FAQ

Getting started with trading on Zione is simple:

1. Register & verify — sign up at zione.com and complete KYC. The procedure requires submitting the applicant data and completing the Ondato verification.
2. Fund your account — deposit your preferred fiat or cryptocurrency via bank wire or crypto (BTC, ETH, etc.).
3. Access the trading interface — navigate to “Trade” in the top menu once logged in.
4. Place your order — enter the amount → review fees → confirm.

Supported assets for exchange

Zione supports the conversion of the following digital assets and fiat currencies:

• Cryptocurrencies & stablecoins: Bitcoin (BTC), Ethereum (ETH), USD Coin (USDC), Stellar (XLM), Cardano (ADA).
• Fiat currencies: Euro (EUR), British Pound (GBP).

You can instantly exchange any supported cryptocurrency for fiat or vice versa directly in your wallet interface. For live asset availability and balances, please check the “Wallets → Crypto Balances” page.

On Zione, trading is handled through a simple Trade feature — no order books or market selection required.

1. Open the Trade widget — click “Trade” in your dashboard.
2. Select what you have & want — choose the currency you’re exchanging from (EUR, USD, or any supported crypto) and the currency you wish to receive.
3. Enter amount — input how much you want to swap; fees and the estimated receive amount appear instantly.
4. Submit your trade — click “Submit”; your order goes to our team for manual approval.
5. Receive funds — for the best experience, trades on Zione are executed automatically.

All your past trades and transactions are logged under the History section:

1. Trade history — navigate to “History” → “Trade History” to see your filled and partially filled trades.
2. Deposit & withdrawal history — for funds in and out, go to “History” → “Deposit History” or “Withdrawal History.”
3. Export — click the CSV or XLS button located in the middle of the History table to download your activity.

Tip: use the filters (date range, asset) on each History tab to narrow down specific transactions.

Here’s how to fund your account via a SEPA bank transfer.

Step-by-step instructions:

1. Log in to your Zione account.
2. Navigate to the Wallet or Deposit section.
3. Choose Fiat (EUR) as your deposit method.
4. You will be shown bank account details (IBAN, recipient name, reference code).
5. Initiate a SEPA transfer from your personal or company bank account.

Important: always include the provided reference/message when sending the payment.

For the best experience, deposits to Zione are credited automatically.

Notes: deposits from third-party accounts are not accepted — use an account in your name. Make sure your KYC verification is complete, or funds won’t be credited.

Zione supports BTC and altcoin deposits to your account.

To deposit crypto:

1. Log in to your Zione account.
2. Go to the Wallet or Deposit section.
3. Select the cryptocurrency you want to deposit.
4. Copy your unique deposit address.
5. Use your external wallet or exchange to send funds to that address.

Credit timing: deposits are automatically credited once confirmed on the blockchain — typically within minutes to a few hours, depending on network congestion.

Notes: sending unsupported tokens to a deposit address may result in irreversible loss. Some assets may require a Memo/Tag (e.g., XRP, XLM) — make sure to include it.

You can withdraw EUR via a SEPA transfer to your verified bank account.

How to initiate a bank withdrawal:

1. Log in to your Zione account.
2. Navigate to the Wallet or Withdraw section.
3. Select Fiat (EUR) and enter your IBAN, recipient name (must match your account name) and the withdrawal amount.
4. Confirm with your 2FA code.

Processing time: all fiat withdrawals require manual approval. If submitted Mon–Fri, 10:00–18:00 (GMT+3), they’re typically processed within 15–30 minutes and funds usually arrive the same business day. Requests after hours or on weekends are handled the next working day.

Withdraw crypto to your personal wallet anytime, with manual approval.

Withdrawal steps:

1. Go to the Wallet or Withdraw section.
2. Select the cryptocurrency you want to withdraw.
3. Enter the destination wallet address, a Memo/Tag (if applicable) and the amount.
4. Confirm using your 2FA code.

Processing time: all crypto withdrawals require manual approval. If submitted Mon–Fri, 10:00–18:00 (GMT+3), they’re typically processed within 15–30 minutes and funds usually arrive the same business day. Requests after hours or on weekends are handled the next working day.

Notes: double-check the wallet address before confirming — mistakes may be irreversible. Suspicious or high-value withdrawals may be delayed for compliance review.

Estimated withdrawal approval time

Estimated deposit crediting time

If you’re unable to access your Zione account, here are the most common issues and how to resolve them.

Common fixes:

1. Check your login credentials — ensure your email address and password are typed correctly. Passwords are case-sensitive, so check for typos.
2. Clear your browser cache — try logging in using an incognito window or a different browser.
3. Reset your password — if login still fails, click “Forgot Password?” on the login screen and follow the link sent to your registered email address.

Notes: if you recently changed your email, contact support to update your profile. Ensure you’re using the correct 2FA code from your authentication app.

If you’ve forgotten your password or can’t log in, follow these steps to reset it securely.

Steps to reset:

1. Go to the Zione login page.
2. Click on “Forgot Password?” below the login form.
3. Enter your registered email address.
4. Check your inbox and follow the link provided to set a new password.

Tips: if you don’t receive the email, check your spam/promotions folders, ensure your email was entered correctly, and contact support if the issue persists.

2FA is required to enhance your account’s security. You will be asked for a 2FA code:

• when confirming your registration email;
• every time you log in;
• when requesting a password reset;
• before making withdrawals or other sensitive financial operations.

We use TOTP (time-based one-time password) authentication via mobile apps. You may choose any authenticator app, such as Google Authenticator, Authy, Microsoft Authenticator, or 1Password.

Setting up 2FA:

1. Download a 2FA app on your phone.
2. When prompted on Zione (e.g., during sign-up), scan the QR code or enter the setup key manually.
3. The app will begin generating 6-digit codes you’ll use to log in and confirm actions.

If you’ve lost access to your 2FA device or app, you can request a reset.

Steps to reset 2FA:

1. On the login page, click “Reset 2FA”.
2. Enter your registered email address.
3. Briefly explain why you’re requesting the reset (e.g., “lost phone,” “new device”).
4. Support will review your request and approve it.

Note: for your protection, all 2FA reset requests are manually reviewed by our team.

Currently, Zione does not support backup email addresses or multiple 2FA methods.

What happens if I lose access?

• You must go through the Reset 2FA process.
• We strongly recommend backing up your 2FA key when setting up — most apps let you store recovery codes or export settings.

If you’re expecting an email from Zione but haven’t received it, this guide will help you troubleshoot the most common causes and solutions.

Common email types sent by Zione: registration confirmation; password reset link; login alerts and security notifications; 2FA setup or reset requests; deposit and withdrawal updates; verification (KYC/KYB) status messages.

1. Check your spam and promotions folders. Zione emails are sent from verified domains, but occasionally email providers (especially Gmail, Yahoo, Outlook) may mistakenly filter them. Search for “Zione” in your inbox and in folders like Spam, Promotions or Updates. If found, mark the email as “Not spam” to ensure future delivery.

2. Confirm the correct email was used. Make sure you’re checking the same address you used when signing up. If you accidentally mistyped your email during registration, contact support to correct it.

3. Add Zione to your email whitelist. To avoid filtering, add our sender domain to your trusted contacts — all system emails are sent from no-reply@zione.com (or a similar address). Add this to your email client’s safe-senders list.

4. Still not receiving? Contact support with your registered email address, the type of email you were expecting (e.g., password reset, withdrawal confirmation), and the approximate time you triggered the action. We’ll investigate our email delivery logs and resend if needed.

Blockchain is a distributed ledger technology that securely records transactions across a network of computers. Each block in the chain contains a group of transactions, cryptographically linked to the previous one — making the data immutable and tamper-resistant.

At Zione, we use blockchain networks like Bitcoin and Ethereum to process cryptocurrency deposits and withdrawals. This ensures transparency, traceability, and trust in how assets are moved on-chain.

Key points:

• Decentralized — no single authority controls it.
• Secure — cryptographic protection prevents tampering.
• Transparent — every transaction is publicly recorded.
• Used for — crypto deposits, withdrawals, and on-chain compliance reviews.

A cryptocurrency is a digital asset secured by cryptography and typically powered by blockchain technology. Unlike traditional currencies issued by governments, cryptocurrencies are decentralized and operate on open networks.

Zione supports a wide range of cryptocurrencies for trading and conversion, including Bitcoin (BTC), Ethereum (ETH), and other altcoins (based on availability).

You can:

• convert fiat (EUR or USD) to crypto and vice versa;
• use crypto in OTC deals or personal account wallets;
• rely on industry best practices for custody and security.

Note: cryptocurrency transfers are irreversible, so always double-check the wallet address before sending funds.

Zione aims to provide fast, personalized assistance — but response times can vary based on volume and case complexity.

Typical support response windows:

• Weekdays (Mon–Fri): 10:00–18:00 GMT+3.
• Average reply time: same day for standard queries.
• Complex or compliance-related cases: 1–3 business days.

Tips to speed up your support experience: use your registered email when contacting support; include relevant info (e.g., transaction ID, screenshot); for a 2FA reset or document review, be ready to verify your identity.

Verification is required for legal entities to access full functionality on the Zione platform, including trading, deposits, and withdrawals. We follow standard KYB (Know Your Business) processes, where all company files are uploaded directly into the platform interface, and Ondato is used solely for the identity and video verification of the responsible individuals.

Required documents & actions

To verify a corporate entity, please provide:

• Corporate documents (via Zione interface): Certificate of Incorporation (or equivalent), corporate KYC form, shareholder registry or UBO chart, and Articles of Association or bylaws.
• Personnel proof of address (via Zione interface): a utility bill or bank statement dated within 3 months for all Directors, Ultimate Beneficial Owners (UBOs), and authorized stakeholders.
• Personnel identity & video verification (via Ondato): a valid government-issued ID or passport, and a live video check for each required individual.

Verification process

1. Register your company account on zione.com.
2. Upload all corporate files and personnel address proofs directly into the platform interface.
3. Access the Ondato link from your interface to complete the ID scan and video verification for each responsible individual.

File specifications & timelines: upload all platform files in PDF or JPG format, with a maximum size of 5 MB per file. Our compliance team reviews submissions on an individual case basis and typically responds via email within 1–3 business days.

Verification is required to access full functionality on the Zione platform, including trading, deposits, and withdrawals. We follow standard KYC (Know Your Customer) processes, where your documents are uploaded directly into the platform interface, and Ondato is used strictly for identity and video verification.

Required documents & actions

To verify your personal account, you’ll need to provide:

• Proof of address (via Zione interface): a utility bill, bank statement, or government letter issued within the last 3 months, uploaded directly to your profile.
• Proof of identity & video verification (via Ondato): a valid passport, national ID card, or driver’s license, along with the completion of the live video check.

Verification steps

1. Register an account on zione.com.
2. Upload your proof of address directly into the platform interface.
3. Access the Ondato link from your personal interface to scan your identity document and complete the live video verification.

Once submitted, your identity document and biometrics are verified by Ondato, while the Zione compliance team reviews the uploaded documents. You’ll receive an email notification as soon as your verification is approved or if we need more information.

Common verification failures: blurry or cropped document scans (ensure full document edges are visible and all text is legible); expired proof of address (older than 3 months); name or address mismatches between the registration form and your documents; biometric failure during the live video check.

Note: if your account is rejected, you can reapply at any time with corrected or updated documents directly within your existing profile. There is no need to register a new account.

Ondato handles both individual and corporate KYC/KYB:

1. Start verification — click “Verify Account” in your Zione dashboard.
2. Follow in-app prompts — upload the documents (ID, proof of address, corporate documents depending on the type of your profile) and complete a biometric selfie check.
3. Wait for the results of the review — our compliance team reviews the verification attempts within 1–3 business days.
4. Receive confirmation — you’ll get an email notification when verification is approved or if more information is needed.

If the compliance officer requests additional documents, upload them promptly to avoid delays.

Most profile changes require manual support assistance:

1. Contact support — open a ticket via the Help Center or email support@zione.com.
2. Provide proof — include your registered email, the field you’d like changed, and supporting documents (e.g., proof of the new address).
3. Manual update — our team verifies the documents and applies the change, typically within 1–2 business days.

Note: you cannot update certain fields (e.g., email) directly in-app for security reasons.

We’re sorry to see you go. To close your Zione account:

1. Ensure a zero balance — withdraw all fiat and crypto.
2. Submit a closure request — contact support@zione.com with “Account Closure” in the subject line.
3. Confirm identity — provide a brief note confirming that you want to close your account, along with your registered email.
4. Final review — we’ll process your request and send a confirmation email, usually within 3 business days.

Once closed, your data will be archived in compliance with regulatory requirements, and you will need to re-verify if you return.