Support Center

As a company registered in Bulgaria, we are required by national and EU Anti-Money Laundering (AML) laws to verify the identity of our customers. This KYC (Know Your Customer) process helps prevent fraud and illicit activities, creating a safer platform for everyone. Customer verification in accordance with the applicable regulatory framework is performed in connection with the provision of all crypto-asset services.

Our verification is a two-step process:
Level 1: You submit your basic personal information (full name, date of birth, address).
Level 2: You complete a secure identity verification process with our partner, AMLBot/Sumsub, which includes submitting a government-issued ID and a real-time biometric "liveness" check.

After you submit your Level 2 documents, the review is automated and typically takes between 5 to 10 minutes. You will receive a notification and see the updated status in your dashboard once the review is complete.

If your verification is rejected, a reason will be provided in your "Verification" dashboard (e.g., "blurry document," "unreadable ID"). You will be able to restart the submission process. If the issue persists, please contact our support team.

The most critical step is to enable Two-Factor Authentication (2FA) in your "Security" dashboard immediately. This requires a code from an authenticator app on your phone for all logins and critical actions, providing a powerful layer of protection against unauthorized access.

For your protection, any sensitive security change to your account—such as resetting your password or disabling 2FA—will automatically trigger a 24-hour lock on all crypto and fiat withdrawals. This gives you time to react if a malicious actor gains access to your account.

You can manage your crypto withdrawal addresses in the "Security" section. Adding a new address requires 2FA confirmation, and we will send a verification link to your email. You must click this link to confirm the address before it can be used for withdrawals.

In your dashboard, navigate to "Deposit Fiat." You will see our company bank details and a unique Reference Code specific to your account. You **must** include this code in the payment details of your bank transfer. Deposits must come from a bank account held in your own name.

Forgetting the unique Reference Code will cause significant delays in crediting your account, as our team will need to manually identify and verify the deposit. In some cases, the funds may be returned to the originating bank account.

First, add your bank account IBAN in the "Withdraw Fiat" section of your dashboard. Once added, you can select the account, specify the amount, and submit a withdrawal request, which will require 2FA confirmation. Our team will then process the bank transfer.

First, double-check that you sent the correct asset to the correct address. Second, use a public blockchain explorer to check the status of your transaction ID (TxID). Deposits require a certain number of network confirmations before they are credited. If the transaction is confirmed on the blockchain but not in your GO28 wallet after a reasonable time, please open a support ticket with the transaction details.

We pride ourselves on transparency. GO28 offers a simple, flat 2% commission on all buy and sell trades conducted on the platform.

We do not charge fees for crypto deposits. Crypto withdrawals incur a standard network fee. Fiat deposits via bank transfer are free. Fiat withdrawals have a small, fixed fee to cover bank processing costs, which is displayed before you confirm the transaction.

Yes. We provide a secure API for programmatic access. You can create and manage your API keys in the "API Keys" section of your dashboard. Access requires 2FA to be enabled on your account, and all requests must be signed using HMAC authentication for security.