1.Please confirm if your deposit is above minimum limit. Any deposit below minimum limit will NOT be added to your account and it is NOT refundable. 2. Confirmations on the blockchain network are required to credit deposit and NO ONE is able to interfere. Time for block generation varies from coins to coins and so do required confirmations. When your deposit will be confirmed depends on network crowdedness. You can see your transaction status by entering TXID in its block explorer. When your transaction has enough required confirmations, your deposit will be added to your account balance. Please refer to the link below for more information about deposit: https://coinex.zendesk.com/hc/articles/360006124193
Please provide us with the following information to confirm your transaction as soon as possible.
If your assets were wrongly sent to a wallet or other exchange, CoinEx can’t retrieve the assets due to the irreversibility of Cryptocurrency. If your deposit address belongs to CoinEx exchange, please submit a ticket and describe your situation in details. We will see if it is recoverable.
如您充值的币种为XMR，且忘记或错误填写Payment ID。 请提供转出平台或钱包的提币记录截图（不是从区块流览器里查到的转帐细节截图），请务必保证CoinEx的目标位址和充值数目在截图内。请提供以下资讯，便于我们为您核实解决。 如您充值的币种为EOS，且忘记或错误填写Memo，我们将无法为您找回该充值。 如您充值的币种为XRP，且忘记或错误填写Tag。我们将无法为您找回该充值。 下次充值前，请务必仔细确认充值地址和Payment ID/Memo/Tag，以避免不必要的损失。
If the deposit problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.
1. If your withdrawal request remains “Pending”, you can go to [Withdrawal Details] to [Cancel] this request. 2. Cancellation is not available if your request is “Audited” or “Sent”. If your coins are sent in the network, please contact support from your recipient for help. However, if you do not know the owner of this address, your assets will be LOST and NOT refundable. Please refer to the link below for more information about withdrawal: https://coinex.zendesk.com/hc/articles/360006124733
If your withdrawal to other exchange does not include a Payment ID/Tag, please contact support from your recipient and describe your situation in details, including TXID and related information.
If the withdrawal problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.
1. It might take a while due to overcrowded SMS network, please try again 30 minutes later. 2. Binding Mobile will level up your account security and please ensure your Mobile number is able to receive messages promptly. Due to SMS delay or service incompatibility with services providers, CoinEx only supports Mobile binding in countries and regions with stable mobile carrier services. If you can’t find your country code in the list, we strongly suggest you bind and use TOTP Authentication instead.
Depending on the service of different carriers, there might be delay in Email delivering and sometimes your emails can take up to 10 minutes to arrive. If after more than 10 minutes the email is not in your inbox, it is possible that your internet provider is marking the verification emails as “Spam”. In this case, please check your Spam/Junk folder first. If one of our messages are found in these folders, you should have the option to mark them as ""Not Spam/junk"".
If the login problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.
We can help you changing the bound Email address. For your assets security, we need the following documents before helping you binding Google Authenticator: 1. Picture of you holding your valid documentation (ID, passport, driver license) and a hand-written paper that contains contents as followings: 1) Date of application; 2) Your CoinEx account information (Nickname, Phone number, Email address); 3) Your request (Changeing bound Email address of my CoinEx account fromXXXXX to YYYYY). 2. Picture of your valid documentation (ID, passport, driver license) including front and back side. 3. Records of SMS or Email that CoinEx sent to you (including deposit/withdraw or login records on CoinEx ). We might require additional information according to the amount of your assets.
We can help you binding Google Authenticator. After binding, you can log in via Google Authenticator and change Bound phone number by yourself. For your assets security, we need the following documents before helping you binding Google Authenticator: 1. Picture of you holding your valid documentation (ID, passport, driver license) and a hand-written paper that contains contents as followings: 1) Date of application; 2) Your CoinEx account information (Nickname, Phone number, Email address); 3) Your request (Bind Google Authenticator to my CoinEx account). 2. Picture of your valid documentation (ID, passport, driver license) including front and back side. Your face, the words of the hand-written paper and the words on your valid documentation should both be clear and visible. We might require additional information according to the amount of your assets.
We can help you rebinding Google Authenticator. For your assets security, we need the following documents before helping you rebinding Google Authenticator: 1. Picture of you holding your valid documentation (ID, passport, driver license) and a hand-written paper that contains contents as followings: 1) Date of application; 2) Your CoinEx account information (Nickname, Phone number, Email address); 3) Your request (Rebind Google Authenticator to my CoinEx account). 2. Picture of your valid documentation (ID, passport, driver license) including front and back side. Please make sure the words in the paper are clear and legible and your whole face can be shown in the picture. Your face, the words of the hand-written paper and the words on your valid documentation should both be clear and visible. We might require additional information according to the amount of your assets.
If the security problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.
Please describe your issues and submit screenshot(s) in the attachment if there is any.
1. Please upload valid documents, make sure they are clear, complete with all information displayed. 2. Please make sure your photos are not edited and copies are not allowed. 3. Please make sure the content on the hand-written statement is “CoinEx” and the exact date. 4. Please make sure you are the only one in the photo. 5. Your face, the words of the hand-written statement and the words on your valid documentation should both be clear and visible.
If the ID verification problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.
From 0:00 July 1st, 2018 (UTC), CoinEx will adopt a "Trade-driven Mining" method to release 3.6 billion CET for free allocation to CoinEx users. We will calculate 100% of our transaction fee income into CET against the real-time rate and give them away to all traders proportionately to their trading volume. Rules: 1. Qualification: For the accounts with AT LEAST 10,000 locked CET. 2. Duration: EST. 180 days in total with an EST. daily yield of 20 MILLION CET. 3. Difficulty: The upper limit of CET for hourly mining yield per account. To balance daily CET yield, CoinEx will readjust "mining difficulty" at 0:00 (UTC) every day based on earnings and difficulty of the last day. The initial mining difficulty is 50,000 i.e. the upper limit of hourly mining yield for an account on the first day is 50,000. Please refer to the page of “Mining” (https://www.coinex.com/mining) for current difficulty, the API is also available to access current difficulty. 4. Payout: Calculated and allocated at every o'clock against the real-time CET price. 5. CoinEx reserves the rights of final explanation of readjusting rules of Trade-driven Mining.
As the official value-added token, CET represents exclusive services and privileges on CoinEx. During Trade-driven Mining, starting from 0:00 July 1st, 2018 (UTC), CoinEx will allocate 80% of our daily transaction fee income (including all coin types) to ALL CET holders proportionately. Rules: 1. Qualification: Min. holding of 100 CET. 2. Distribution: CoinEx will allocate our daily transaction fee income (including all coin types) to ALL CET holders proportionately (i.e. Your CET balance/Total CET). For instance: If our daily transaction fee incomes include BCH, BTC, CET and USDT, you will receive 80% of these incomes in BCH, BTC, CET and USDT proportionately. Attention: You will receive 0 dividend when the amount is below 0.00000001. 3. Calculation: Every o'clock from 1:00 to 24:00 (UTC), we will take an hourly snapshot of your CET balance and allocate 80% of transaction fee income of the last hour to ALL CET holders on the snapshot. These dividends will accumulate on an hourly basis. 4. Allocation: Your daily dividend will be sent to your account at 00:00 (UTC) of the next day. 5. Duration: From 00:00 July 1st, 2018 (UTC) to the end of "Trade-driven Mining". 6. CoinEx reserves the rights of final explanation of readjusting rules of Dividend Distribution.
You can also invite friends with your referral link to sign up and win their transaction fees as reward. During Trade-driven Mining, the referral reward ratio will be adjusted to 20%. Only users that sign up with YOUR referral link or code are counted as YOUR referrals. When your referred friend has traded successfully, your referral reward will be calculated into CET at 00:00 of the next day against real-time rate and allocated to your account (There might be payment delay).
We are careful and responsible when it comes to selecting up-and-coming blockchain trading varieties and we will continue with our commitment to delivering professionalism and more cryptocurrency trading choices with good investment potential.
In order to secure asset safety and save users the trouble, we will help all the asset holders to complete the token swap process. Asset holders don't need to do anything.
If the promotion & arrangement problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.
1. If you have any unexecuted orders: Check if your orders offer competitive price so that the orders are likely to be matched counterparty (bid/ask) price earlier. You can cancel the orders and place new limit orders with more competitive price. 2. If you can't cancel the order or encounter other problems, please submit a ticket and describe your situation in details so that we can check for you.
If the trading problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.
Please submit a ticket and describe the code error so that we can check for you.
If the API problem doesn't fall into the category above, please submit a ticket and describe your situation in details so that we can check for you.