Help & FAQ

Your CoinTap account is tied to your email address and to the method you first registered with. If you created the account with an email address and a password, sign in with email and password — not the Google or Apple button, even if it is the same address.

If you have forgotten the password, use "Forgot password" on the sign-in screen and follow the reset link sent to that address.

Do not create a second account. A new account starts at zero, your balance does not move across, and running two accounts is a breach of the Terms. If you are locked out or you think a second account was created by mistake, email us with the address you registered and we will sort it out.

Tap "Forgot password" on the sign-in screen and enter your registered email address. Check your spam folder if the message does not arrive within a few minutes. If the address itself is no longer accessible, email us from any address and tell us the old one — we will need to verify the account before we can help.

You can change your display name in the app. To change the email address on the account, email us from the current address. Note that your email address is one of the things we use to keep one account per person, so changes are reviewed.

In the app: open the You tab, scroll to the bottom of the settings list and tap Delete account. You are shown exactly what is lost, then asked to type DELETE to confirm. It takes effect immediately and cannot be undone.

What you lose: deleting your account forfeits all your coins, including pending coins and earnings still maturing, and erases your profile, balance, earning history, streak, tier and referral code. Request any cashout you are eligible for first and wait for it to be paid — we cannot delete an account while a cashout is in review.

What we keep: transaction and payout records, for as long as the law requires, and the minimum fraud-prevention data needed to keep bans effective. See Privacy Policy, section 11.

A suspended account cannot be deleted in the app — that would erase the records that keep the suspension effective. Email us instead and we will handle it under the same retention rules.

If you cannot reach the app, email contact@hashcoreai.com from your registered address and ask us to delete it instead.

Three common causes, in order of likelihood:

1. The coins are there but still maturing. All earnings wait 10 days before they can be withdrawn — surveys and offers, and equally daily targets, bonuses and challenge prizes. Check your total balance rather than the "withdrawable now" figure — the coins usually are credited, just not yet withdrawable. Why this exists.
2. The partner has not reported it yet. Networks confirm completions by a server-to-server callback that can take minutes and sometimes hours. Offers with multiple stages only pay when the network registers the stage you reached.
3. The partner did not count it. If the network decided the completion did not qualify — wrong device, requirement not met, a broken tracking event — nothing is sent to us at all.

If more than 48 hours have passed and the partner's own history shows the completion, email us with the partner name, the survey or offer name, and the date and time. We can trace it and, where the record supports it, credit it manually.

That is a reversal. Partner networks can cancel a completion after they have reported it — for duplicate participation, poor answer quality, an advertiser dispute, a chargeback, or their own fraud review — sometimes weeks later. When they do, the coins we credited come back off your balance. The transaction shows in your wallet history so you can see what was reversed and when.

This is exactly why earnings wait 10 days before they can be withdrawn. Only partner coins can be reversed, but the wait applies to every coin so that there is a single rule you can plan around rather than a balance that unlocks at two different speeds. More on the 10-day window.

If you believe a reversal was wrong, the decision belongs to the partner network, not to us — but email us and we will raise it with them where the evidence supports it.

You were screened out: the survey buyer decided part-way through that you were not in the group they needed, or their quota for people like you filled while you were answering. That is normal market research and it happens in every rewarded app.

The flat 10 coins is our consolation payment so an attempt is never entirely wasted. Answering more profiling questions inside the partner's wall generally reduces how often it happens. More on screen-outs.

A partner reversed a completion after you had already spent that balance on a cashout, so the shortfall is carried as owed coins. Your future earnings pay it down automatically, and no action is needed from you. Cashouts are blocked until it is cleared.

That is expected. Rewarded video adverts do not pay coins in CoinTap. Watching one to the end grants you one game life — one more mini-game round — and nothing else. Your balance is not meant to move.

Rounds themselves do not pay coins either: they earn challenge points for the weekly leaderboard. Coins come from surveys and offers, the daily targets, referral bonuses and weekly challenge prizes.

That is expected too. The daily check-in does not pay on its own. It advances your streak and ticks off one of the three daily targets — check in, play three rounds, try a survey.

Those three pay as one reward, not three. Finish all three, then tap Collect once and the whole amount lands in your balance together. Until then nothing is credited, and finishing only two pays nothing at all. The set resets at midnight UTC. How the daily targets work.

The life only lands if the advert plays through to the end. Closing it early, losing connection part-way through, or an advert that fails to load will not grant one.

There is also a short cooldown between adverts and a daily maximum on advert-granted lives, so once you have hit the maximum no further advert will add one. Both reset at midnight UTC, along with your free lives.

If an advert clearly completed, you were not on a cooldown and were under the daily maximum, note the time and email us.

Mini-game rounds are rationed rather than unlimited. You get 5 free lives every day, reset at midnight UTC, and a rewarded advert grants one more — up to 20 extra a day, so 25 rounds at most. A life is spent the moment a round starts, so quitting part-way through still uses it.

Lives cannot be bought and there is nothing to pay. They are not coins, have no cash value, and unused lives do not roll over to the next day.

Both were removed on 2026-08-09 and are no longer in the app. They were the only two rewards that paid a randomly drawn amount, so nothing in CoinTap is drawn at random any more — every reward we fund ourselves is a fixed amount, shown to you before you earn it. There are no odds left to disclose. The detail.

The daily check-in, the daily targets and the four mini-games are all still there, and there is still nothing to buy and no stake. Rewarded video adverts are still in the app too, but they no longer pay coins — watching one now grants a game life instead.

First, the coins have to have matured: every earning becomes withdrawable 10 days after you earn it, so a brand-new account's first cashout is possible about a week and a half in. After that, every request is reviewed by a person. Once approved, payouts are normally sent within a few business days. Gift cards additionally depend on the fulfilment provider's delivery time. You can have one pending request at a time.

Full detail in the Cashout Policy.

Usually one of these:

• Your withdrawable balance is below that method's minimum. Coins still maturing do not count towards it.
• The method is not offered in your country.

Email us immediately. If the request has not been paid yet we can usually cancel it and return the coins to your balance. Once a payment has been sent to an address you supplied, we cannot recover it — check the address carefully before submitting.

If a request is declined for an ordinary reason — below the minimum, owed coins, or an identifier already registered to another account — the coins are returned to your balance and you can fix the problem and request again.

Requests are also declined where our checks show signals of VPN or proxy use, location spoofing, emulator use, or a mismatch between where the coins were earned and where the cashout was requested. If you believe that is a mistake, email us: tell us where you were, and whether you use a VPN or a corporate or university network. We will look again.

Where a decline is for fraud under the Terms, the balance is forfeited.

Email contact@hashcoreai.com, ideally from your registered address. We reply within one month. We may ask you to confirm you control the account email first — that protects you from someone else requesting your data. Your full rights, and the limits on them, are in Privacy Policy, section 12.

To delete the account itself you do not need to email us at all: use You → Delete account in the app. Note that it forfeits any coins you have not withdrawn.

Where a consent prompt applies in your region, it is shown before any personalised advertising appears, and your choice can be revisited when it applies. On iOS, tracking permission is controlled at any time in your device's system privacy settings. Declining changes nothing about what you can earn or which adverts you can watch — the adverts are just not personalised. See Privacy Policy, section 7.