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A Guide to Accessing your Crypto Statements

Why do we need cryptocurrency statements?

To progress your case with the Financial Ombudsman Service, we are required to provide copies of your cryptocurrency account statements or provide clear evidence as to why you have not been able to obtain them.

To help you with this, the sections below provide step-by-step guidance for the main cryptocurrency exchanges.

How should I send my crypto statements to you?

We have likely sent you an email specific to your case that explains exactly what we need from you, and contains a link to a form where you can submit your evidence. If you are not able to find this, you can submit your evidence using this or email them across to enquiries@refundee.com

What if I can't get my statements?

If you have exhausted all of the guides and support channels and are unable to access your statements please make sure to send us screenshots of your recovery attempts so that we can forward the evidence to the Financial Ombudsman Service.

For each exchange, you will find instructions on:

  1. How to download your account statements if you still have access to your login details, or
  2. How to contact the exchange directly if you no longer have access to your account or have lost your login information.

Once you have either downloaded your statements or contacted the exchange for support, please send us the documents or proof of your request so that we can continue with your case.

Choose a Cryptocurrency Exchange below to see how to access your statements:

Binance

If you have access to the account:

Official Guide here

  1. Log in to your Binance account on the website.
  2. Go to Wallet > Transaction History
  3. Set the Date, Account, Wallet, and Currency for the statement you need.
  4. Click Generate
  5. Click Export Transaction Records and Download
  6. Select the option to send the statement as a PDF (if available) to your email address.
  7. The PDF will be sent to your registered email and is only available in English. The link will expire after 7 days
  8. Please forward these to your Fraud Specialist

If you know that you have an account but don't have access:

How to contact Binance if you do not have the login details:

  • If you are unable to log in to your Binance account, please contact support
  • You can continue as a Visitor, and you will be asked to verify your email address or phone number before proceeding. From there, you should be able to request your account statements and complete any required ID verification. If this fails, you can also reach Binance by email.
  • When contacting Binance, please provide as much information as possible to help them locate your account. This may include your registered email address, any account IDs you have, details of past transactions, and the approximate date range for the statements you need.
  • Request confirmation from Binance regarding whether they can provide the statements.
  • Once you have contacted them, please forward the emails or send us screenshots as evidence of your request.

If you don't know if you have an account

  1. Visit the reset your password page
  2. Enter any known email addresses
    • If it says 'Binance account not found' then there is not an account under this email
    • If a pop up displays to say 'Reset Password' then there is an account under this email address and you can continue to change your password.

If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Binance so that we can send this to the Financial Ombudsman Service.

Coinbase

If you have access to the account:

  1. Log in to your Coinbase Exchange Profile
  2. Select Statements in the left sidebar of the screen
  3. Select Generate to the right of the screen
  4. Choose Accounts Statements
  5. Click generate report as PDF
  6. Please forward these to your Fraud Specialist

If you know that you have an account but don't have access:

  • Visit this Coinbase page - You can attempt the solutions suggested or scroll down to speak with an agent

If you don't know if you have an account:

  1. Go to help.coinbase.com
  2. Select 'can't access email' under 'What issue are you having?'
  3. You can then click live phone support to speak to an agent.

If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Coinbase, so that we can send this to the Financial Ombudsman Service.

Kraken

If you have access to the account:

Official Guide here:

  1. Log in to your Kraken account (via web browser, not the mobile-only app).
  2. Click your profile icon (top-right)
  3. Select Documents from the dropdown menu. This opens the “Document Center.”
  4. Click Create Export/ Create Report
  5. From the export type options, choose Ledgers
  6. Select your desired date range and choose output format (PDF).
  7. Click Generate / Submit to request the report.
  8. Wait for the report to be generated. It will appear under the “Exports / Documents” section.
  9. Click the Download icon to save the file when this is available
  10. Send this to your Fraud Specialist

Note: Exports can take between a few hours to a week to generate so please screenshot and send to your Fraud Specialist when this has been requested.

If you know that you have an account but don't have access:

Kraken's customer support is unable to provide account documents over chat, so the only way to obtain them is by accessing your account.

  • You can use this link to reset your password if you know which email address you used for the account.
  • Use this link to get your username if you have lost this for sign-in
  • You can also put in a support request using this link if the above is not successful
  • If all else fails, you can also contact them via email

If you don't know if you have an account:

If you're unsure whether you ever created a Kraken account:

  • Try searching your email inboxes for kraken.com
  • Try signing in at https://www.kraken.com with any known email addresses
  • If login fails or you don't get a password reset email, you might not have an account.
  • You can also contact via their help centre to check whether there is an account associated with you (provide as much info as possible: email, possible usernames, etc.)

If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Kraken, so that we can send this to the Financial Ombudsman Service.

OKX

If you have access to the account:

(Official Guide here)

If you have your login info:

  1. Log in to OKX on the web.
  2. Navigate to Assets > Order Centre.
  3. Depending on what you need:
    • For deposit/withdrawal history = Funding history.
    • For a monthly summary/account statement = Account statement.
  4. Select the date range you need.
  5. Click Export / Download and wait for generation, then download the file (CSV)

If you know that you have an account but don't have access:

Use the official OKX Help Centre (or you can use the app).

  • On the Help Centre, you can submit a request/support ticket using the “Submit a Request” button — choose the issue type (login issue/account access issue / lost password, etc.).
  • You can also use the 24/7 Live Chat support (via OKX's website/app) (It is a green icon with white headphones in the bottom right of the screen.)

If you don't know if you have an account:

If you're uncertain whether you ever used OKX, here's how to check:

  • Try searching your email inboxes for OKX.com
  • Try with any email addresses you might have used. Use the “Forgot password” option to see if OKX recognises the email.
  • If that fails (no account found, no password reset email), you likely don't have an OKX account under that email.
  • If in doubt, you can open a support ticket via OKX Help Centre - Scroll down and click “Chat with us” and then “Continue as Guest”. Provide as much info as you can (likely email, name, approximate first registration date, last login, etc.).
  • They also have an email address but this is usually much slower for responses.

If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact OKX, so that we can send this to the Financial Ombudsman Service.

Revolut (Crypto)

If you have access to the account:

Official Guide here

  1. Log in to your Revolut app.
  2. Tap Crypto from the main dashboard.
  3. Select More (three dots) or Statements (depending on your app version).
  4. Choose Statements or Documents.
  5. Select the date range you require.
  6. Choose Cryptocurrency as the account type.
  7. Tap Generate statement.
  8. Download the PDF once it has been generated.
  9. Please forward these to your Fraud Investigator.

If you know that you have an account but don't have access:

How to contact Revolut if you do not have the login details:

  • Open your Revolut app and follow these steps:
    • Enter your phone number or email address
    • Select Forgot your passcode?
    • If your selfie and ID are recognised, you'll be prompted to change your information in-app. If not, you'll be directed to an anonymous chat.
  • You can also email Revolut

When contacting Revolut, please provide as much information as possible, including:

  • Your registered email address
  • Your phone number linked to the account
  • Approximate account opening date
  • Any known transaction details
  • The date range of statements required

Ask them specifically for cryptocurrency transaction statements in PDF format.

Once you have contacted them, please forward the emails or send us screenshots as evidence of your request.

If you don't know if you have an account:

  1. Search any known email inboxes for Revolut.com
  2. Attempt to login with any known email addresses or phone numbers you may have used.
    • If it says “Account not found”, then there is no account under that email/number.
    • If you receive a password reset prompt, then an account exists and you can continue to regain access.

If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Revolut, so that we can send this to the Financial Ombudsman Service.

Moonpay

If you have access to the account:

Official Guide here

Unfortunately Moonpay does not provide full PDF statements. You can download each transactions receipt or export the CSV file and send this to us.

How to:

  1. Follow this link or login through the Moonpay app.
  2. Enter your account details to login
  3. If you cannot immediately see the option to download the transaction history go to > Account/ Dashboard > Recent Activity > View All > Select each transaction to download
  4. If you have trouble logging in, please see the help page
  5. Once downloaded, please forward these to your Fraud Specialist

If you know that you have an account but don't have access:

  1. Check the 'Moonpay Troubleshooting login issues' page

If you don't know if you have an account:

  1. Follow this link
  2. Enter any of your known email addresses - It may still send you a verification code to your email even when an account does not exist so try this and if you're getting an error/ account not found then you do not have an account with Moonpay under that email address.

If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Moonpay, so that we can send this to the Financial Ombudsman Service.