Support time: Monday to Friday (8 am to 6 pm UTC).
Support languages: English and German.
For general account imbalances or warnings in the tax report please read all steps listed here first: READ FIRST: General account imbalances
If you have executed all steps above and you still can’t find the reason for an imbalance or tax warning, please contact us with a specific request, quoting coin, exchange, date etc.
Screenshots are always helpful!
Please note that we cannot give tax advice. Please contact a tax advisor if you have such questions.
A list of tax advisors who work with CoinTracking can be found here: CoinTracking CPA List
If you need professional support for your account, the experts of the CoinTracking Full-Service
team will be happy to help you.
CoinTracking Full-Service will not only import your data but also take care of complex issues such as margin trades, DeFi, ICOs, airdrops, lost/stolen coins, crypto lending, missing transactions or imports, as well as validating your transactions and tax data.
Thank you for your cooperation.
Wrong or Negative Coin Values
Find here a detailed explanation: Wrong or Negative Coin Values
Resolve discrepancies with the account balance
A general introduction to the most common causes for wrong balances and instructions to resolve them with an overall check of your account can be found here: How to validate my account?
Resolve warnings in the tax reports
My coin balances are incorrect on the Gains report and don't match the other reports
Which fees are and are not included in the fee report section of the tax report?
I do not want Airdrops listed with a value in the tax report (and/or have Capital Gains calculated from its sale)
By default, the system will detect the cost basis for all Income-type transactions including Airdrops, Staking, Bonuses, and Gift etc. But if you do not want to have the cost basis for some your income coins displayed in the income report, you can set them to a zero-cost basis using the filter. See part 2 of: Possibilities to tax a forked or donated coin
If in addition you do not want capital gains calculated from some or any income coins, you can deactivate those gains in the advanced settings of the tax report under the section called Income Coins - Gain calculation and/or income report assignment for income coins.
My coin has the wrong price
A coin was imported but it does not have any value
Recent Binance data is not imported
I received the notification that new transactions have been imported – how can I find them?
Please go to the Trade List page and open it to full view (button under the header). Then you will see a column Add Date, which you can sort by using the up and down arrow. You can also filter the page by exchange with the search field.
My exchange is not listed. How do I import the data manually?
You may need to add/import your transaction manually or you can try to generate a file. Please make sure it has the correct format. See: Excel/CSV Import Issues
Or you can try the Custom Exchange Import. See: Custom Exchange Import
Where do I find the invoice for my subscription?
Please log in into your CoinTracking account and navigate to the billing page: Invoices
Does the transaction limit reset every year/month?
The transaction limit in your account is not monthly or annual, it refers to the total transactions in your account. For a correct tax report every transaction, also from the past, must be documented and remain in the account. See: Is the trade limit total or per year?
If want to upgrade to a different plan, do I have to pay the full price?
When you upgrade your subscription, the remaining days will be credited as a discount to the new membership price.
I have lost my password / my 2FA device