Support and FAQs

We are here to help you

How can I withdraw or redeem my Candlestick Coins?

Tap “Withdraw” on the home page of the Candlestick app and fill out the required information to redeem your Candlestick Coin for cash.

Please note: you must complete identity verification to be eligible for withdrawals. If you cannot pass this step, please reach out to Tilia directly (tilia-support@tilia.io) to remedy the issue and conduct a withdrawal.

If “Withdraw” isn't available on your profile page, please contact us at support@candlestick.com and we'll assist you with the withdrawal.

I see a balance in my Candlestick account but I’m unable to withdraw it. Why is that?

1. Check if your balance is above the minimum withdrawal amount of $0.40, or 4,000 Candlestick Coins.

2. Ensure you have verified your identity. This is the first step after clicking “Withdraw”. You must complete this identity verification to be eligible for withdrawals. If you cannot pass this step, please reach out to Tilia directly (tilia-support@tilia.io) to remedy the issue and conduct a withdrawal.

Do I have to pay any fees to withdraw Candlestick Coins?

Candlestick does not charge any additional fees to withdraw Candlestick to USD. However, our payment processor (Tilia) does charge the following fees:

For withdraws between $0.40 (4,000 Candlestick Coins) - $7.00 (70,000 Candlestick Coins) there will be a flat fee of $0.35 charged.
Any amount above $7.00 (70,000 Candlestick Coins) will incur a 5% processing fee on the total withdrawal amount.

Why do I need to share my personal information to withdraw my earnings from Candlestick?

Due to the USA Patriot Act of 2001, we are required to have users go through KYC (Know Your Customer) procedures to assess customer risk and comply with Anti-Money Laundering laws.

How can I share feedback or bugs that I find in the app?

Please reach out to support@candlestick.com or use the Contact US form below.

Does Candlestick store my personal information?

We do not store or sell your personal information.

Does Candlestick store my payment information?

Your payment information is not stored or collected on our servers. Our payment processor (Tilia) handles your payment information in an encrypted and secure manner.

I don't see my country listed on the KYC application.

Look at the bottom of the KYC page and tap on “Not a resident of the USA? Click Here”. Your page will refresh shortly after and you should be able to find your country.

Please contact support@candlestick.com upon still having issues.