Support

Getting started

What is coup?

coup is a community based exchange platform.
You can offer things you no longer need or, and exchange them for tokens instead of money, building a digital in-app balance. Your balance can also be earned by supporting local businesses through visiting them and redeeming exclusive coup discounts there - saving you real money and paying you back within the coup wallet.

Does coup cost anything?

No. The app is free and no money moves between users — exchanges are settled in tokens. What you pay at a partner for a discounted purchase is a normal transaction between you and that business.

Who can use coup?

Anyone aged 18 or over. One account per person, and the account is personal — please don’t share your login.

Which devices are supported?

coup runs on recent versions of iOS and Android. If the app won’t install, update your operating system first — the store hides the listing on versions we can no longer support.

Account & sign-in

How do I sign in?

With an email address and password, with Sign in with Google, or with Sign in with Apple. Use the same method every time — signing in with Google to an address you originally registered with a password creates confusion about which account is yours.

I forgot my password.

Tap Forgot password on the sign-in screen and we’ll email you a reset link. Passwords are stored only as salted hashes, so we can’t look yours up or read it to you — resetting is the only route.

The verification or reset email never arrived.

Check your spam and promotions folders first, and confirm the address you typed.

If nothing turns up, email us from the address you registered with and we’ll verify the account manually.

How do I change my name, photo or interests?

Open your profile and tap Edit profile. Your profile name, picture and interests are visible to other users; your email address never is.

How do I delete my account?

In the app: Profile → Settings → Delete account. No reason needed. Your profile, listings and images are deleted or anonymised straight away, and copies inside our encrypted backups are overwritten within 30 days at the latest.

You can also start the process at thecoup.nl/delete-account. Note that deleting your account causes any remaining tokens to lapse.

Someone else is using my account.

Change your password immediately, then email us so we can end the other active sessions and check for damage. Include roughly when you noticed it.

Tokens

What are tokens?

Tokens are an internal unit of account inside coup. They are not money, not e-money and not a crypto-asset: they can’t be bought, sold, paid out or traded outside the app, and they have no monetary value. They exist so that people can exchange goods and help without cash changing hands.

How do I earn tokens?

By offering something another user likes and requests from you and by redeeming discounts at partner businesses, which credits you payback tokens.

My balance looks wrong, or tokens are missing.

Open your token history first; most surprises are a redemption or an exchange that settled later than expected. If it still doesn’t add up, email us with the date, the listing or partner involved, and what you expected the balance to be.

Can I transfer tokens to a friend, or cash them out?

No. Tokens move only through the features built into the app, and they are never converted to money. Trading tokens for cash is against our Terms and leads to suspension.

What happens to my tokens if I delete my account?

They lapse without compensation. If you have tokens you want to use, spend them before you delete the account.

Exchanges between users

How does an exchange work?

You find a listing, message the other person in the app, agree on a handover, and confirm the exchange so the tokens move. The agreement itself is between the two of you — coup provides the place to find each other, the chat and the token settlement.

The item wasn’t as described, or the other person didn’t show up.

Try to sort it out in the chat first — most of these are misunderstandings about condition or timing. coup is an intermediary and can’t award compensation or force a refund, because the deal is directly between the two users.

What we can do is act on the account: if someone breaks the rules or misleads people repeatedly, report them and we will review it and take action.

Any advice on meeting someone safely?

Meet in a public place, keep the arrangements in the app chat so there is a record, bring someone with you if the item is large or valuable, and don’t share your home address until you are comfortable. Trust your instincts and walk away from anything that feels off.

Can I sell things for money on coup?

No. coup is for private, non-commercial exchange. Asking for cash in connection with a listing, or using the platform to run a business, isn’t allowed.

Partner discounts

How do I redeem a discount?

Open the offer in the app at the partner’s counter and confirm the redemption there. Payback tokens are credited only when a redemption is confirmed through that feature, so do it on site rather than afterwards.

The discount wasn’t honoured at the shop.

Partners set and manage their own offers and can change, pause or end them at any time, so the conditions on site are what counts. That said, tell us which partner and when — if an offer in the app is out of date, we want to fix it.

I redeemed an offer but got no payback tokens.

Email us with the partner name, the date and roughly the time. If the confirmation didn’t go through on the day, we can check the record and credit it.

I run a business and want to become a partner.

We’d like to hear from you — email us with the name of your business and what you have in mind.

Safety & reporting

How do I report a listing, a message or a user?

Use the report option on the listing, profile or conversation. If you can’t reach it, email us with a screenshot and a link or description. We review reports promptly and tell the person who reported what we decided.

How do I report illegal content?

Through the same reporting feature, or by email — this is our notice-and-action procedure under Article 16 of the Digital Services Act. Describe the content, where it is, and why you believe it is illegal, so we can assess it properly.

What isn’t allowed on coup?

Among other things: illegal, stolen or counterfeit goods, weapons, drugs, medicines, live animals, harassment, hate speech, sexual content, spam, scams and any attempt to manipulate the token system. The full list is in our Terms of Use.

My account was suspended.

You will have been told why. If you think the decision was wrong, reply to that message or email us — you can object and we will look at it again.

Privacy & your data

What data does coup hold about me, and where?

Your account details, your listings and messages, and technical data such as device and log information. It is stored in the European Union (Frankfurt). The full picture is in our Privacy Policy.

How do I get a copy of my data, or have it corrected or erased?

Email us — an informal message is enough. You have rights of access, rectification, erasure, restriction, portability and objection under the GDPR, and we answer within one month at the latest, in practice within five business days.

Does coup track me or show ads?

No. There are no third-party advertising or analytics trackers in the app, no user profiles for advertising, and we don’t sell your data.

Why does the app ask for my location?

Only to show offers and listings near you, and only if you grant the permission. You can refuse it or withdraw it later in your device settings and keep using the app. Listings show an approximate location on the map, never your exact position.

How do I turn push notifications off?

In your device settings under notifications for coup, or in the app’s own notification settings. They are optional and off until you allow them.

Troubleshooting

The app crashes, freezes or won’t open.

Update coup to the latest version, then fully close and reopen it, then restart the phone. If it persists, reinstall — your account and tokens live on our servers, not on the device. Still broken? Email us with your phone model, OS version and app version.

Listings or the map won’t load.

This is almost always the connection — try switching between Wi-Fi and mobile data. On university or workplace Wi-Fi, a captive portal or firewall can block the app while the browser still works.

Photos won’t upload.

Check that coup has photo permission in your device settings, and try a smaller image over a stronger connection. We strip location metadata from every upload, so a photo taken at home doesn’t reveal where you live.

A shared coup link opens the website instead of the app.

Links opened inside another app’s built-in browser (Instagram or LinkedIn, for example) often can’t hand over to coup. Open the link in Safari or Chrome, or use the Open in app button on the page.