In today’s fast-evolving digital finance landscape, securing your cryptocurrency assets is more critical than ever. The Crypto.com App Protection Program (APP) offers a robust safety net for users of the Crypto.com App and Crypto.com Exchange, helping safeguard against unauthorized access and financial loss. This comprehensive guide breaks down everything you need to know about the APP—what it covers, eligibility requirements, claim procedures, and compensation details—all while ensuring clarity, compliance, and user confidence.
Whether you're new to crypto or an experienced trader, understanding how account protection works can make all the difference in securing your digital wealth.
👉 Discover how secure crypto platforms protect your digital assets today.
What Is the Crypto.com Account Protection Program (APP)?
The Account Protection Program (APP) is a security initiative designed to protect eligible Crypto.com users from financial losses due to unauthorized transactions. If someone gains access to your account without permission and initiates withdrawals of crypto or fiat funds, the APP may provide compensation of up to $250,000 USD per incident.
It’s important to note that coverage is subject to specific conditions and eligibility criteria. The program applies only to users who have completed all required Know Your Customer (KYC) verifications and reside in supported jurisdictions. Decisions on whether a claim qualifies under the APP are made at Crypto.com’s sole discretion.
What Does the APP Cover?
The APP provides protection for two primary types of unauthorized activities:
🔐 Unauthorized Cryptocurrency Withdrawals
If your account is compromised through hacking or phishing, and an attacker transfers your digital assets to an external wallet without your consent, this event may be eligible for reimbursement under the APP.
💸 Unauthorized Fiat Currency Withdrawals
Similarly, if an unauthorized party accesses your fiat wallet and either:
- Uses your funds to purchase cryptocurrency and sends it externally, or
- Transfers fiat money directly to a third-party bank account,
you may qualify for compensation.
These protections are designed to defend against external threats—not user error or voluntary actions.
What Is Not Covered by the APP?
Understanding exclusions is just as important as knowing what's protected. The APP does not cover:
- Scams and Social Engineering: If you were tricked into sending funds voluntarily (e.g., fake support agents, romance scams, or investment fraud), this is not considered unauthorized and therefore not covered.
- Mistakes During Transactions: Accidentally sending crypto to the wrong address—even due to copy-paste errors—is not protected.
- Internal Account Manipulation Without Fund Transfer: If a hacker logs in and trades your assets within the platform but doesn’t withdraw them, no compensation will be issued.
- Third-Party Access Violations: Granting login credentials or seed phrases to others—even with good intentions—violates security policies and voids protection.
User responsibility plays a crucial role in maintaining eligibility. Always keep your recovery phrases private and avoid sharing any authentication methods.
👉 Learn how top-tier platforms enforce security to prevent unauthorized access.
How to File an APP Claim
If you suspect unauthorized activity on your account, time is of the essence. Here's how to initiate a claim:
- Open the Crypto.com App.
- Navigate to Support > Contact Support.
- Clearly describe the incident, including transaction IDs, timestamps, and any suspicious activity.
- Submit all required documentation (see below).
Prompt reporting increases the likelihood of a successful resolution.
Minimum Requirements for Eligibility
To qualify for compensation under the APP, users must meet several security prerequisites before the unauthorized transaction occurs:
- ✅ Enable Multi-Factor Authentication (MFA) or a strong password at least 21 days prior to the incident.
- ✅ Activate the anti-phishing code in the app at least 21 days before the breach.
- ✅ Have 24-hour withdrawal lock enabled for new addresses.
- ✅ Never jailbreak or root your device—doing so compromises system integrity.
- ✅ File a report with local law enforcement; non-English reports must include certified translations.
- ✅ Complete a security questionnaire provided by Crypto.com, with truthful and accurate responses.
- ✅ Initiate the claim within 30 business days of discovering the unauthorized transaction.
- ✅ Maintain good standing—accounts under investigation or involved in suspicious activity may be disqualified.
- ✅ Suffer actual loss due to funds being transferred out of your Crypto.com App or Exchange account.
Meeting these standards demonstrates proactive security behavior—a key factor in determining claim approval.
How Compensation Is Calculated
Crypto.com reserves the right to update the APP terms, but current compensation guidelines are transparent and structured:
For Unauthorized Crypto Transactions:
- You’ll receive a refund in cryptocurrency equivalent to the amount stolen.
- Maximum refund: $250,000 USD.
- For Prime-tier users: Up to $1,000,000 USD.
For Unauthorized Fiat Transactions:
- Refund amount equals the value of the unauthorized transfer.
- Maximum refund: $250,000 USD (or equivalent in local currency based on exchange rate at time of repayment).
- For Prime users: Up to $1,000,000 USD (or equivalent).
All reimbursements are processed after a thorough review and verification process.
👉 See how leading crypto platforms calculate compensation for security breaches.
Available Countries for APP Coverage
The APP is currently available in the following regions:
- Australia
- Austria
- Belgium
- Brazil (Portuguese version applies)
- Bulgaria
- Canada (Prime users only)
- Denmark
- Finland
- France
- Greece
- Hong Kong
- Ireland
- Italy
- Netherlands
- New Zealand
- Norway
- Poland
- Portugal
- Romania
- Saudi Arabia
- Singapore
- South Africa
- Spain
- Sweden
- Switzerland
- Turkey
- United Kingdom
- United States (Prime users only)
- United Arab Emirates
Availability may vary by market due to regulatory differences. Always verify local terms.
Frequently Asked Questions (FAQ)
Q: Can I claim under APP if I shared my password with someone?
A: No. Voluntarily giving access to your account violates security policies and disqualifies you from protection.
Q: Does APP cover losses from fake Crypto.com websites?
A: Only if you didn’t fall for the scam yourself. If you entered credentials on a phishing site, it may not be covered unless MFA was bypassed despite proper setup.
Q: How long does the claims process take?
A: Reviews typically take several weeks depending on complexity and cooperation with authorities.
Q: Are NFTs or staked assets covered?
A: The policy focuses on standard crypto and fiat withdrawals. Special asset types may have different treatment—contact support for details.
Q: Do I need to be a Prime member for full coverage?
A: While basic coverage is available to eligible users, higher limits (up to $1M) are reserved for Crypto.com Prime members.
Q: What happens if my claim is denied?
A: You’ll receive an explanation. In some cases, additional information may allow for re-evaluation.
Final Thoughts
The Crypto.com Account Protection Program reinforces trust in digital finance by offering real safeguards against cyber threats. However, protection isn’t automatic—it depends on responsible user behavior and adherence to security best practices.
By enabling MFA, using anti-phishing codes, avoiding scams, and acting quickly when issues arise, you significantly improve your chances of recovery. Stay informed, stay secure, and make full use of the tools available to protect your digital future.
Remember: Your vigilance is the first line of defense. Platforms can help—but ultimate responsibility lies with you.