Frequently Asked Questions

How can we help you?
  • 1. Create Account
  • 2. Deposit Assets
  • 3. Fees, Maintenance & Statements
  • 4. Withdraw Assets
  • 5. Technical Issues
  • 6. FAQ
  • 7. Help

Creating an account takes less than 3 minutes! All you need to get started with Hoddle is to follow the below steps on a smartphone:

  • Download the Hoddle application from the Apple App Store or the Google Play Store. 
  • Open the app and press “Get Started”. 
  • You will be brought to a screen showing the features of the Hoddle app and then the Terms of Use. 
  • After accepting the Terms of Use, you will be prompted to add your phone number. 
  • You will receive an SMS that will contain the verification code that must be entered onto the app to verify your phone number. 
  • Once your phone number is verified, the application will prompt you to fill in your personal details such as first and last name, date of birth and email address. 
  • Press “Create an account” after the personal details are filled in.
  • You will receive a verification email. Click on the link provided on the email to verify your email and to start using Hoddle!
  • A Selfie
  • One piece of government issued Photo ID, including address
    a. Passport
  •            b. National Identity Card
  •            c. Drivers License
  • Company Incorporation Document
    • MOA
    • COI
    • Incumbency Certificate
    • Other relevant documents 
  • Document from Board of Directors with authorization to Authorized Signatory
  • Authorized Signatory Information – same as Individual

To verify your account, you will need:

  • A valid government issued ID such as a Passport, Drivers License or National Identity Card
  • Proof of Address such as a bank statement, utility bill or credit card statement. Please ensure that the Proof of Address is less than 3 months old.
  • Allow permission to Hoddle to use the camera on your phone

 

You can start the verification process by going to settings tab and following the below steps:

  • Firstly, upload pictures of your government ID. Please upload the back image of the ID if applicable.
  • Next, upload your Proof of Address and fill in the address as per the Proof of Address uploaded.
  • Lastly, upload a selfie of yourself to finish the verification process. The Hoddle team will then review the documents and provide additional feedback if needed.

You can click on the settings icon > Set New Pin > I KNOW MY CURRENT PIN 

  • Enter old PIN
  • Enter new PIN
  • Confirm new PIN

You can click on the settings icon > Set New Pin > LOST PIN > Reset Pin

  • A One-Time-Password will be sent to your registered email address
  • Input the OTP from your email into the Verify OTP screen on our Hoddle App
  • Enter new PIN
  • Verify new PIN

Hoddle accepts all government issued documents.

We conduct a one time KYC check on any user that wants to withdraw funds from Hoddle.

There can only be one user profile created per email. However different users are able to use the app on the same device.

Each digital asset on the “Home” tab has a “+” sign on the top right button of its box. Click the “+” sign to create a new wallet.

Hoddle does not provide the option to delete wallets as accidental deletion of wallets would result in your funds being lost forever.

Yes, you can set up multiple wallets for different purposes. You can have wallets set up for a rainy day fund, dream vacation, children’s college funds, and others. Make Hoddle work for your personal needs by dividing up savings for whatever you deem to be the most important in your life.

Yes, you can add additional wallets under the digital asset of your choosing to deposit from multiple sources into your Hoddle vault.

Firstly, there will have to be a wallet for the digital asset you wish to deposit into Hoddle. If there is no existing wallet, create one. 

 

To have funds transferred to your Hoddle wallet, you will have to share the public address of the Hoddle wallet to the platform you are going to transfer the digital assets from.

 

On the “Home” tab, click on the white arrow for the digital asset of your choice. From here you will be able to see all of the wallets that were created for this digital asset. To view the public address of the Hoddle wallet to receive funds, click on the wallet of your choice and then “Deposit”.

 

To copy the public address, you can either scan the QR code, copy the link or share it to the platform you are going to transfer the funds from.

From the “Home” tab, click on the white arrow for the digital asset of your choice. From here you will be able to see all of the wallets that were created for this digital asset as well as each of their balances.

From the “Home” tab, click on the white arrow for the digital asset of your choice. From here you will be able to see all of the wallets created for this digital asset. To view the public address of the Hoddle wallet, and the equivalent QR code, to receive funds, click on the wallet of your choice and then “Deposit”.

Yes, we offer the choice to view your holdings in multiple currencies.  This option is in the “Settings” section under “Currency Converter”.

 

Please note that the value of your digital assets may vary slightly as digital asset prices vary amongst different exchanges.

From the “Home” tab, click on the white arrow for the digital asset of your choice. From here you will be able to see all of the wallets created for this digital asset. Click on the wallet that you would like to rename and then click “Deposit”. Here you can see the details of your wallet. To rename the wallet, tap the “Edit” button on the right side of the current name. Rename your wallet and then press “Update” to complete the process.

When Hoddle received a deposit, a transaction is shown as “Secured” until we have stored it in deep cold storage. Once your funds are in deep cold storage, the transaction updates to “Confirmed”.

Deposits of your digital funds are usually accomplished in a fast and timely manner of ~5-15 minutes with Hoddle. Please note that assets cannot be withdrawn until they have been confirmed in cold storage, which may take up-to 24 hours after the cut-off time.

You are able to deposit your digital assets into both unverified and verified accounts; however, should you lose your private keys from your wallet that the digital assets were initially deposited from, not the Hoddle private keys, you will not be able to withdraw your digital assets.

Hoddle charges a monthly vault holding fee, which is a percentage of the assets stored with Hoddle. Depending on the account type you hold with Hoddle, there may be a monthly account maintenance fee also. For a full breakdown of fee charges by account type, please see the pricing.

All fees, based on the account of your choosing, will be deducted directly from your digital assets held in the vault. Fees are charged at least once a month or upon early withdrawal. For further information, visit the Terms and Conditions.

Yes, this can be done by going to “Settings” -> “Default – Fee Deduction Wallet” and selecting the wallet of your choice. The standard fee deduction wallet will have a blue star on it to indicate so.

In the Hoddle App, click on the REPORT icon. The Transaction History page will come up. You can find the Insurance Certificate and Account Statement forms here to be downloaded.

Hoddle provides insurance up to 220 million EUR per occurrence for all of your digital assets stored with us.

Lloyd’s of London, generally known simply as Lloyd’s, is an insurance and reinsurance market located in London, England.

There is no minimum balance required to store your assets with Hoddle.

Hoddle does not issue invoices for fee deductions; however, you are able to view the fees charged on your account by going on the “Report” section.

Hoddle charges its fees based on the amount of assets you store with us. To stop getting fees charged, you will have to withdraw your funds from Hoddle.

We do not offer refunds on our fees charged or digital asset withdrawals due to the irreversible nature of blockchain.

To update your legal name, please contact Hoddle at support@hoddle.com and attach a clear image of a valid government ID with the updated legal name.

To update your residential address, please contact Hoddle at support@hoddle.com stating your updated address as well as attaching a proof of address for your updated residence. Please ensure that the document is less than 3 months old.

To change any profile details, please email support@hoddle.com with the relevant proof for us to update your details.

To gain access to your account, please email support@hoddle.com.

Please note that you will need to have access to the registered phone number. If not, you will need to have your KYC verified.

To gain access to your account, please email support@hoddle.com.

Please note that you will need to have access to the registered email address. If not, you will need to have your KYC verified.

Should someone get a hold of your phone, they will not be able to access the Hoddle app unless if they know your passcode or your Hoddle PIN (if Touch ID isn’t activated). 

To make sure that your funds are safe, please get a hold of the registered phone number and ensure that the registered email is safe.

To close your Hoddle account, please contact support@hoddle.com.

To reopen your Hoddle account, please contact support@hoddle.com.

First, you should attempt to click on FORGOT PIN and take the steps necessary to recover your PIN or to create a new one.

If this doesn’t work, contact Hoddle and we will assist you through a verification process involving KYC/AML to help you regain access to your digital assets.

Hoddle was purposefully built for people to be able to store their digital assets securely for the long term without them having to worry about any of the safety issues. Your account will stay active as long as you hold digital assets with Hoddle and therefore, you can log in as frequently or infrequently as you like.

Firstly, you need to select the wallet for which you would like to view the Transaction History for. 

On the “Home” tab, click on the white arrow for the digital asset of your choice. From here, click on the wallet you would like to see the Transaction History for. Go to the “Reports” tab to see all the Transaction History.

Your Hoddle account always stays active and therefore you do not need to worry about your account becoming dormant.

On the “Home” tab, click on the white arrow for the digital asset of your choice. From here you will be able to see all of the wallets that were created for this digital asset as well as their balances. Click on the wallet you would like to withdraw funds from and then “Withdraw”.

Input the amount that you want to withdraw and submit the “Withdrawal” request. The default address is the “Return Address” initially given at the time of wallet creation. Should you not have access to this address anymore, please click on “I want to use different return address” and fill in the new address and reason as shown on screen.

Hoddle does not currently provide the link to view your transaction on a block explorer. However, should you have not received your assets within 24 hours after the predetermined cut-off time, please contact the Hoddle team, support@hoddle.com, for assistance.

There are no limits on how much you can withdraw from your Hoddle wallet.

Currently we don’t allow transactions within Hoddle between users. Future versions of Hoddle will allow users to send/receive digital assets with other account holders within the Hoddle app. Visit the website for updates  or subscribe to the Hoddle email list to be first to find out news and updates on the Hoddle App.

Currently, Hoddle doesn’t allow 3rd party payments to other accounts outside of Hoddle. Your digital assets on deposit will only be returned directly to the original address they were deposited from. Future versions may allow it as we continue to upgrade the Hoddle App and its ecosystem.

Currently, Hoddle does not offer the option for users to move funds between their own wallets.

Withdrawals may take up to 24 hours after the predetermined cut-off time for Hoddle to safely deliver your digital assets back to your original wallet.

Currently, you are able to withdraw two times a day. You can request for a withdrawal at anytime, however our team processes withdrawals once a day. Every morning before 1100 (11:00 am) UTC and every evening before 1700 (5:00 pm) UTC the officer responsible for the approvals of withdrawals checks and approves any pending withdrawals. Note that UTC is the Coordinated Universal Time and does not account for daylight savings time. Coordinated Universal Time (UTC) and Greenwich Mean Time (GMT) are not measured the same. Be sure to check your local time in UTC to ensure proper timing and to minimize delays for making withdrawals.

Please ensure that the funds were sent to the correct public address and the transfer has been processed from the withdrawing platform. Should you have not received your assets in 24 hours after the predetermined cut-off time, please contact Hoddle.

Hoddle does not currently support multi-signature approvals for transactions however future versions of Hoddle will have this capability added. Visit the website for updates or subscribe to the Hoddle email list to be the first to find out news and updates on Hoddle.

Hoddle accrues the monthly vault holding fee and only deducts the funds once a month unless a withdrawal is performed earlier. It may be that, after deducting the vault holding fee, your balance becomes lower than the withdrawal amount and therefore you get the error “Invalid Withdrawal Amount”. It is recommended to perform a transaction with a slightly lower amount to let the transfer go through.

Another reason may be that even though you have a high enough balance, the transaction amount exceeds the UTXO limit that Hoddle has in place. The recommended solution is to perform a transaction at a lower amount to let the transfer go through.

On the “Home” tab, click on the white arrow for the digital asset of your choice. From here you will be able to see all of the wallets created for this digital asset. To view the public return address associated with your Hoddle wallet, click on the wallet of your choice and then “Withdraw”.

Both Bitcoin and Bitcoin cash are public blockchains where all of the transactions are made public. As a result, anyone can use a blockchain explorer, such as https://blockchair.com/, to see the record of all transactions.

Yes, if you have fully verified your account details by providing the requested documentation for KYC/AML, Hoddle can help you recover your digital assets by adding a new return address. This will require a rigorous verification process that may take several days to ensure the safety and security of your digital assets being withdrawn to a new wallet.

Android:

Settings -> Apps -> Hoddle -> Permissions

iOS:

Settings -> scroll down to apps -> Hoddle

Android:

Settings -> Biometrics and Security

iOS:

Settings -> Touch ID & Passcode

No, you will need to download the Hoddle App from the Google Play Store to deposit or withdraw digital assets with Hoddle. We do not provide a desktop version of the app at this time.

Currently, the Hoddle App has been launched on the Google Play Store. Coming soon, we will launch it in the Apple App Store. Visit the website for updates or subscribe to the Hoddle email list to be first to find out news and updates on the Hoddle App.

Android: Android 10 or high is recommended

iOS:

On Android:

Settings -> Apps -> Hoddle -> Notifications

On iPhone:

Settings -> Notifications -> Hoddle

[ask Zeeshan if an automatic email is generated when a deposit or withdrawal is done for the customer on their mobile app]

Hoddle uses the native operating system TouchID to allow a greater ease of use in accessing the app. Using the TouchID on your mobile device does add a layer of security for anyone attempting to gain unauthorized access to your phone, though.

QR codes represent the public address of your wallet that you share to receive funds. They are an easy and fast way to share addresses between parties or devices to conduct a transaction.

Using Hoddle through any phone which has been subject to unauthorized modifications (“Jailbroken”) may cause security vulnerabilities and is strictly prohibited. We cannot accept responsibility for any losses arising out of your use of Hoddle through a Jailbroken device and you agree to indemnify us for any loss caused to us through your use of a Jailbroken device.

Hoddle does not currently have 2-Factor Authentication enabled for its wallets.

Please contact support@hoddle.com to disclose any security vulnerabilities.

A Hoddle Wallet is digital wallet what allows users to safely deposit, withdraw, store and manage their digital assets at their own convenience.

Hoddle currently supports Bitcoin (BTC) and Bitcoin Cash (BCH). The Hoddle team is working on adding support for more assets in the future.

The technology supporting Hoddle emerged from Regal Assets, which created the world’s first deep cold storage solutions back in 2018 and has been storing crypto assets for clients since then.  The team has continuously made technology improvements and process re-engineering to launch a consumer mobile app version in 2021.

Details about data Hoddle collects can be found in the Privacy Policy, under “Information we collect about you”.

To obtain a copy of your personal data, please contact dpo@hoddle.com from the registered email address.

You may also request for your data to be deleted or to request for corrections. Please note that should you request for your data to be deleted, you will be required to close your Hoddle account and the remaining digital assets will be sent back to the return address provided at the time of wallet creation.

No, we will only share your data with our insurance company and auditors. You will not receive unsolicited marketing promotions from 3rd parties in accordance with the General Data Protection Regulation (GDPR).

Your digital assets deposited with Hoddle are stored in the a third-party managed secure vault at the Almas Tower in Dubai, United Arab Emirates. According to the 2020 Global Law and Order Report by global analytics firm Gallup, the UAE was ranked in the top ten countries in the world for security and personal safety.

As the assets are in deep storage – offline in a secured vault – no actions can be performed with your assets and therefore no yield can be earned.

Yes, with the continual upgrades to the platform in upcoming months we have plans to deploy more digital assets that will be covered under our insurance keeping them safe and secure with Hoddle.

Please, subscribe to our email list to receive updates on release dates of new digital assets that will be insured by Hoddle.

We understand that a death in the family can be very stressful and full of uncertainties. Hoddle will work closely with the executioner of the will and our lawyers to satisfy the demands of the Hoddle account holder’s will in a timely manner.

Hot wallets mean that the wallet is connected to the internet whereas cold wallets indicate that the wallet is not connected to the internet. Due to cold wallets being offline, they are a more secure storage solution for your digital assets.

Hoddle goes a step further and uses deep cold storage. Hoddle ensures the security of its assets not only by its patented custody technology but also by using highly secured vaults around the globe. Hoddle also gives its users peace of mind knowing that their digital assets are fully insured.

The vault is provided by a globally reputable 3rd party and is fully covered with insurance. 

Each individual has their own specific needs when it comes to privacy, security, and storage for their digital assets. We have all heard the stories about individuals losing millions worth of digital assets due to the loss of their  passwords. Hoddle can give you peace of mind knowing that your digital assets are stored in a highly secured vault using private keys provided by Hoddle. With that also comes full insurance and protocols to secure your digital assets in case of any security breaches. 

Please email info@hoddle.com for more information on corporate solutions that are available.

To file a complaint, please contact support@hoddle.com from your registered email address.

Hoddle staff will never ask you for SMS OTPs to log into your account or any private keys.

All emails from Hoddle will always end with the hoddle.com domain. Some examples are support@hoddle.com, info@hoddle.com and noreply@hoddle.com.

Hoddle will never make requests for private keys. Private keys should not be shared with anyone or otherwise you risk getting your assets stolen.

Click here to see Hoddle’s Privacy Policy.

Click here to see Hoddle’s Terms of Use.

Click here to see Hoddle’s Cookies Policy.

If the FAQs do not resolve your query, you can get priority support by contacting Hoddle using the Contact Us feature in the “Settings” section of the app. For non-account holders, please send an email to support@hoddle.com

All queries are responded to within 24 hours.