license, passport or passport card.
Proof of identity — your passport from your country of citizenship; national ID and/or driver’s license from your country of residence as registered with Gemini.
For more information on Verification please see our Help Article: What documents are required for your verification?
Security and Privacy
What do I do if my account has been compromised?
If you feel like your Gemini account may have been compromised or hacked, please submit a request to email@example.com as soon as possible so our Customer Support team can assist you.
We also recommend changing your password by visiting your Gemini account Security Settings: Then, click on “Security Options” and click on “Change Password”
How do I get ActiveTrader™?
Gemini ActiveTrader™ is a trading interface that offers advanced charting,
additional trading pairs, order types, and deeper order book visibility.
For more information on ActiveTrader™ please see our What is Gemini ActiveTrader™ Help Article: What is Gemini ActiveTrader™?
How do I Buy and Sell?
If you would like to buy or sell on either the Web interface or Gemini app, please see our Help Article: How do I Buy and Sell on the Web interface and App?