How to reset email if it is unavailable?

1. Click HERE to enter the [Reset Email Verification] page.

2. Read the [Reset instructions], tick the "I Agree" checkbox, and click [Confirm].

3. Enter your email, click [Password Verification] to fill in your password, and click [Next].

If you can't remember your password, please click [Forgot Password] to submit documents for verification.

After resetting your email, you will be able to change the password. (Please refer to How to Reset Login Password.)

4. Select [TOTP/SMS Verify]. Obtain and enter 2FA code, and click [Next].

Notes:

(1) If one of your 2FA security tools is not available, please click [Switch verification tool] to use another security tool to for verification.

(2) If all your 2FA security tools are unavailable, please click [Unable to use security tools] to submit documents for verification. After changing your email, you can reset your 2FA.

5. Enter a new email address that is not registered in CoinEx, obtain and enter the "Email verification code", then click [Next].

6. After verification, you will need to answer security questions or submit documents for manual review.

Option 1: Answer security questions

(1) Read the reminder carefully, and click [Start now].

(2) There are 4 questions related to your account. Each question has one or multiple correct answers. Please choose the correct answers based on your account details.

(3) If your answers are all correct, your email will be reset successfully. Click [Back] to log in with your new email account.

(4) If you fail to answer all the questions correctly, you can choose [Continue] to answer questions again or [Submit documents] for manual review.

(5) If you have used up 3 chances, you can only submit the documents to reset your email. Please click [Continue] to submit documents.

Option 2: Submit documents based on your account status

(1) If your account has no assets and both the email and password/2FA are lost, we recommend that you register a new CoinEx account.

Please click [Confirm] to create a new account on the registration page.

(2) If your account has been verified, please upload a selfie photo of you holding the ID document and a handwritten statement.

a. The statement should include the text "Apply to reset Email on CoinEx" and the application date.

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

(3) If your account has not been verified or your ID verification is considered invalid, please upload transaction screenshots/video from the counterparty.

Requirements for the screenshot:

• 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 explorers will NOT be accepted.

Requirements for the video:

• The video should be recorded by another device. Your face and the recording time should be visible.
• The transaction details should include the token, amount, time, and TXID/address.
• The video recorded on CoinEx, blockchain explorers, or mailbox is invalid.
• The video should not be larger than 10MB and must be in either MP4 or MOV format.

Note: The withdrawal service will be suspended for 24 hours after resetting the email.

How to change email?

1. Visit CoinEx official website (https://www.coinex.com), log in to your account, and select [Security Settings] from the dropdown menu under the [Avatar] icon in the top-right corner.

2. In "Security Settings" page, click [Change] on the right of "Email".

3. Click [Continue] to proceed to the next step if you are sure about changing the settings.

Note: Please bind a 2FA security tool (Mobile / TOTP / Passkey) before changing Email.

4. Obtain and enter the "Email verification code", then click [Next].

5. Based on the security tools bound to the account, complete 2FA verification using one of the security tools (SMS verification / TOTP verification/ Passkey). Then click [Next].

Notes:

(1) If the current 2FA security tool is not available, click [Switch verification tool] to use an alternative method to verify.

(2) If all your 2FA security tools are unavailable, please click [Security authentication unavailable?] to reset the security tool. Once the tool is reset, you can change your email.

6. Enter a new email address that is not registered on CoinEx.

7. Obtain and enter the "Email verification code", then click [Next].

8. Email is changed successfully after the above steps.