How to Unfreeze Account

Customer Specialist Team
Updated

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].

Note: If you forget your password, please refer to How to Reset Login Password.

 

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: Upload a selfie photo of you holding your ID and a handwritten statement

a. Please use the same ID document that you provided for KYC verification.

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.

 

(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.

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