Support – Account

BITDAX.IO provides digital asset services to the customers across the globe.

Yet, the access to certain services and trading assets varies depending on the local regulatory requirements in different countries and territories.

Currently, our US customers can buy, sell, trade the following list of the fiat and cryptocurrencies:

Fiat currency
US Dollar (USD)

Cryptocurrencies

Bitcoin (BTC)
Bitcoin Cash (BCH)
Ethereum (ETH)
Litecoin (LTC)
Stellar (XLM)
Gemini Dollar (GUSD)
Cardano (ADA)
USD Coin (USDC)
Basic Attention Token (BAT)
Tezos (XTZ)
Matic (MATIC)
Chainlink (LINK)
0x (ZRX)
Uniswap (UNI)
Wrapped Bitcoin (WBTC)
Dogecoin (DOGE)

We keep working on expanding the list of the supported assets for the US customers, so you can embrace the benefits of decentralized finance with us. Stay tuned for updates.

To start using BITDAX.IO products and services, you need to create an account protected by a strong password.

Find below some essential requirements and recommendations for a password to your BITDAX.IO account.

Your password must contain:

Only Latin characters
At least 8 characters
At least one uppercase letter
At least one lowercase letter
At least one number
At least one special character

If you forgot the password, here’s how to change the password for your BITDAX.IO account.

Additional recommendations:

Do not create the same passwords for your email and other services.

Use password manager apps such as KeePassXC to generate complicated random passwords. Doing so will keep your passwords in a safe place without the fear of losing or someone guessing them. In such apps, you can generate 64-characters and longer passwords.

If you do not want to use a password manager, here are some tips for creating a password yourself:
Use nonsensical phrases
Use a few misspelled words
Use capital letters, numbers, and special characters randomly, without any succession and order
Come up with phrases that you will remember but others will have no idea about associating these phrases with you
Avoid famous quotes
Remember, even a perfect password is not a guarantee of your complete safety online. We recommend using all our security features including 2FA protection. You can connect it to your BITDAX.IO account and to the email account as well.

Currently, BITDAX.IO Savings will be available in the following countries and territories:

1. Aland Islands
2. Albania
3..Algeria
4. Angola

5. Anguilla

6. Antigua and Barbuda

7. Argentina

8. Armenia

9. Aruba

10. Australia

11. Azerbaijan

12. Bahamas

13. Bahrain

14. Bangladesh

15. Barbados

16. Belarus

17. Belize

18. Benin

19. Bermuda

20. Bhutan

21. Bolivia

22. Botswana

23. Brazil

24. British Indian Ocean Territory

25. British Virgin Islands

26. Brunei Darussalam

27. Burkina Faso

28. Cambodia

29. Cameroon

30. Cape Verde

31. Cayman Islands

32. Chad

33. Chile

34. China

35. Christmas Island

36. Cocos (Keeling) Islands

37. Colombia

38. Comoros

39. Congo (Brazzaville)

40. Cook Islands

41. Costa Rica

42. Côte d'Ivoire

43. Curacao

44. Djibouti

45. Dominica

46. Dominican Republic

47. Ecuador

48. Egypt

49. El Salvador

50. Equatorial Guinea

51. Eritrea

52. Falkland Islands (Malvinas)

53. Faroe Islands

54. Fiji

55. French Guiana

56. French Polynesia

57. Gabon

58. Gambia

59. Georgia

60. Ghana

61. Greenland

62. Grenada

63. Guadeloupe

64. Guam

65. Guatemala

66. Guinea

67. Haiti

68. Holy See (Vatican City State)

69. Honduras

70. Hong Kong, SAR China

71. India

72. Indonesia

73. Israel

74. Jamaica

75. Jordan

76. Kazakhstan

77. Kenya

78. Kiribati

79. Korea (South)

80. Kosovo

81. Kuwait

82. Kyrgyzstan

83. Lesotho

84. Liberia

85. Macao, SAR China

86. Macedonia, Republic of

87. Madagascar

88. Malawi

89. Malaysia

90. Maldives

91. Marshall Islands

92. Martinique

93. Mauritania

94. Mauritius

95. Mayotte

96. Mexico

97. Micronesia, Federated States of

98. Moldova

99. Monaco

100. Mongolia

101. Montenegro

102. Montserrat

103. Morocco

104. Mozambique

105. Myanmar

106. Namibia

107. Nauru

108. Nepal

109. New Caledonia

110. New Zealand

111. Nicaragua

112. Niger

113. Nigeria

114. Niue

115. Norfolk Island

116. Northern Mariana Islands

117. Oman

118. Palau

119. Palestinian Territory

120. Panama

121. Papua New Guinea

122. Paraguay

123. Peru

124. Philippines

125. Pitcairn

126. Puerto Rico

127. Qatar

128. Réunion

129. Russian Federation

130. Rwanda

131. Saint Helena

132. Saint Kitts and Nevis

133. Saint Lucia

134. Saint Pierre and Miquelon

135. Saint Vincent and Grenadines

136. Saint-Barthélemy

137. Samoa

138. San Marino

139. Sao Tome and Principe

140. Saudi Arabia

141. Senegal

142. Serbia

143. Seychelles

144. Sierra Leone

145. Solomon Islands

146. South Africa

147. Sri Lanka

148. Suriname

149. Svalbard and Jan Mayen Islands

150. Swaziland

151. Taiwan, Republic of China

152. Tajikistan

153. Tanzania, United Republic of
154. Thailand
155. Timor-Leste
156. Togo
157. Tokelau
158. Tonga
159. Trinidad and Tobago
160. Turkey
161. Turkmenistan
162. Turks and Caicos Islands
163. Tuvalu
164. Ukraine
165. United Arab Emirates
166. Uruguay
167. Uzbekistan
168. Viet Nam
169. Wallis and Futuna Islands
170. Western Sahara
171. Zambia

We’re already working to open Savings to more countries and territories. As soon as it happens, we will make appropriate changes in this article and announcements in social media channels.

2-factor authentication (2FA) is an additional security measure that keeps your funds and personal data safe. If you lose access to your 2FA-generating device, you will be able to access your account after some verification steps. Or, if you use Google Authenticator and have saved your backup key, you will be able to restore access to your account on your own. This article need may be helpful:

How to restore access to your account with the backup key

In case you don’t have access to your phone number/device with 2FA codes, you can submit a request for deactivating the 2FA option on your BITDAX.IO account.

How to submit a request on 2FA deactivation
To optimize the process of resolving such requests and help you faster, we kindly ask you to fill in the 2FA disable form. To access the form:

Go to the BITDAX.IO website
Enter your login and password
Click Sign In

Requesting your account credentials is one of the safety measures to ensure it’s you who initiates access to your account.

At the next step, you will get to the 2FA authentication page. Please, note that you’re not required to enter the 2FA code on this page in case you don’t have access to it.

At the bottom of the page, you will see the link with the text Lost your authentication device? Click on it and you will see the 2FA disable form.

Fill in the 2FA disable request form
Provide your personal information (user ID, first and last name, date of birth, and place of residence).

Then, enter your phone number connected to your BITDAX.IO account together with a country code. Answer the question of whether you have access to this phone number now — choose Yes or No.

Click Next to continue.

2. Enter the details of your latest transactions and click Next.

3. Provide your ID confirmation photos. Specify your document type, click Upload photo and follow the instructions.

When uploading your photos, make sure that:

Your document has a Latin transliteration (or issued in English).

Your document is valid and not expired.

The issue and expiry date are clearly visible. If the expiry date is on the backside, upload an additional photo of the backside as well.

The photo is the original document (not scanned).

All information on your document is clearly readable. Don’t cover the ID document and/or note or submit a photo in which they are blurred.

Photos contain both the document and a handwritten note.

Once you’re ready with photos, click Finish and your request will be sent for processing. We’ll check and verify the information and send you an email with the results.

We kindly inform you that due to the increased amount of requests, it may take us longer to answer you. The waiting time can take up to 72 hours.

If you submitted everything correctly, the 2FA will be disabled on your account so you can log in and enable it back.

Please note: to process your request, we might need some additional information. In that case, we'll ask you for it via email or live chat.

Two-factor authentication, or 2FA, is an extra layer of security that helps keep your account and funds protected. When 2fa is enabled, you should log in to the account using a one-time password that is only valid for 30 seconds. So, no one except you can access your account and funds. We at BITDAX.IO are working to ensure that all accounts are protected from any possible attacks, and by default, we suggest adding 2FA.

You can enable 2FA on your BITDAX.IO account in two methods: by using your phone number or a special Google Authenticator app. We recommend the Google app method, as it doesn't require a good network connection. Besides, the Google app is more secure for receiving 2FA codes compared to the SMS/phone calls since there are SIM swaps and other phone number-based hacks.

To enable 2FA on your BITDAX.IO account:

Log in to your account
Go to your Profile and select the Security tab

Click Enable 2FA


Then you should choose the method you want to receive your 2FA codes.

SMS/phone method
This type of 2FA provides a code via SMS messages or phone calls. You should have a valid and actual phone number to activate this option.

To enable 2FA via the SMS or call option:

Enter your phone number

Click on either SMS or Call Request


Enter the 2FA code you receive via text message or phone call

Smartphone app method
To enable 2FA using the smartphone app, install the Google Authenticator app on your smartphone. Then, go to your BITDAX.IO account and choose this method on the Security tab of the Profile menu.

Download and save your 2FA backup key. With this key, you can change the device for receiving 2FA codes or restore access to your account if you lose your phone.
Scan the QR code with the Google Authenticator app to link your BITDAX.IO account.



Enter the 6-digit code generated by Google Authenticator and enable 2FA.

This video guide will help you to enable 2FA for your BITDAX.IO account in a few clicks:

The main idea of AML/KYC policy is to prevent risks for companies and their customers being involved in illegal activity. BITDAX.IO conducts ongoing automated monitoring of all incoming and outgoing transactions to discover

-suspicious payments,

-payments to or from the black market,

-transfers of stolen funds,

-potential terrorist funding, to name a few.

We’ve devoted a lot of efforts to sustain continuous, fast, and secure money transfers. To accomplish this, we’ve built a network of partners, both banks and payment processors in different parts of the world. Since BITDAX.IO provides services worldwide, we've designed our AML/KYC policy to comply with international standards and laws.

Therefore, following strict AML/KYC policy allows BITDAX.IO to process:

fast card deposits and withdrawals in different fiat currencies (USD, EUR, GBP, RUB);

international bank transfers via SWIFT in USD, EUR, GBP;

domestic bank transfers via ACH (for USA residents), SEPA (for Eurozone), and Faster Payments (for GreatBritain residents);

deposits and withdrawals via other payment systems like Qiwi, Skrill, Epay.

Secure and fast card deposits and withdrawals
Debit and credit cards are one of the most popular financial instruments all over the world. It is also the most convenient method for online payments. That's why BITDAX.IO made it possible to purchase crypto using your debit or credit card. Each payment processor we add for our users is a result of lengthy negotiations and counterparty risk assessments. So, by following the strict AML/KYC policy we can process instant card withdrawals.

In recent years, along with new technologies adopted in the financial system, debit card payments have become a very convenient and efficient option for money laundering.

At BITDAX.IO we make everything possible to prevent fraudulent activity and protect your card information. That is why it is important to verify your identity when making card deposits or withdrawals. This ensures that only you as a real cardholder can use it.

Reliable international and domestic bank transfers
Initially, deposits and withdrawals on CEX.IO via bank transfers were possible via international money transfer — SWIFT. As a UK-based company, we had domestic EUR transfers, SEPA. Providing them on a stable basis became possible only in 2017. SEPA transfers are faster and cheaper, comparing to SWIFT.

Later, we went out to build banking and payment processing relationships in the US and UK respectively. Fast forward a lot of late nights and long negotiations, and we now have wire transfers and ACH for USD payments and FasterPayments for GBP.

Any bank can terminate their relationships with an exchange due to new regulatory requirements or issues with their corresponding banks. And so does any payment service provider. That means our fiat processing function can only be reliable when we have multiple battle-tested partners to cover every step of processing.

Therefore, thanks to the experience in AML/KYC procedures and the good reputation of CEX.IO, we've got lower limits, cheaper SWIFT withdrawals, and free ACH, SEPA, or FasterPayments withdrawals!

The security of your funds and personal data
Any platform, when not careful about checking its clients, the source of their funds, and their trading activity, risks being used for money laundering. The consequences of this can be the freezing of the platform’s bank accounts and suspending company operations.

That is why verification related to KYC/AML is mandatory for every user we serve. Similarly, we carefully review each bank before sending our clients’ funds there.

Our clients’ fiat funds are stored in the custodial accounts of banks we partner with. The customers’ fiat is always held in accounts separate from the company’s accounts. That means only customers and no one else – not the company, nor its creditors, or any other counterparties – have a claim on these funds.

As you can see, we've done a lot of work to provide you a safe trading environment with a lot of fast and cheap payment options available. We can only be successful with the help of our users. Thank's to the perfect reputation of BITDAX.IO and our customers our existing bank partners trust us more and other banks want to work with us. Thus, we can add more payment options that are familiar to our customers and make crypto trading even more enjoyable.

Every crypto platform has its own rules and policies depending on the services they can provide, the country where they operate, the requirements of partners, etc.

Some crypto platforms can only provide crypto to crypto exchange services. While others, like BITDAX.IO, support fiat to crypto operations. Any company that works with fiat money should follow the government regulations and requirements of banks and payment providers.

A lot of the crypto platforms have their own AML/KYC policy and others don't have it at all. Sometimes, indicating your name, date of birth, and the country of residence is enough to successfully pass the KYC check. Mostly, if you want to make card deposits and withdrawals or use a bank transfer option, you should provide additional information like your identity document and proof of residency.

With implementing the 5th AML directive by the European Union, every crypto platform should perform the strict AML/KYC check and report about the suspicious activity. The European Union is paying close attention to cryptocurrency and has established its first set of rules for how crypto exchanges must behave. A number of businesses that weren't regulated and didn't follow the requirements have been shutting down due to the extensive AML/KYC practices the new law calls for.

Processing fiat subjects any company to a lot of regulatory requirements, and many exchanges simply do not want that. BITDAX.IO is the opposite. We welcome regulation and we’ve held ourselves to high standards from the very beginning. Thanks to the strict AML/KYC policy, we've developed relationships with numerous banks and payment providers. Moreover, we strive to provide services around the globe and need to follow governmental regulations as well.

AML checks usually include transaction monitoring together with users' verification. If the platform is not careful about checking its clients, the source of their funds, and their trading activity, there is a risk for their bank accounts to be frozen. Sometimes, this can lead to suspending company operations.

When we ask you to provide some additional information about your identity or source of income, it doesn't mean we've detected suspicious activity on your account. We just need to follow the AML/KYC requirements and your local laws. Since we've proved ourselves as a reliable crypto platform, our existing bank partners trust us more and other banks want to work with us. This means we are able to provide more payment options for your best crypto experience.

When you choose BITDAX.IO, you take the side of the secure trading environment. Besides, passing the AML/KYC check you can benefit from:

fast card deposits and withdrawals in different fiat currencies (USD, EUR, GBP, RUB);

international bank transfers via SWIFT in USD, EUR, GBP;

domestic bank transfers via ACH (for USA residents), SEPA (for Eurozone), and Faster Payments (for GreatBritain residents);

deposits and withdrawals via other payment systems like Qiwi, Skrill and Epay.

BITDAX.IO welcomes clients from all over the world, with some exceptions due to international and local regulations.

Here is the list of countries and regions, which BITDAX.IO currently doesn’t support:
Afganistan
Bosnia and Herzegovina
Burundi
Central African Republic
Cuba
Democratic People's Republic of Korea (DPRK)
Democratic Republic of the Congo
Ethiopia
Guam
Guyana
Guinea Bissau
Iran
Iraq
Japan
Lao People's Democratic Republic
Lebanon
Libya
Mali
Puerto Rico
Singapore
Somalia
South Sudan
Sudan
Syria
Tunisia
Uganda
US Virgin Islands
Vanuatu
Venezuela
Yemen
Zimbabwe

BITDAX.IO serves US residents in 48 states and Washington DC (New York and Virginia are not supported). However, BITDAX.IO Staking is currently not available to US customers.

There are also some cryptocurrencies that are not available for users from the USA, China, Canada, and South Korea due to the local regulations.

Anti-money laundering (AML) is a term mainly used in the financial and legal industries. AML targets criminal activities including market manipulation, trade in illegal goods, drug trafficking, corruption of public funds, and tax evasion. It usually completed with Know Your Customer (KYC) procedures as the identity verification of customers is an integral element in financial regulations.

The nature of money laundering has evolved over the past few decades. Digital assets and electronic money opened more ways of transferring illicit funds. So, the legislation that aims to fight money laundering has been changed as well.

How does AML/KYC work
AML/KYC regulations require banks and other financial institutions (such as trust companies, insurance companies, and brokerage firms) to understand who their customers are and what type of transactions they perform.

Bad actors tend to pretend someone else when trying to transfer or hide illegally obtained money. So, any company that works with fiat funds must verify its customers to ensure they are who they say they are and have received their funds from legit and clear sources.

Starting from 1970, the requirement to follow AML is fixed on the governmental and legal levels. The Bank Secrecy Act (BSA) was the first official document in AML and became one of the most important tools in the fight against money laundering. Since then, numerous other laws have enhanced and amended the BSA to provide law enforcement and regulatory agencies with the most effective tools to combat money laundering.

Being widespread all over the world, banks and financial institutions have millions of customers. In order to prevent misusing of bank systems for money laundering and provide fast and efficient investigation, banks create profiles based on customer information such as:

Identifying and verifying the identity of customers;

Identifying and verifying the identity of beneficial owners of legal entity customers (i.e., the natural persons who own or control legal entities);

Understanding the nature and purpose of customer relationships;

Monitoring for suspicious transactions;

storing and regularly updating customer information.

Individual customers who visit a bank should bring some proof of identity. It can be a government-issued ID (e.g., driver’s license, passport) and proof of address. Sometimes, you need to provide additional documents required by your bank for making a transaction. The banker checks the documentation physically and determines if they belong to a person who uses it.

Nowadays, you can create a bank account and pass these checks by simply providing documents online. Many financial institutions are now using the online identity verification process. Once a banking customer’s identity has been confirmed, it is further verified with a selfie and certified liveness detection. This helps ensure that the transactions are initiated and confirmed by the real legitimate customer.

Why crypto platforms should follow AML/KYC?
Over the years, new AML/KYC laws and requirements were created. One of them, the Money Laundering Suppression Act (1994), required each money services business (MSB) to be registered by an owner or controlling person. MSBs include any individual that deals in currency, cashes checks, or issues or cashes travelers’ checks or money orders. Thus, the crypto platform that works with fiat funds should follow the strict AML/KYC policy. If a platform supports card payments and bank transfers, it should verify every customer to ensure it is not involved in illegal activity.

One more reason for crypto platforms to follow AML/KYC regulations is the anonymous nature of cryptocurrencies. Crypto transactions are very attractive to those who want to hide proceeds or transfer them without being identified. Before implementing AML/KYC policies, it was almost impossible to track the sender and recipient of crypto transactions. That's why the European Union Anti-Money Laundering and Financing of Terrorism Directives obliged crypto platforms of any kind to follow the 5th Anti-money laundering directive.

5th Anti-money laundering directive
The European Union adopted the first anti-money laundering Directive in 1990. The main goal was to prevent the misuse of the financial system for money laundering. It states that obliged entities shall apply customer due diligence requirements when entering into a business relationship (i.e. identify and verify the identity of clients, monitor transactions, and report suspicious transactions). This legislation has been constantly revised in order to mitigate risks relating to money laundering and terrorist financing.

The Fifth Anti-Money Laundering Directive (5AMLD) was adopted on 30 May 2018. In fact, it was created to address possible gaps in the EU’s anti-money laundering (AML) and counter-terror funding (CFT) regime.

Under the 5AMLD:

cryptocurrency exchanges are now considered “obliged persons” and therefore required to comply with the AML/CFT requirements. This includes filing suspicious activity reports and carrying out customer due diligence (CDD).

A legal definition of cryptocurrency may be regarded as “a digital representation of value that can be digitally transferred, stored or traded”.

Financial Intelligence Units (FIU) are allowed to obtain the addresses and identities of owners of virtual currency.

Providers of cryptocurrency exchanges and wallets must now be registered with the competent authorities in their domestic locations.

BITDAX.IO is a regulated platform and we follow the 5th AML directive. Our main goal is to provide you a safe trading environment while providing a range of payment options. By following AML/KYC we build and develop robust relationships with bank and payment providers. You can find more details in our AML/KYC policy or in Help Centre articles.

In order to get your account deleted please contact the support team by sending a request via chat from the email your account has been registered with and your inquiry will be processed within 7 business days.

Please note that according to our Privacy policy and in accordance with our record-keeping obligations we will retain Accounts and Personal Information only for as long as it is necessary for the purposes described in Privacy Policy and our own legal and regulatory requirements.

Our team is closely monitoring users' activity on BITDAX.IO to prevent unauthorized access to their accounts.

In case you are getting Authorization emails or unauthorized 2FA notifications (not requested by you) sent to your phone number, your email and/or BITDAX.IO account might have been compromised.

What to do?
We highly recommend to logout of all the active email sessions and change your BITDAX.IO password immediately.

Check the list of devices that have been linked to your BITDAX.IO account. If there are any no longer used or even unrecognized ones, make sure to delete them.

To do this:
1. Log in to your BITDAX.IO account, hover the cursor over your name in the top right-hand corner, and choose "Profile" from the drop-down list. Go to the "BITDAX.IO Mobile" tab.

2. Check the connected devices under the "Device Status" tab.

3. Delete all unused or unrecognized devices.

It is also important to make sure that your email and BITDAX.IO passwords are strong enough and different from each other.

More security tips for your crypto holdings you can find in our blog:

Do Not Become a Victim of Scams in Telegram Crypto Communities

Save Your Assets from a Mousetrap of Fraudulent Investment Managers!

7 most common crypto scams: what they are and how to avoid them

8 non-trivial crypto security tips

If you have any questions, please contact our support team via chat.

First of all, do not panic. All the activity to remove funds from your account requires multiple confirmations (email link + 2FA for withdrawing BTC, for example), so if your account security was properly set up, it would be almost impossible to do damage to you.

If you believe your account got hacked:

Notify the support team via chat about the hack.

We will freeze the account making it inaccessible to anyone.

Make sure your email account has no unauthorized sessions open, reset passwords, and 2FA on your email.

Confirm that your email is secure and provide all the necessary information to unfreeze your account.

After the account is unlocked, reset your password and 2FA immediately.

BITDAX.IO support will investigate this issue.

Since all important actions on BITDAX.IO account require an email and/or 2FA confirmation, we will need to check the email address associated with this account.

We will collect information on the unauthorized events (IP and timestamp) and forward it to you for further investigation by your local authorities.

BITDAX.IO is not responsible for your personal email account breach.

BITDAX.IO staff will provide assistance to determine the identity and location of the hacker and will take all actions possible, to return any lost funds to the owner.

If you are not receiving the confirmation emails, please follow the instructions below:

check your junk/spam box. The emails might have landed there instead of your inbox;

add "@cex.io" to your email safe list;

check if any filters are set up on your account that mark emails from BITDAX.IO as read and send them to a separate folder;

make sure there are no issues with your mailing server.

If the problem is still not resolved, you can always contact the support team via chat for us to probe deeper into this matter and get it resolved. Make sure to mention that you have already done the above actions to speed up the investigation process.

SMS/Phone 2FA: This issue may occur if the SMS code is delivered late and has already expired. Most of the time late deliveries are resolved by SMS/Phone providers in a matter of hours. If the issue persists please contact support via chat.

Google Authenticator: Invalid tokens are caused by incorrect device clock settings. Your clock must show the correct local time, date, and time zone to work properly. Android and Windows phones have an option to correct for time errors inside the Authenticator app properties if you do not wish to sync your clock. iPhones must be set to use internet time to make sure the clock is synced properly.

Self-assistance

You may require access recovery if you have lost some of your login credentials. First, check the following articles:

What do I do if My 2FA token is always invalid?

What do I do if my phone is lost or damaged?

Still can't do it. Please help!

If you are unable to restore the access yourself, you will need our assistance to reset some of your credentials. We adhere security of your account, thus all of the info requested should be provided via chat in order to prove the ownership:

1) username;
2) phone number linked to your CEX.IO account (together with the country code);
3) do you have access to this phone number now?;
4) details of your latest transactions (time and date, currency, amount, transaction type: deposit or withdrawal/trading, etc) Example: 22 March 2019, 2.00456 BTC, deposit;
5) residential address, used for verification. If you have not applied for verification yet, provide us with your current residential address (Country, City, Street). Example: 24th Floor One Canada Square, Canary Wharf London E14 5AB, United Kingdom;
6) issuing banks names of all your payment cards linked to BITDAX.IO account (in case if you have ever passed the Card Verification with us) Example: Barclays Bank, Bank of England.

As per our KYC policies, you will also be asked to provide:

A separate photo of the valid government-issued identification document with a sheet of paper which reads: "CEX.IO, 2FA disable" + your name and the current date. Examples include a Driving Licence, Passport, or National ID Card.

A photo of you holding the same document next to a sheet of paper which reads: "BITDAX.IO, 2FA disable" + your name and current date; that is your selfie with the document and a sheet of paper with handwritten text.

Please make sure that the document was not issued more than 10 years ago and is not expired, hence the issue and expiry dates should be clearly visible.


Once you provide all of the above-mentioned information, it will be reviewed. However, if any additional details are needed, you will receive a reply requesting this information.

For higher security measures of your account, we may give you a call and ask you to send us a video in addition to all the above.

Since BITDAX.IO is a regulated cryptocurrency exchange, we must identify our users. We ask the users to complete Identity verification in order to comply with the AML/KYC policies.

Once you pass Identity verification on BITDAX.IO, you can:

buy crypto instantly using your debit/credit card

make card deposits of up to $3,000 and withdrawals of up to $10,000 daily

trade available cryptocurrencies using market/limit orders and API tools

use Epay, Skrill, and QIWI payment options

You can find more details on the Limits and Commissions page.

Preparing for identity verification on BITDAX.IO
Before you start the verification process, prepare all the necessary documents:

- Your international passport, government-issued national ID card, or driver’s license

This document should be valid and internationally recognized. Check that it’s issued with Latin characters or with Latin transliteration of the main fields.

- Your Social Security Number (for US residents)

An Identity verification application consists of two parts:
stating your country of residence

providing a document proving your identity.

Here are the steps to verify your identity on BITDAX.IO.
1. Indicate your country of residence
Pick the country where you are a resident from the drop-down list and select your state/province. If you’re a US resident, also indicate the county and your Social Security Number (SSN).


As an additional security measure, we ask you to provide and confirm your phone number by SMS code. If you have previously verified your phone, you can skip this step and proceed to the next one.

2. Submit proof of identity document
You’ll need to provide:

a photo of your identity document

a selfie with this document

your first and last name, nationality, and date and place of birth

identity document details (serial number, date of issue, issuing country, expiry date)

Follow these steps to submit your proof of identity document:
1. Indicate which document you will use

It can be an international passport, government-issued identity card, or driver’s license.

2. Choose how to submit your photos

You’ll need to provide a photo of your document and a selfie with it. To submit your photos, you can upload files from your computer or take photos with your phone camera.

Important: Please do not use any photo editors to modify your identity verification photos.

Use your mobile device

Scan the QR code with your smartphone. You’ll see a link to the verification step for uploading photos. Open this link in your mobile browser. Alternatively, you can copy the link and paste it into your browser.

On the BITDAX.IO page that loads in your mobile browser, click Add photo, take pictures with your phone camera, and check whether all details are clear. If they are, tap It’s readable. If they aren’t, select Retake and take another photo.

Submit files

Press Add photo and select a file on your computer. Supported formats are PDF, PNG, JPG, and GIF.

3. Upload a photo of your ID document

At this step, provide a photo of your original ID document (not a photo of a scan or copy). Whether you’re taking a photo with your phone camera or uploading it from your computer, make sure that all letters and numbers are clearly readable. Click View example to see what a photo of acceptable quality should look like.

4. Upload a photo of the backside of your document

If you use your driver’s license or ID card, you’ll need to upload photos of both the front and back sides of the document.

5. Upload a selfie with the document

Upload a photo of you holding your identity document. Make sure that:

the document is in Latin characters

the document has your signature

all text is visible

you’re looking straight at the camera

the background is a light, neutral color

the photo is in color

there are no red eyes

you aren’t wearing accessories (e.g. sunglasses, a hat, or a headband)

After you’ve submitted a high-quality photo, you can turn back to your computer (if you’ve taken the photos with your phone). If you were uploading photos from your computer, you’ll be redirected to the next step.

6. Provide personal information

At this step, you’ll see a form where you should indicate your gender and enter your first name, middle name (if applicable), and last name. Then specify your nationality as well as date and place of birth.

Important: Your first and last name provided during account registration should be the same as in your Identity document for verification.

7. Provide identity document details

Finally, fill in information from your identity document: serial number, date of issue, issuing country, and expiry date (if there is one). Confirm that you’ve provided the correct data.

Done! You’ve submitted your application for Identity verification on CEX.IO.

If you’ve submitted everything correctly, you’ll get an email from our Compliance Officer confirming successful verification within an hour. You can track the status of your application on the Verification page.

BITDAX.IO - is a trusted and secure platform serving over 4 million customers worldwide where you can easily buy, sell, convert, trade, and earn almost 200 digital assets. Below is a short guide on how to buy your first cryptocurrency on BITDAX.IO.

Register
Go to the Registration page

Enter your email address and create a strong password. We recommend using:

- 10 or more characters

- One lowercase Latin letter

- One uppercase Latin letter

- One number

Confirm your email address

Choose a country and accept Terms of Use and if you want to stay tuned on the latest news and promo campaigns - click on the relevant checkbox "I agree to receive occasional emails".

2. Enable 2FA
To protect your account from unauthorized activity, we strongly recommend enabling two-factor authentication in the Security tab of your Profile.

Google Authenticator option (recommended).
Important: Download and save your 2FA backup key. With this key, you can change the device for receiving 2FA codes or restore access to your account if you lose your phone.

SMS option.

3. Link a credit or debit card
Visa or MasterCard physical card
Visa or MasterCard virtual card
To make deposits and withdrawals to/from your debit/credit card, link it in the Card Manager by entering your card number and expiration date. It’ll take a few minutes.

You can add several cards to your profile and manage them. With the PCI DSS certificate obtained by BITDAX.IO, we ensure that all card information is safe.

Important: Only personal cards, issued to the account holder’s name, are allowed on BITDAX.IO. It’s prohibited to link a friend’s or relative’s card.

4. Complete verification
To meet regulatory requirements and prevent fraudulent activity we ask every customer to complete Identity verification.

The process is designed to be simple and intuitive. After completing it you will be able to do fiat and crypto deposits and withdrawals, buy, sell and exchange cryptocurrencies.

If everything is submitted correctly, your verification will be approved within 10-15 minutes and you will receive an email notification about successful verification. Thus, don’t forget to check your email box.


5. Deposit and Withdraw
There’s the Deposit and the Withdraw buttons in the top right-hand corner. You need to choose the currency and the payment method for the fiat deposit and withdrawal or enter the destination wallet address for the crypto withdrawal.

Depending on your account verification level, you’ll have different options for deposits and withdrawals.

Currently, we support (click on the relevant link to learn more about a particular payment method):

Visa/Mastercard debit/credit cards

International (SWIFT) and Domestic (SEPA, ACH, Faster Payments) bank transfers

Skrill

AdvCash

QIWI

Epay

Cryptocurrencies (to find your wallet address, click on the Deposit button near the respective currency).



On the Limits and Commissions page, you can find your account limits for each verification stage, including available account upgrades, limits for deposits and withdrawals, payment options, and commissions for cryptocurrency as well as for fiat.

6. Buy cryptocurrencies
You can quickly buy crypto for USD, EUR, GBP, or RUB on the Instant Buy/Sell page. Just choose the amount of crypto you want to buy and select a precalculated pack or enter a custom amount. Then provide your debit/credit card information or use your available BITDAX.IO balance and confirm the purchase. The amount of crypto you’ve bought will be on your BITDAX.IO balance in seconds.

Additionally, on the Cryptocurrency prices page, you can monitor real-time cryptocurrency prices and recent price changes.

7. Trade cryptocurrencies
To trade cryptocurrency by placing market and limit orders, visit the Trade page. Here you can analyze price changes on real-time charts, check the market depth, view all currency pairs, and see the order book.

You can also try cryptocurrency margin trading with leverage from 2x to 100x on BITDAX.IO Broker. Instant DEMO account is available without registration for free.

8. Use BITDAX.IO on the go
Manage Bitcoin trading on the go with the BITDAX.IO mobile application for iOS and Android. To link a new smartphone and manage mobile devices, visit the BITDAX.IO Mobile tab in your profile.

You’ll find some awesome and unique features for crypto trading like price notifications, Instant Sell options with immediate card top-up, order notifications, and Instant Exchange.


Buy and Sell cryptocurrencies in BITDAX.IO mobile app
You can buy and sell crypto in a few taps and get the purchased crypto to your account or the fiat to your card balance with BITDAX.IO mobile app.

Simply choose the amount of crypto to buy or sell or pick up an available pack. Then decide whether you want to buy the cryptocurrency from your card or balance in case of purchase and whether you’d like to get the fiat funds to your balance or card in case of selling.


Exchange the currencies
Crypto-to-crypto, fiat-to-crypto, and vice versa, and even fiat-to-fiat conversion are available in BITDAX.IO mobile app.

You can exchange the currencies in a few taps even if there’s no such pair available on the Trade page.

Everything you need to do is to tap the Exchange menu in the app, choose the currencies, and indicate the amount. The currency you’ve made a conversion to will appear on your balance immediately.

9. Become an Affiliate partner
Get your unique affiliate link for free and earn 30% in affiliate fees instantly for qualifying trades and purchases.

Use banners, landing pages, and more to attract your audience to BITDAX.IO by your affiliate link.

10. Participate in Staking
Deposit or buy a stake-able coin and earn rewards for storing those coins on your BITDAX.IO balance. Your rewards will be calculated every hour, and you can trade your staking currencies or withdraw them at any time. Once a month, your earnings will automatically be credited to your BITDAX.IO balance.

By participating in staking, you can increase your annual income by nearly 16% (the staking reward varies depending on the currency).

SMS/Phone 2FA
In case of a damaged phone, the easiest way is to take its SIM card and use it in another device to get the messages and codes. If you are not able to take out your SIM card and use it on another phone because of damage or loss, please fill in the 2FA disable form to restore access to your account.

Google Authenticator 2FA
The easiest way to go is to restore the code on another device from a backup.

Remember: When you activate Google 2FA on your account, there is an activation code next to the QR code you scan. This code is used for manually adding the information for your account to the app, and can be used to restore the code in case your device is lost.

In all other instances, we will need to assist you by resetting your 2FA verification. Please make sure to fill in the 2FA disable form to restore access to your account. You will need to answer a few questions for the team to make sure that the request comes from the real account owner:

1) provide User ID, first and last name, date of birth, and place of residence;

2) phone number connected to your BITDAX.IO account together with a country code;

3) the details of your latest transactions;

4) provide your ID confirmation photos.

You will be able to re-enable 2FA once you are logged in. Please make a safe copy of the enabling code, so you can perform device resets successfully if required.

Di

Each BITDAX.IO account has a unique UserID/Username. One may need the UserID when logging in, setting up an API, or when communicating with support. Users can easily find it.

On the web:
Log in to your account and hover the mouse over your name in the top right corner and choose Social networks from the dropdown list.

The screenshot given below shows the location of the UserID on the above-mentioned link:

On the mobile app:
Log in to your account and tap the Profile menu. You will find your User ID on the top of the screen.

Tip: your User ID will be copied to the clipboard if you tap it.

Verification plays an important role as BITDAX.IO follows strict KYC/AML policies in its goal to promote Bitcoin as legal tender.

If your verification is rejected you should have already received an explanatory email from our Compliance Department stating reason/reasons for its rejection. In case you do not agree with the comments or need any help - please review these guides that outline document requirements:

Identity Verification Guide

Payment Card Verification Guide

Of course, if you require any further assistance you can always contact our support team via chat - they will guide you through the process.

Verification plays an important role as BITDAX.IO follows strict KYC/AML policies in its goal to promote Bitcoin as legal tender.

If your verification is rejected you should have already received an explanatory email from our Compliance Department stating reason/reasons for its rejection. In case you do not agree with the comments or need any help - please review these guides that outline document requirements:

Identity Verification Guide

Payment Card Verification Guide

Of course, if you require any further assistance you can always contact our support team via chat - they will guide you through the process.

Under current Terms of Use Clause 9.2, BITDAX.IO allows only one account per customer. If you have several accounts on BITDAX.IO we kindly ask you to go through the following actions in order to withdraw or consolidate your balances on a single account.

1) Select an account that you wish to keep on BITDAX.IO
It is best to select one that has been verified. If you have not verified your account yet, we kindly encourage you to do so as soon as possible.

2) Have extra email addresses at hand
Once an email address is confirmed on an account, it will not be usable on different accounts. Please make sure you assign your primary email address to the account you intend on keeping and have extra email addresses available to keep your other accounts usable while you consolidate your funds or withdraw them to your wallet.

3) Choose what to do with funds on your extra accounts
You may withdraw your funds with regular means where possible or chose to sell off to a single asset and withdraw all in one go. In any case, we recommend checking fees and transfer times to select the best payment method for withdrawal.

4) Consolidation on one account
Whether you decide to consolidate or not, all the funds from accounts that you wish to close must be withdrawn to an external account. Unfortunately, it is not possible to transfer between BITDAX.IO accounts due to technical and compliance reasons. If you decide to consolidate, you can just send the funds back to BITDAX.IO using the address of an account you have decided to keep. You may use any payment option to consolidate, as each has its own advantages. For example, XRP and XLM are cheap and fast blockchains, but other coins can have advantages to your specific setup.

Please, study all associated fees and commissions (trade and withdrawal) as well as transaction times carefully to make an educated decision.

Other questions:
1) Amount too small to trade or withdraw
Consider the price of funds remaining on your account to see if it is large enough to spend your time withdrawing. If you absolutely have to, you may deposit additional funds to set your balances above minimal limits. BITDAX.IO employees will not move balances between your accounts, but our support team will be glad to assist you in this process.

2) No access to the old account
If you have forgotten credentials to your old account (lost password, 2FA key, etc.), and cannot regain access with standard means, we will assist you to restore access. Please be prepared to prove ownership of the account.

3) What happens if I don't do anything
If you leave your extra accounts without attention, they will be considered abandoned under Section 9.7 of currently effective Terms of Use, and a storage fee described in Section 12 of Terms of Use will be charged until the account balance reaches 0.

If you have any additional questions or need assistance with your BITDAX.IO account, do not hesitate to contact us via chat.

After you verify your identity and address, you can pass Enhanced Verification to be able to deposit and withdraw without limits and get a dedicated manager to assist you with platform activities.

Prepare for enhanced verification
You will need to provide a proof of funds document (salary statement, bank statement for the last 3–6 months, tax return, a screenshot of trading activity, a screenshot of mining activity, or any other financial document).

To apply for Enhanced level of verification, go to the Verification page in your Profile and click Start on the Enhanced Verification stage. Here is the detailed guide on how to get the enhanced level:

1. Employment status
Enter your country of tax residence and choose your employment status in the drop-down menu. Then provide relevant information.

If you’re employed, provide the name, phone number, and website (optional) of your company and specify for how long you’ve been employed by this company. Next, indicate the industry in which you work and your position. Also, provide the country where your company is located.

If you’re self-employed, specify the type of business you’re involved in and for how long you’ve been self-employed.

If you’re unemployed, state your source of income.

Click Next to continue.

2. Source of fiat funds
Indicate your monthly income and check the boxes next to the sources of your fiat funds.

Then, you’ll see an attachment symbol and will be able to attach a file proving the origin of these funds. You can upload files from your computer or take photos with your phone camera.

Use your mobile device

Once you choose this option, click Next and you’ll see the QR code on your screen. Scan it with your smartphone. Then, you’ll see a link to the verification step for uploading photos. Open this link in your mobile browser. Alternatively, you can copy the link and paste it in your browser.

On the BITDAX.IO page that loads in your mobile browser, click Add photo, take pictures with your phone camera, and check whether all details are clear. If they are, tap It’s readable. If they aren’t, select Retake and take another photo.

Submit files

Press Upload file and select a file on your computer. Supported formats are PDF, PNG, JPG, and GIF.

You can upload up to 10 pages if required. After you finish uploading files, click Next and you’ll be redirected to the next step.

3. Source of crypto funds
Indicate if you plan to deposit crypto and specify the source of crypto funds or press Next to skip.


4. Crypto funds withdrawal destination
If you plan to withdraw crypto funds, indicate the withdrawal destination, or press Next to skip and proceed.

5. Questionnaire
Fill in the short questionnaire.

Indicate your primary banking jurisdiction, the purpose of your account, and planned monthly turnover.

Check the appropriate boxes if you have any relation to politically exposed individuals and provide details about your position (if required). Also, check the appropriate boxes if you’re a US citizen or resident or are subject to US taxes for any other reason.

Click Next to submit your application. We’ll check the provided information and will contact you via the email associated with your BITDAX.IO account. You can also track the status in the Verification page.

At BITDAX.IO, we understand how important it is to safeguard our platform and our customers’ funds. Therefore, we strongly recommend that you enable two-factor authentication (2FA) on your account. With 2FA enabled, it takes two steps to log in to your account. In the first step, you enter your login and password; in the second step, you supply another piece of information to prove that it’s you who’s trying to log in.

On BITDAX.IO, this piece of information is a 2FA token, which you can receive either via SMS or via the Google Authenticator application.

Depending on the 2FA code delivery method, you may face some issues related to the Google Authenticator app or your mobile service provider. To help you save time, we’ve prepared a list of the most frequent situations with 2FA and troubleshooting steps to sort them out.

Issue	Solution
SMS
SMS doesn't arrive	Most of the time, the problem with the delivery takes place on the side of the mobile providers and is resolved in a matter of hours. The mobile provider can redirect the code to some messengers (Telegram, WhatsApp, etc) installed on your phone. Make sure to check them. Your device’s SMS inbox might be full. Try to delete some messages from your inbox and request a code again.
My 2FA token is invalid	This may occur if the SMS code is delivered late and has already expired. Check the messages' delivery status with the mobile provider. Overloaded cache and cookies may lead to broken browsing sessions and page elements. Just clear them and reload a browser. Browser extensions and content blockers can inadvertently cut off your access to some sites or content. Please disable them and reload a browse.
I’ve changed my phone number and don’t have access to the old number	If you’ve changed your phone number and don’t have access to the old number, you’ll need to request 2FA deactivation.
I’ve changed or lost my device but have access to the old phone number	You will be able to receive 2FA tokens via SMS without any issues.
Google Authenticator
My 2FA token is invalid	Invalid tokens can be caused by incorrect device time settings. Make sure your clock shows the correct local time, date, and time zone to work properly. - If you’re using an Android phone, you can correct any time errors inside the Google Authenticator app. To do so, go to Settings and select Time correction for codes. Then tap Sync now. - If you use an iPhone, set it to the internet time to make sure the clock is synced properly. Check that in your phone settings: go to General → Date & Time → Set Automatically. The 2FA token has already expired by the time you finished entering it. The Google Authenticator App changes tokens every 30 seconds. If you start entering a token when it’s about to change, it may become invalid before it’s submitted. In this case, simply enter the token again right after it changes. You accidentally entered the wrong 2FA token. If you have two or more 2FA codes for your BITDAX.IO account or have codes for other resources in Google Authenticator, it’s easy to accidentally enter a wrong 2FA code. Just try again and make sure you enter the right one. Note: You can have two or more 2FA tokens for your BITDAX.IO account if you disable and re-enable 2FA and don’t delete the previous tokens after doing so. Make sure to keep only the current 2FA token for your BITDAX.IO account in the Google Authenticator app on your device.
I’ve lost/changed/upgraded my device or Google Authenticator app but I have my backup key	If you have a saved backup key, you’ll be able to recover access to your account easily. To do so: Download the Google Authenticator app to your device Manually enter the backup key in the app to add your BITDAX.IO account
I’ve lost/changed/upgraded my device or Google Authenticator app and don’t have my backup key	If you’ve lost your backup key and don’t have access to your 2FA code, you’ll need to request 2FA deactivation.
I want to move my 2FA tokens to a new device and still have the old device	You’ll need to deactivate 2FA, then enable it again using your new device (and save the key). Log in to your CEX.IO account using your username/password and the 2FA code from your old device Go to Profile → Security Select Edit Settings → Deactivate 2FA Then re-enable 2FA, choosing the smartphone app option Download the backup key and save it Scan the QR code with your new device to enable 2FA

When you set up Google Authenticator two-factor authentication (2FA) in your account, you’re prompted to download a backup key. This code lets you restore access to your account in case you change or lose your phone or accidentally delete the Google Authenticator app. That’s why it’s very important to keep the key safe – it helps you save time and recover access without contacting support.

How it works

If you have your backup key saved, follow these steps to recover the access:

Download the Google Authenticator app on your device.

Open the downloaded app on your phone, find and press "+" sign

Then enter the backup key to add your BITDAX.IO account to Google Authenticator.




All done! Now you can sign in to your account again.

If you haven't saved the backup key but have access to your 2FA code
If you haven't saved your backup key but have access to Google Authenticator that generates your 2FA code, you can get the key easily. You’ll simply need to re-enable 2FA and save the key.

To do so:

Log in to your account

Go to Profile → Security

Select Edit Settings → Deactivate 2FA

Enter your 2FA code to confirm




Then re-enable 2FA and save the key:

Click Enable 2FA

Choose the smartphone app option

In the pop-up window, download the backup key and save it

Scan the QR code with your device

Enter the code generated by the app and enable 2FA



Note: If you disable and re-enable 2FA, you’ll have two 2FA codes for your BITDAX.IO account in Google Authenticator. To avoid confusion with duplicate 2FA codes, delete the old 2FA code from the Google Authenticator app on your device. You can rename it before deleting to make sure you remove the old one.




>
If you’ve lost your backup key and don’t have access to your 2FA code
If that happened, to restore access to your account, you'll need to pass a 2FA verification procedure. To do so, submit a request via chat and provide all the required information. This is a security measure that helps us make sure you're the true account holder.

Generally, it takes around 72 hours to restore access to your account with the help of the Support Team. With the backup key, it will take up to 10 minutes.

Save your backup key when you turn on 2FA to save time!

At BITDAX.IO, we’re keen on keeping your accounts safe. Therefore, we’ve implemented various security procedures on our platform.

When you need to disable two-factor authentication (2FA), disable your Withdrawal Pin Code (WPC), or change the email address associated with your account, we’ll ask you for ID confirmation photos and account-related information to make sure the request is really coming from you.

After thoroughly analyzing these requests, we’ve noticed that the major reason for their delayed processing is improperly taken photos. To help you save time, we’ve prepared guidelines for taking these photos.

To disable 2FA or your WPC or change your email, you need to attach the following photos:
Photo of your ID document next to a handwritten note

Photo of you holding your ID document and the handwritten note next to your face

Collect your ID document, a piece of paper, and a pen.
Your ID document can be one of the following:

Driver’s license

Passport

National ID card

2. Write a note
Pay close attention to the text of the note. Make sure what you write corresponds with the matter of your request. Depending on your request, the text on the note should be:

Request type	Text
Disable 2FA	“CEX.IO, 2FA disable”, plus your name and the current date Example: CEX.IO, 2FA disable John Doe, 23.07.2019
Disable WPC	“CEX.IO, WPC disable”, plus your name and the current date Example: CEX.IO, WPC disable John Doe, 23.07.2019
Change an email	“CEX.IO, Email change”, plus your name and the current date Example: CEX.IO, Email change John Doe, 23.07.2019

Here are the requirements for the note:

Do	Don't
Make sure the text on the note corresponds with the matter of the request. For example, a request to change an email address will only be processed if the text on the note says “CEX.IO, Email change.”	Don’t write text on a note that differs from your request. For example, a request to change an email address will not be processed if the text on the note says “CEX.IO, 2FA disable.”
Write the note by hand.	Don’t type the note.
Include your name and the current date.	Don’t forget to write your name, the date, and don't write an incorrect name and/or date on the note.

3. Take photos of:
Your ID document next to the note

Put your ID document next to the note on a flat surface and take a photo. Both the ID document and the note must be in the same photo.

Yourself holding the same ID document and the same note next to your face

You can take a selfie using your mobile phone or web camera, or you can ask a friend or family member to take a photo of you holding the documents.

- Face the camera directly

- Don’t cover your face with the note or document



Photo requirements

Do	Don't
Capture both the ID document and the note in the same photo.	Don’t take photos of: Your ID document only The note only Yourself and the ID document only Yourself and the note only
Make sure all information on the ID and note is clearly readable and visible in the photo.	Don’t cover the ID document and/or note or submit a photo in which they are blurred.
Make sure no part of your face, document, or note is covered.	Don’t allow the ID document and note to cover each other or your face.

We hope you succeed in taking the required photos! This way we can successfully resolve your issue as quickly as possible.

If you’re unsure about the photos you’ve already provided, don’t worry. Our Support Team will contact you for clarification if required. Make sure to check your email.

Your password is a basic security measure that protects your account. It’s important to keep the password safe and not share it with anyone in order to keep your funds and data secure.

If you’ve forgotten your password and can’t sign in – or if you want to update your password for security reasons – you can easily change it by following a few simple steps.

I forgot my password and can’t sign in
To reset your password:
Click on Forgot your password? on the sign-in page

Enter your email address

Click Submit

We’ll send you a confirmation email to the address associated with your account. Confirm changing the password by following the instructions in this email. You’ll be redirected to a page where you can enter a new password.


Finally, enter your two-factor authentication (2FA) code to complete the password change.

All done! You can use your new password and log in to your account.

I know my password but I want to change it
If you want to change your password to a stronger one (or simply update it) to protect your BITDAX.IO account, you can do this in your account settings.

Go to your Profile page and fill in the required information in the Change Password block:

Your current password

A new password (you’ll need to enter it twice)

Your 2FA code to confirm changes

Then click on Change Password.

You’ll receive a confirmation email to the address associated with your account. Click the Confirm button in the email to verify the changes and use your new password.

If you don’t receive an email confirming the password change, please follow the instructions below:
check your junk/spam box. The emails might have landed there instead of your inbox;

add "@cex.io" to your email safe list;

check if any filters are set up on your account that mark emails from BITDAX.IO as read and send them to a separate folder;

make sure there are no issues with your mailing server;

clear cache/cookies and try resetting the password again.

Important
When creating your new password:
Make sure no auto-fill option is activated in your browser. Auto-fill features can mistype your password after you change it.

Choose a strong password. We recommend that your new password has:

More than 8 characters

Digits and non-letter symbols

A mix of capital and lowercase letters

If you have any questions or issues, our Support Team is available 24/7 via chat.

You receive all the information about your account activity to the email address associated with your BITDAX.IO account. This includes confirmations of account registration and financial operations as well as any other account-related updates.

If you want to change the email address associated with your BITDAX.IO account, you need to submit a request to BITDAX.IO support team via chat.

Request a change of email address
The safety of our customers’ funds and data is our main focus. That’s why we have a standard procedure for email change requests. Before changing your email, we need to make sure the request is coming from the true account holder.

So when you submit your request, we’ll ask you for:

Account-related information

ID confirmation photos

Account-related information

User ID

Current and new email addresses

Phone number linked to your BITDAX.IO account

Details of your latest transactions

Residential address

Issuing bank of the payment card linked to your BITDAX.IO account

Important: Your new email address should not be associated with any other BITDAX.IO accounts. Please note that every BITDAX.IO customer may have only one account in accordance with our Terms of Use.

ID confirmation photos

A photo of your identity document with a handwritten note

A selfie with the same document next to a handwritten note

The note should have the text "BITDAX.IO, Email change" + your name and the current date.

Check out the guide on How to make ID confirmation photos accurately and to ensure that your request will be resolved promptly.

Confirm your new email address
When you get a response from the BITDAX.IO support team about successfully changing your email, check your new email address inbox to make sure you receive the confirmation letter. Click the Confirm button in this email to verify the changes and use your new email address.

BITDAX.IO is a safe and convenient place to buy and trade cryptocurrencies. To start trading top cryptocurrencies and take advantage of our many trading options, you need to register an account. Here’s how to do that:

Go to the registration page and
Enter your email address

Create a password

Choose your country of residence from the drop-down list

Accept the BITDAX.IO Terms of Use and Privacy Policy

Click Create account


2. Confirm your email address
Open the address confirmation email from BITDAX.IO and click the Confirm email button. We recommend opening your email box in the same browser as the BITDAX.IO registration page.

3. Complete account setup
Provide your first and last names and date of birth. Make sure your name is spelled the same as on your identity document (international passport, driver's license, ID card).


Then click Next.



Welcome on board!

For the security of your account and funds, we recommend enabling two-factor authentication (2FA) on your BITDAX.IO account and passing Identity verification.

If you need any assistance with your BITDAX.IO account, our Support Team is at your services via chat at any time. Welcome on board!

After you pass the Address stage of verification, you’ll have access to a wide range of currency pairs, increased deposit and withdrawal limits deposit (up to $10,000) and withdrawal (up to $10,000) limits, and the opportunity to deposit funds with no commission using bank transfers. Once you’ve submitted your application for Identity level verification, you can start applying for Address verification without waiting.

The Address verification stage consists of two parts: confirming your address and connecting social network profiles. You can begin with either.

Here are the steps to verify your address on BITDAX.IO.

Confirm your address
Upload a photo of a document that proves your place of residence. For example, you could use a utility or electricity bill, bank statement, or tax return document.

Before submitting the document, please make sure it was issued within the last three months.

The two main requirements are:

- the document must be in Latin characters or have transliteration into Latin characters

- the document must contain the credentials of the issuing institution (e.g. logo), your first and last name, and your residential address on one page

Choose one of the document types from the drop-down list, or select Other address document. If you choose to provide a document that isn’t on the list, you should specify what type of document it is.

3. Choose how to upload photos

To submit your photos, you can upload files from your computer or take photos with your phone camera.

Please do not use any photo editors to modify your photos for address verification

Use your mobile device

Once you choose this option, click Next and you’ll see the QR code on your screen. Scan it with your smartphone. Then, you’ll see a link to the verification step for uploading photos. Open this link in your mobile browser. Alternatively, you can copy the link and paste it in your browser.

On the BITDAX.IO page that loads in your mobile browser, click Add photo, take pictures with your phone camera, and check whether all details are clear. If they are, tap It’s readable. If they aren’t, select Retake and take another photo.


Submit files

Press Add photo and select a file on your computer. Supported formats are PDF, PNG, JPG, and GIF.


4. Upload your document

Take a picture or upload a scan of the chosen document. Make sure that all letters and numbers are clearly readable.

As soon as you’ve submitted a photo of proper quality and confirmed it’s readable, you’ll be able to upload more pages if necessary. If you have nothing more to upload, press Next to continue.

Social network profiles
In most cases, a linked social network profile gives additional information that helps to confirm the data you’ve provided. You’re encouraged to link at least one social media profile on Facebook, LinkedIn, Twitter, or any other social network or website.

If you’re not willing to link to any social media profiles, skip this step by pressing Next and your application will be sent.

You’ll receive a message from our Compliance department to the email associated with your BITDAX.IO account when your address has been successfully verified. After that, you can deposit up to $10,000 withdraw up to $10,000 monthly daily and use the bank transfer payment method. You can find more details about available payment options on the Limits and Commissions page.

If you need any assistance with verification, contact our Support team via support@cex.io. We’re available 24/7.

BITDAX.IO was one of the first platforms to make fiat to crypto transactions available. Since our inception, we’ve chosen to be a regulated cryptocurrency exchange. This allows us to provide our customers with secure and reliable services, offer a range of payment methods (including debit/credit cards and bank transfers), and comply with legal requirements and standards in the jurisdictions where we provide service.

BITDAX.IO follows a strict AML/KYC policy to ensure a safe trading environment on the platform. We’ve built robust relationships with dozens of reputable banks across key markets. Most of them implement AML/KYC procedures before doing business with any entities. This helps to discourage unlawful transactions and improves account and wallet security.

KYC (Know Your Customer) refers to a set of procedures and processes that a company uses to confirm the identities of its customers. It involves collecting and verifying government-issued identity documents, phone numbers, physical addresses, email addresses, and utility bills — any information that can prove customers are who they say they are.

AML (Anti-Money Laundering) rules and regulations apply to financial and legal entities. AML is designed to prevent financial crimes, such as making money illegally and moving illicit funds. Define the customer's location and residence to provide you with the service in accordance with the applicable local regulations. That's why we ask every customer to identify the country of residence at the step of registration.

To comply with AML policies, BITDAX.IO needs to identify customers and monitor incoming and outgoing transactions. The process is generally divided into four levels:

Verify the customer’s identity. This in fact is nothing more than gathering some personal information and supporting documents such as your government-issued ID and proof of residency.

Define the customer’s location and residence to provide service in accordance with applicable local regulations. This is why we ask every customer to identify their country of residence during registration.

Continuous monitoring of transactions. This includes identifying suspicious activities. The criteria for suspicious activities varies from country to country but generally is any operation that is unusual for a particular customer.

Risk management. BITDAX.IO takes a rational approach to AML/KYC by identifying real risk factors rather than simply satisfying regulatory requirements.

Why is it important to monitor transactions?
BITDAX.IO uses enhanced technologies for automated monitoring of all incoming and outgoing transactions to identify any attempts at suspicious payments, payments to or from the black market, or transfers of stolen funds. This is required by regulators and government institutions in jurisdictions where BITDAX.IO is licensed to provide services.

Sometimes we may ask you to provide documents that prove the origin of funds you’ve deposited to BITDAX.IO. This is a standard procedure for platforms that work with fiat money and doesn’t mean we’ve detected suspicious activity on your account.

By having documented evidence of the origin of your funds, we can respond to regulators and bank partners to safeguard the reputation of our customers and our company. Following a strict AML/KYC policy allows BITDAX.IO to process:

fast card deposits and withdrawals in different fiat currencies (USD, EUR, GBP, RUB);

international bank transfers via SWIFT in USD, EUR, and GBP

domestic bank transfers via ACH (for US residents), SEPA (for Eurozone residents), and Faster Payments (for UK residents)

deposits and withdrawals via other payment systems like QIWI, Skrill, and Epay.

What documents can prove the source of funds?
A proof of source of funds can be any document that explains where your funds or crypto assets come from:

A tax return (for the last tax year)

Letter from a bank/accountant stating assets

Bank statement and/or equities statement

Paystube(s) showing a previous year’s income

An accountant’s letter stating real estate holdings and inheritance to demonstrate net worth

Proof of balance on crypto exchanges

Signed message in a crypto wallet

Usually, due to regulatory requirements, we ask you to provide information for the period of the last year.

Please be informed that we are not able to provide services to customers who cannot prove the origin of their funds. If you have no evidence of the origin of your funds or don’t agree to provide it, your account may be suspended.

We must monitor transactions and take necessary measures so as to follow regulatory and bank requirements and be able to provide our services worldwide.

Why you should trust BITDAX.IO
When providing data and documents to BITDAX.IO, you can be sure you’re dealing with a legitimate business:

BITDAX.IO is registered with the Information Commissioner’s Office in the United Kingdom as a data processor and controller under registration reference ZA059396. The British ICO is an independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals. Registration with ICO means we comply with European legislation on personal data privacy.

BITDAX.IO is compliant with FCA. We follow the MLRs (Money Laundering, Terrorist Financing and Transfer of Funds Regulations) and submitted application as Cryptoasset exchange provider.

BITDAX.IO exchange implements the highest security standards, including DDoS attack protection, two-factor authentication, SSL certificates, cold storage for cryptocurrency funds, etc. Throughout our history, BITDAX.IO has never been hacked.

Finally, BITDAX.IO possesses a Level 1 PCI DSS (PCI Data Security Standard) certificate allowing us to store, process, and transmit our users’ cardholder data. This means that the card data you submit on BITDAX.IO is strongly encrypted and safe. This is extremely important, as card payments are the most popular option on the platform.

We understand the value of anonymity that the cryptocurrency community stands for. Still, to stay compliant with AML directives and ensure we are acting legally, we are obliged to verify users and monitor all incoming and outgoing transactions. This is the only way to ensure a safe and healthy trading environment on our platform.

We’re constantly working on our AML/KYC procedures to comply as fast and easy as possible.

Your BITDAX.IO account is protected with two-factor authentication (2FA). This is an additional security measure that keeps your funds and personal data safe by requiring you to provide a 2FA code to log in to BITDAX.IO and complete certain actions with your BITDAX.IO account.

If you need to change the phone number at which you receive 2FA codes or switch your 2FA method to Google Authenticator, there are two ways to do that:

Submit a request on the BITDAX.IO Help Center.

Disconnect your previous phone number on the Security page.

If you’ve lost access to your previous phone number
If you need to change the phone number at which you receive 2FA codes but don’t have access to your previous phone number, please submit a request via chat.

When submitting a request on the Help Center, choose “2FA Disable Request or Withdrawal Pin Code Reset Request” from the drop-down list and provide the necessary information together with ID confirmation photos. As soon as our support team reviews your request and disables your current 2FA method, you will be able to use another phone number to activate 2FA.

If you have access to your previous phone number
If you have access to the phone number that’s currently registered for receiving 2FA codes, you can change your 2FA phone number in the Profile menu of your BITDAX.IO account under the Security tab. Also, you can switch on 2FA codes using Google Authenticator.


Since your current 2FA method is connected to your previous phone number, you’ll need to disable 2FA first before setting up a new 2FA method. To disable 2FA:

Select Edit Settings

Choose Deactivate 2FA and confirm the action with the 2FA code sent to the phone number currently registered for receiving 2FA codes for your BITDAX.IO account.


Then re-enable 2FA with your new phone number or switch your 2FA method to Google Authenticator:

Click Enable 2FA

Choose the SMS/Phone Request option and follow the steps below. If you want to switch your 2FA method to Google Authenticator, select Smartphone App and follow the instructions.

n the pop-up window, enter your new phone number.

Choose the method you want to use to receive your 2FA code.

Enter the code received to the new phone number.