If your digital assets are stolen in a hack, fraud, or phishing scam and transferred to CoinEx, we will offer help in accordance with different situations.
1. According to on-chain transactions, if the assets were ONLY transferred once directly from the source account to CoinEx, and are still in CoinEx, please submit a ticket and provide the required documents below:
(1) A detailed description of how and when the event happened, and a handwritten statement that says, "All information provided is legal with no fabrication of facts and no false accusation of others".
(3) Blockchain links (clickable) of all transactions involved in the process.
If there is substantial evidence indicating the assets were indeed stolen and transferred to CoinEx, they will be temporarily frozen by CoinEx.
2. According to on-chain transactions, if the assets were transferred to CoinEx after 2 or more transactions, CoinEx will not be able to determine their ownership. In this case, please contact authorized law enforcement officials. Please refer to the Law Enforcement Request Guide for further instructions.
Once we receive the law enforcement request, we will work directly with law enforcement officials to investigate your case.
3. If the assets were transferred out of CoinEx according to on-chain transactions, please contact the destination platform for assistance. If any relevant transaction information in CoinEx is needed, please contact authorized law enforcement officials to submit a law enforcement request.