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 general evidence gathering form 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:
How to download your account statements if you still have access to your login details, or
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.
Binance
If you have access to the account:
Official Guide here
Log in to your Binance account on the website.
Go to Wallet > Transaction History
Set the Date, Account, Wallet, and Currency for the statement you need.
Click Generate
Click Export Transaction Records and Download
Select the option to send the statement as a PDF (if available) to your email address.
The PDF will be sent to your registered email and is only available in English. The link will expire after 7 days
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 Binance 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 at support@binance.com.
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
Visit the reset your password page
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:
Log in to your Coinbase Exchange Profile
Select Statements in the left sidebar of the screen
Select Generate to the right of the screen
Choose Accounts Statements
Click generate report as PDF
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:
Go to help.coinbase.com
Select ‘can’t access email’ under ‘What issue are you having?’
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.
Crypto.com
If you have access to the account:
Official Guide here
Login to your crypto.com account
Navigate to the ‘Accounts’ page
Select the History icon (top right)
Select Export (top right)
Select Crypto wallet
You should then be able to choose the dates that you want to export between
You should then see an option to export to CSV and download the history
Please forward this to your Fraud Specialist
If you know that you have an account but don’t have access:
If you can’t remember your login:
Try searching within all of your email inboxes for crypto.com
Check the spam/ junk folder
If you’ve lost access to the phone number that you need to verify at login:
Follow crypto.com guide here
If you’ve forgot the passcode:
Follow crypto.com guide here
If your account was locked (either by you or crypto.com):
Follow crypto.com guide here:
Launch the Crypto.com App and tap Log In to Existing Account
Enter and verify your registered email address
Confirm the reason for locking your account
You will be requested to complete identity verification in the App to unlock your account or contact their Customer Support Team for a manual unlock
If you are still unable to login
You will need to contact crypto.com for support. You can do so through:
Their online chat - https://chat.crypto.com/
If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact crypto.com so that we can send this to the Financial Ombudsman Service.
Kraken
If you have access to the account:
Official Guide here:
Log in to your Kraken account (via web browser, not the mobile-only app).
Click your profile icon (top-right)
Select Documents from the dropdown menu. This opens the “Document Center.”
Click Create Export/ Create Report
From the export type options, choose Ledgers
Select your desired date range and choose output format (PDF).
Click Generate / Submit to request the report.
Wait for the report to be generated. It will appear under the “Exports / Documents” section.
Click the Download icon to save the file when this is available
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 at support@kraken.com.
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 Kraken support 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.
KuCoin
If you have access to the account:
If you have your login information
Official Guide here
You can only export your account/wallet history from the KuCoin website (not from the app).
How to download your trade/deposit/withdrawal history
Log in to your KuCoin account via the website.
To get trade history: go to Order Centre > Export More
Select deposit/ withdrawal records
Set the time range — note that the maximum span per export is 1 year.
Confirm export. KuCoin will generate the report - you’ll get a notification (email/ SMS)
Go to Order Centre > Export More > Account > Download CSV
Please forward this to your Fraud Specialist
If you know that you have an account but don’t have access:
To attempt recovery:
Go to KuCoin’s Help Centre > Scroll down and you can choose to either ‘Contact us’ or ‘Submit a Request’
Provide as much detail as possible (registered email, any past transaction IDs, account UID if known, approximate last login, etc). KuCoin may ask for verification to confirm you are the owner.
If you don’t know if you have an account:
If you are unsure whether you ever registered with KuCoin:
Try logging in with any of your email addresses (by using “Forgot password”).
If login fails / you don’t receive a reset email / get “account not found”, you likely don’t have an account under that email.
If in doubt, submit a request via Support: in the Help Centre, choose “Submit a Request” and then “Account (Google 2FA…) and ask them to check whether there is any account associated with your personal details.
You can also click the “Live chat” option and continue as a guest to speak to them
Please note, the official email for support is support@kucoin.com KuCoin explicitly warns that they do not offer support via phone. Any phone-based support claims are likely scams
If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact KuCoin, 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:
Log in to OKX on the web.
Navigate to Assets > Order Centre.
Depending on what you need:
For deposit/withdrawal history = Funding history.
For a monthly summary/account statement = Account statement.
Select the date range you need.
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 logging in 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 support@okx.com, 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.
eToro
If you have access to the account:
Helpful guide here
If you have your login information:
How to download/export your eToro account/transaction history
Log in to your eToro account
Go to Portfolio > My Portfolio > History.
Click on the Settings (gear) icon (top-right in the history view).
Choose Account Statement.
Select the date range you want (ideally from when your account was opened to the present) to capture the full history.
Click Create
Then download the report (ideally PDF or CVS/XLS if not)
Save the report and forward this to your fraud specialist
If you know that you have an account but don’t have access:
If you can’t log in to eToro (for whatever reason), there are some support/recovery paths:
Visit the Help Centre to open a support ticket or start chatting (Scroll to the bottom)— explaining your issue (lost access, lost password, 2FA, etc.)
For more serious issues — e.g. you forgot the email tied to the account, or you can’t receive 2FA, you may need to provide identity verification or proof of earlier transactions
If you don’t know if you have an account:
If you’re unsure whether you ever registered with eToro:
Search your email inboxes for ‘Etoro’
Try logging in with any of your possible email addresses, and use the “Forgot Password”/“Reset password” option to see if an account is associated with it.
If that fails (no account found or no reset email), you likely don’t have an account associated with that email.
If in doubt - Visit the Help Centre to open a support ticket or start chatting (Scroll to the bottom) and ask them to check whether there is any account associated with your personal info (email, name, possible date ranges).
If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact eToro, so that we can send this to the Financial Ombudsman Service.
Revolut (Crypto)
If you have access to the account:
Official Guide here
Log in to your Revolut app.
Tap Crypto from the main dashboard.
Select More (three dots) or Statements (depending on your app version).
Choose Statements or Documents.
Select the date range you require.
Choose Cryptocurrency as the account type.
Tap Generate statement.
Download the PDF once it has been generated.
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 at support@revolut.com
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:
Search any known email inboxes for Revolut.com
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:
Follow this link or login through the Moonpay app.
Enter your account details to login
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
If you have trouble logging in, please see this page
Once downloaded, please forward these to your Fraud Specialist
If you know that you have an account but don’t have access:
Check the ‘Moonpay Troubleshooting login issues’ page
If you don’t know if you have an account:
Follow this link
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.
Bybit
If you have access to the account:
You can export/ download your account and transaction history, trades, deposits/withdrawals, and account statements via Bybit’s “self-export” tools.
Official Guide here
How to export data from Bybit
Log in to your Bybit account via the web (not available via app)
Got to Account > Account Statement
Select the Account statement period and click Export Now
It can take up to 1 working day and then a download link becomes available.
Download the generated file.
If you have multiple sub-accounts, exports can include both main account and up to 100 sub-accounts at once.
Important notes about the export/data limits
Exports cover up to the last 12 months per export request; if you need more history, you may have to generate multiple exports (e.g. one per year).
Where older or extensive history reports are needed you may need to request help via their help centre.
Download links remain available for 7 days, so it’s best to save your files straight away.
If you know that you have an account but don’t have access:
If you lose access (e.g forgotten password, 2FA, lost email):
Enter your email address at login and click ‘Next’ then click ‘Having trouble logging in’
If the above fails, you can reach out through their website Help Center > Submit a case or Click Live chat icon (bottom right)
You can also contact their support via email - support@bybit.com
If you don’t know if you have an account:
Search any known email inboxes for Bybit
Try logging in using any email(s) you might have used and attempt “Having trouble logging in” to see if Bybit recognises the email.
If that fails, attempt to contact Bybit support (live chat or ticket) and ask them to check whether your personal info (email, name, etc.) is associated with any account. You may need to provide some verification for them to respond.
You can also contact their support via email - support@bybit.com
If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Bybit, so that we can send this to the Financial Ombudsman Service.
Bitmart
If you know that you have an account:
Official Guide here
Login through the website
Click Orders > Future Orders
Click Export on ‘History Orders’, ‘Trade History’ and ‘Funds Flow’ if all are available
Select time range
Click Export now
If this does not work, you can email support@bitmart.com including:
A photo of you holding the same ID that you used to set up the account
A handwritten note stating what you need. E.g “A complete transaction history between 01/12/2023 - 01/12/2024 including deposits, withdrawals and trade history.”
Once requested, they should provide a CSV export within a few working days - Once received, please forward this to your Fraud Investigator.
If you don’t know if you have an account:
Search Bitmart in any of your known email inboxes
Try logging in with any of your possible email addresses and click ‘reset password’
It will pop up with ‘invalid username’ if there isn’t an account under that address
If there’s an email address under that name then you will receive an email. Then follow the above steps
If in doubt, you can also contact support@bitmart.com and ask them to check if there is an account associated with your email address. Please provide as much information as possible (full name, approximate dates you think you may have registered, possible used email addresses and ID).
If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Bitmart, so that we can send this to the Financial Ombudsman Service.
Bitstamp
If you know that you have an account:
Official Guide here
If you have your login information:
Log in to your Bitstamp account via web (desktop or mobile)
Go to Account → Transaction History (or “History / Activity / Transactions”
Look for an option “Account Statements” — this provides monthly statements or full export options.
Choose the period you need (e.g. by month / year) and download the statement/report (Preferably PDF if available)
Please forward this to your fraud specialist
If you know that you have an account but don’t have access:
If you cannot login to your account:
Attempt to Log in to your Bitstamp account and click ‘Forgot password’ and then ‘Recover’
If this does not work then you can either ‘Send us a message’ (Scroll down on their Support page) or give them a call on +44 20 3868 9628 (24/7)
If you don’t know if you have an account:
If you’re unsure whether you ever opened a Bitstamp account:
Search Bitstamp in any of your known email inboxes
Attempt to Log in to Bitstamp using any known email addresses and click ‘Forgot password’ and then ‘Recover’ (Bitstamp does not immediately recognise if you hold an account so you will just need to wait and see if you receive a verification email)
If in doubt, you can contact their support team. Visit their Support page and click Send us a message’ or give them a call on +44 20 3868 9628 (24/7)
If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact Bitstamp, so that we can send this to the Financial Ombudsman Service.
Okcoin
If you know that you have an account:
If you have your login information:
Login to your Okcoin account
Go to Settings, Reports, or Tax Center.
Select All assets, All transactions, full date range.
Export as CSV
Send this to your Fraud Specialist
If you know that you have an account but don’t have access:
If you cannot login to your account:
Attempt to Login to your OkCoin account and click ‘Forgot password’ and then ‘Get reset code’
If this does not work then you can email support@okcoin.com to request help
If you don’t know if you have an account:
If you’re unsure whether you ever opened an OkCoin account:
Search OkCoin in any of your known email inboxes
Attempt to Login to OkCoin using any known email addresses and click ‘Forgot password’ and then ‘Get reset code’ OkCoin does not immediately recognise if you hold an account so you will just need to wait and see if you receive a verification email)
If in doubt, you can contact their support team to see if they hold an account for you - support@okcoin.com
If you are still unable to access your account/ get your statements, please send us a screenshot of your attempt to contact OkCoin, so that we can send this to the Financial Ombudsman Service.