Account Protection Programme – Policy Overview
Key Note: This policy document should be read alongside the Terms of Use and applicable Crypto.com or exchange terms related to the Account Protection Programme (APP). In case of discrepancies, the official Terms and Conditions prevail.
This policy is issued by Foris DAX entities globally (including Foris DAX AU Pty Ltd, Foris DAX Asia Pte Ltd, etc.) for users who’ve completed mandatory KYC requirements. Policies may vary by region (see eligible countries).
What Is APP?
APP applies to users of the Crypto.com App and Crypto.com Exchange. If unauthorized transactions occur, Crypto.com evaluates eligibility case-by-case, offering protection up to USD 250,000.
Covered Events Under APP
- Unauthorized Crypto Withdrawals: Hackers/phishing attacks leading to digital asset transfers to third-party wallets.
- Unauthorized Fiat Withdrawals: Unapproved use of fiat funds to buy crypto or transfer to external bank accounts.
Exclusions from APP Coverage
- Scams: Voluntary transfers due to deception.
- User Errors: Mistakenly sending crypto to wrong addresses.
- In-Account Unauthorized Trades: Token conversions without external transfers.
- Terms Violations: Fraudulent activities or third-party access breaches.
Filing a Claim
Initiate an APP relief request by contacting support via "Contact Support" in the app.
Minimum Relief Requirements
To qualify, you must:
- Enable Multi-Factor Authentication (MFA) or passwords 21+ days before the incident.
- Activate anti-phishing codes on the Crypto.com App 21+ days prior.
- Use 24-hour withdrawal locks for new addresses.
- Submit a police report (translated if not in English).
- Complete a security questionnaire truthfully.
- Report within 30 working days post-incident.
- Maintain an active, investigation-ready account.
Compensation Calculation
Refund amounts are determined as follows (subject to APP policy updates):
| Transaction Type | Refund Method | Maximum Limit | Prime User Limit |
|----------------------------|-----------------------------------------------------------------------------------|-------------------------|-----------------------------|
| Unauthorized Crypto | Equivalent crypto amount refunded at transaction value. | USD 250,000 | USD 1,000,000 |
| Unauthorized Fiat | Equivalent fiat amount refunded (converted to USD if applicable). | USD 250,000 or equivalent | USD 1,000,000 or equivalent |
Account Protection Programme – Applicable Countries
👉 Full list of eligible countries includes:
- Americas: Brazil, Canada (Prime only), U.S. (Prime only)
- Europe: Austria, Belgium, France, Germany, Italy, UK
- APAC: Australia, Hong Kong, Singapore, UAE
- Others: Saudi Arabia, South Africa, Turkey
For assistance, visit 👉 Crypto.com Support.
FAQ Section
1. How long does an APP claim take to process?
Claims are reviewed within 15–30 business days, depending on investigation complexity.
2. Can APP cover losses from stolen private keys?
No. APP only protects against unauthorized transactions via Crypto.com’s platforms.
3. Are decentralized wallet transactions covered?
APP excludes transfers to external, non-Crypto.com wallets unless unauthorized.
4. What proof is needed for a claim?
Provide: police reports, timestamps of incidents, and MFA activation records.
5. Does APP cover credit card fraud?
No. Fiat fraud protection applies only to withdrawals within Crypto.com’s ecosystem.
6. Can I appeal a denied claim?
Yes. Submit additional evidence via support for reevaluation.
Policy last updated per source documentation. For real-time updates, refer to Crypto.com’s official portal.