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Welcome to Vigiler’s Help Center

Can’t find the answer to your question? Contact us at   [email protected]  and our colleagues give you the best answer!

FAQ is available in:   

What is Vigiler Platform?2024-01-26T11:18:27+00:00

This is the Vigiler platform

How can I deposit into my Vigiler account?2024-01-26T14:44:16+00:00

Login to your Vigiler account and select the “Deposit” from the Service Menu (left side).

After you select the coin/token, you can get the deposit address.

If you want to switch between networks (native or BSC), you can decide which one you would like to use by clicking on the additional options.

Paste your wallet’s address to the sender’s withdrawal address, start the transfer and we will notify you by e-mail as soon as your transfer has been sent or received by us. All deposits are received into your Wallet.

Vigiler does not supports fiat (legal tender) money, you can only deposit or withdraw supported cryptocurrencies or stablecoins.

IMPORTANT: The platform can only accept supported coins/tokens, which are only supported on certain networks. In the case of unsupported coin or token transfers on unsupported networks, we are unable to accept the transfer and in most of these cases the coin or token will be permanently lost. Before making any new deposit, please check the coin or token and network support. If you need assistance with this, please contact customer support.

How quickly does Support respond to questions?2024-01-31T07:22:27+00:00

You can reach us via email between 08:00-21:00 CET. Occasionally, we process the requests outside the opening hours as well, but we can not guarantee this.

Some issues require further investigation or management approval. Depending on the complexity of the question, the time needed to answer or approve the question can increase significantly.

For support questions, you can contact us directly via [email protected]

What is the Fee Credit (Compensation Balance)2024-02-03T09:53:31+00:00

In Vigiler Wallet, it is possible to maintain a fee credit (compensation balance). This balance is only available to customers who have migrated their balance when the platform founded or have purchased or received a fee credit from another customer. The fee credit gives the customer the right to a refund of 60% of the fees payable for platform operations and to periodic payments from the platform reserve fund. Platform fee refunds and periodic payments from the platform reserve fund shall reduce the fee credit.

On the unused fee credit, the platform pays a return on a quarterly basis, which is allocated from 10% of the platform fees from which any Vigiler client has received a platform fee refund. Compensation Yield payments are in addition to the fee credit and do not reduce the amount of the compensation balance. The quarterly accrued compensation yield will be paid in proportion to the percentage of the total compensation balance recorded by the platform that the customer is receiving at the time of payment.

The Vigiler platform reserves the right to terminate the compensatory yield service in case a significant part of the fee credit set generated during the migration event has already been used. The Vigiler platform also reserves the right to periodically review the rate of the platform fee rebate and, if it deems it appropriate, to adjust the rate.

The following paragraphs provide further details on fee credit for customers who have received a compensation balance during a completed migration:

Crypto assets stored in the compensation balance is unsecured (without coverage), which are recorded as locked balance, so they cannot be withdrawn from the platform, nor can the services of the platform be used against this balance. If a client has a compensation balance, it may transfer it, in whole or in part, to another Vigiler client by internal transfer or sell it through the Compensation Balance Auction, thereby reducing or eliminating its compensation balance. The Vigiler Client receiving the Compensation Balance may use the crypto funds received solely as a Compensation Balance.

The compensation balance can only be registered in USDC. Credits that reduce the compensatory balance (platform fee rebates, periodical credits, special credits) can be made in any asset supported by the Vigiler platform. If the credit is made in an asset other than USDC, the dollar value at the time of crediting will be deducted from the compensation balance.

The compensation balance can only be reduced by rebates or internal transfers. The customer acknowledges that the compensation balance is recorded without any collateral and agrees that he/she may not otherwise require the Vigiler platform to release, allocate or use it.

How can I reduce my compensation balance?

By using the platform’s services, the compensation balance is constantly reduced thanks to the platform fee rebates. For all platform fees paid, compensated customers are entitled to a refund of 60% for most services.

In addition to the platform fee rebate, from 31 December 2023, the Vigiler platform will also start to compensate from the reserve fund. The rate and frequency of this compensation will be half of the reserve fund accumulated up to that date each quarter. This is expected to be a small amount in the first year, but may be more significant after the first year depending on market conditions and platform usage.

If the customer does not wish to actively use the services or does not consider the release from the reserve fund to be fast enough, he/she will have the possibility to sell his/her compensation balance through the Compensation Balance Auction.

Who should buy or hold a compensation balance?

If you have a compensation balance or an activated badge on your account, your account will be “Premium account” mode, which allows you to run multiple Superposition, DualSwap and Collateral Options without any restrictions. In the absence of this, these extra services are available at the Basic account level with significant limitations.

Through the compensation balance, our customers also benefit from a platform fee rebate. The basic rule for the payment of platform fees is that 60% of the fee is refunded. An exception to this rule is the payment of interest on a loan:

  • When a customer takes out a loan, they owe money to the Savings Pool. The Savings Pool consists of customers who have allocated their assets from their Wallet to the Savings Pool in exchange for interest income.
  • Loan interest is a platform fee only if the interest paid is higher than the “Savings rate”
  • The Savings rate can range from 0-80% in a near exponentially increasing manner depending on how much of the Savings Pool associated with the loan is allocated.
  • The portion of the interest paid that is between the Savings rate and the percentage of interest paid is the platform fee. If the interest rate on the loan is lower than the Savings rate, no platform fee is incurred and in this case no platform fee refund is made.
  • If the interest paid is higher than the Savings rate, the more is accounted for as a platform fee, of which 60% is a platform fee refund if the customers concerned have a compensation balance or have activated a badge on their account.
  • The 60% platform fee rebate is shared between the customers, half of which is paid to the customer who paid the loan, and the other half to the “Savings Pool interest premium”.
  • “Savings Pool interest premium”: Customers who have provided liquidity to the Savings Pool that is the source of the loan.

What is the difference between the benefits I get from Badge and Compensation Balance?

A Badge activated on a customer’s account gives the same benefits as if the customer had a compensation balance. So you can benefit from both “Premium account” mode and platform fee rebates.

It is important to note that each activated Badge provides the above benefits for 30 days, after which they will expire immediately.

Where and how can I ask for help?2024-02-03T09:55:48+00:00

Contact the [email protected] email address for reaching out to the colleagues of the platform.

What are the withdrawal fees?2024-02-04T10:51:24+00:00

The amount of the withdrawal fees depends on the types of cryptocurrencies and selected chain, but not the amount.

You can always find the actual withdrawal fees on the following link: https://api.vigiler.io/vigiler/api/v1.0/public/fees

What is the minimum withdrawal amount?2024-02-04T10:57:09+00:00

Minimum payout amounts: the Vigiler platform reserves the right to apply a minimum payout amount per assets and chains. The Vigiler reserves the right to set a minimum payment amount. Customers can contact the Vigiler platform’s customer support if they request a payment below the minimum amount. Customers can check the current minimum payment limits in the web application.

The actual fees and minimum amounts can be found online at the following link: https://api.inlock.io/inlock/api/v1.0/public/fees

How Vigiler distribute the paid platform fees?2024-02-04T11:05:53+00:00

Vigiler applies a different platform fee utilisation and distribution mechanism based on fee payer account level:

Premium accounts: Where the transaction generating the platform fee involves one or more clients who are on premium account level, 20% of the platform fee is allocated to operating costs; 10% is allocated to replenish the reserve fund; a further 10% is allocated as compensation yield reserve, and the remaining 60% is allocated to the client or clients involved in the transaction as fee rebate.

Basic accounts: Where the transaction generating the platform fee involves only a client or clients who are on basic account level, 20% of the platform fee will be allocated to operating costs, 20% will be allocated to new developments, and 60% will be allocated to the reserve fund.

Where several customers are involved in a transaction (e.g. superposition or collateral position) and several of them are on premium account level, they will receive their share of the platform fee in proportion to their share of the platform revenue from the specific transaction.

What is the Superposition?2024-01-27T17:01:10+00:00

The Superposition product implements a fully automated grid robot technology, which performs automatic trading based on client-defined parameters without any supervision or intervention. To get started, all the client needs to do is specify the market (coin pair), the amount of money he wants to allocate and whether he wants to run the robot for the short or long term. In addition, it is also possible to optionally set stop-loss and take-profit levels, which determine how much the robot will automatically stop if the exchange rate loses or gains.

Superposition utilise the volatility in crypto markets. It works by generating small buy and sell orders from the capital and automatically opening the opposite side of the order when they are filled, essentially creating a grid structure on the selected price range. It generates profits by matching lower buys with sells at higher rates.

Short-term positions can generate very high returns for a few weeks to a month on average, but can become passive positions in the long term if the price of the selected crypto asset changes significantly (more than ~20%) in either direction. The expected return on a long-term position is below the short-term return, but it has a significantly higher tolerance level for exchange rate movements, so it can consistently generate profits from volatility even if the exchange rate moves within 40%. For a short term option, the “narrow” option should be selected when creating the Superposition, while for a long term option the “wide” option should be selected.

Clients can continuously access statistics of currently running superpositions and important data of the supported markets (coin pairs), including their short, medium and long term volatility, at the following link: https://api.vigiler.io/vigiler/api/v1.0/public/sps?lang=en

Given that the Superposition product generates its profits from market volatility, it is highly sensitive to market volatility and its operation is highly dependent on the availability of the exchange running the algorithm. In view of these considerations, the operation of the Superposition product requires active monitoring by clients. Therefore, before using the product, you should be familiar with its operation, possibilities and risks.

How can I protect my Account?2024-01-31T07:12:00+00:00

Security Reminder: check the URL you are visiting and enable 2FA. Do not disclose your password or make transactions with anyone claiming to be Vigiler employees. Vigiler staff will never ask your password!

Security checklist

– Make sure you are visiting app.vigiler.io to prevent any phishing attacks. Only download the mobile apps (for example: Google Authenticator or password managers) from official app stores!
– Never install any browser plug-ins that claim to be associated with Vigiler
– Never share any personal account details to anyone that claims to be an Vigiler Support Representative.
– Never tell your password or 2FA codes/keys to anyone, including Vigiler Support.
– Never send funds to anyone claiming to be a member of Vigiler Support.

On Vigiler platform the 2FA protection (two-factor authentication) is mandatory to register new withdraw addresses and to use account security and fund protection related services. We strongly advise our customers to use 2FA authentication. Please make sure that you are using the official Google Authenticator or Authy application from Google Play or the Appstore!

Email-based security, temporary lock and forced account lock

INLOCK platform generates email warnings from security events, for example: password reset, disable 2fa or temporary account lock after 5 invalid login attempts. In these emails, you can find a “LOCK ACCOUNT” button, to close your account until you can reach out INLOCK support.

Secondary email verification for withdrawals

When you record a withdrawal request, you will get an email verfication which contains all relevant information regarding your request. Please doublecheck all necessary information before approve your withdrawal request! Are approved and performed withdrawals are final. Vigiler cannot revert your performed withdrawals! Sending money to an invalid address may result in a permanent loss.

Time-locks for better funds protection

Strong Fund Protection and HODL mode give you the opportunity to take the security of your Vigiler account to an even higher level! With Strong Fund Protection, you can only initiate payments to pre-recorded withdrawal addresses, and no internal transfers can be initiated on your account while the Strong Fund Protection lock is active.

Increase the protection even further; the HODL mode does not allow withdrawals to previously white-listed addresses either. This can be useful if you are going on holiday or want to reserve your crypto to use it later.

With the time lock for security functions you can easily manage the strong fund protection and HODL mode locked times between one hour and one month. You can use them from now as the preset time limit when white-listing new addresses.

Time-locks by default is 24 hour on all newly created Vigiler account. Please note that Customer Support is not able to override the time-locks or to approve a newly recorded withdrawal address.

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