We're a small team based in Michigan. If something isn't right, tell us and we will help.
Email:support@koini.io — the fastest way to reach us. We reply within one business day; typically much sooner.
Get help
Something isn't working in the app or on the site. Email support@koini.io and paste the wallet address you scanned, the country and tax year you chose, the device and OS you're on, and a description of what happened. Screenshots help.
My preview finished but numbers look wrong. Include one or two transaction hashes you expected to see counted (or not counted) — we can trace every figure back to on-chain activity.
My scan is slow or timing out. Very large wallets (tens of thousands of transactions across many chains) can take a minute or more on a first scan. If it fails, wait a moment and try again — the second scan is usually much faster because we cache.
I never got my sign-in code. Check spam. If it's still missing after two minutes, request a new code — codes expire after 10 minutes. Some corporate email filters delay OTP codes; a personal email (Gmail, Outlook, iCloud) usually arrives quickly.
My authenticator is asking for a new code. Any TOTP authenticator works (Google Authenticator, 1Password, Authy, iOS Passwords, etc.). If you lost your authenticator, email us and we will help you recover.
My accountant hasn't received the report I shared. Ask them to check spam; the delivery email comes from signin@koini.io. Shares expire on the schedule you chose — resend a new one if it expired.
Subscription and billing
Manage your subscription: the customer portal on tax.koini.io (sign in with the same email) lets you update your payment method, download invoices, or cancel your subscription (it stops at the end of the paid period). Use the same email you signed in with.
Refunds: we offer a full refund within 14 days of purchase if you have not downloaded or shared any tax documents. Reply to your receipt or email support and we will process it.
Renewal reminders: we send a reminder 30 days before every automatic renewal. If you'd rather not renew, cancel from the portal any time before that.
Change plan or upgrade: email us — we'll issue a prorated credit or adjustment. Plans are annual.
Privacy and account
What we store: your email, the public wallet addresses you scan, and the reports we generate. We never ask for private keys, seed phrases or exchange logins. Full details in the Privacy Policy.
Delete a document: from the report screen on the website. Documents can also be set to auto-purge on a schedule you choose.
Data export: your reports are already downloadable as PDF, CSV and TurboTax formats. For anything else you want exported, email us.
Feedback and feature requests
We build KŌINItax for people who paste a wallet and expect a real tax report — no signups, no upsell for the preview, and every figure traceable to an on-chain hash. If something is missing, wrong, or annoying, tell us. If a country's rules changed and our engine hasn't caught up, tell us. We read every email and prioritize by what customers actually ask for.
The company
KOINI Global, LLC 130 Cass Avenue Mount Clemens, Michigan 48043 United States