What is Unfreeze Account?

If your account was previously frozen via self-service, you can now unfreeze it by using the [Unfreeze Account] self-service function to regain access.

How to Unfreeze Account?

1. Visit CoinEx official website (https://www.coinex.com), enter your email and password on the “Log In” page, then click [Log In] and choose [Unfreeze Now] in the pop-up.

Note: You can also click HERE to visit the [Unfreeze Account] page directly.

2. Read the Reminder and click [Apply to unfreeze].

3. Enter your email and password, and click [Next].

4. Get and enter the email verification code, then click [Next].

5.  After verification, you will need to submit documents for review.

(1) KYC account: Complete the biometric authentication:

a. Click [Facial Verification].

b. Click [Continue].

c. Select [Continue on this device] or [Continue on phone] based on your device.

d. Select your country of residence, then click [Continue].

e. Click [Continue] and start facial verification. Here're tips for a smooth verification process:

• Prepare your camera: Ensure your camera is functioning properly.
• Choose a well-lit area: Complete the authentication in a well-lit space, avoiding dark or backlit environments.
• Ensure your face is within the frame: Make sure your face is fully visible and centered within the frame.
• Avoid wearing hats, glasses, or masks: To ensure successful authentication, please avoid wearing hats, glasses, or masks.

After submitting your biometric verification, please be patient as we review your submission.

(2) Non-KYC account with deposit / withdrawal records: Upload photos of the front and back of a valid government-issued document, a selfie photo of you holding your ID and a handwritten statement, and transaction screenshots from the counterparty

a. Supported documents: ID card, driver's license, and passport.

b. The statement should include the phrase "Apply to Unfreeze CoinEx Account" (In ENGLISH) and the application date.

c. Ensure your full face and shoulders are within the frame, and all texts on your ID are fully visible.

d. Transaction screenshots from the counterparty

• For deposits to CoinEx, take a screenshot from the App or website where you SENT the funds.
• For withdrawals from CoinEx, take a screenshot from the App or website where you RECEIVED the funds.
• Crypto name, amount, transaction address and TXID should be included in the screenshot.
• Screenshots taken from email inbox or block explorer will NOT be accepted.

(3) Non-KYC account & no deposit / withdrawal records

No document is required. Please submit the application directly for review.