Before we go further please, make sure you send your deposit transaction exactly to your C-CEX address which currently displayed on the same line with appropriate cryptocurrency name and ticker in your "Ledger" page. Make sure it has enough confirmation which can be found in block explorer of this cryptocurrency. You can always find block explorer link in the coin info link on trading page. If your deposit does not meet above requirements we most probably will not be able to help you.
I did not receive my deposit which has enough confirmation on blockchain>>
Please make sure you sent it to your current address. It is very important to make sure you sent above minimum deposit amount if applied (displayed near your address on "Ledger" page) or it will be lost - we will not be able to recover it. Please, check your current address of specific coin in your "Ledger" page. We will not be able to register any deposit if you do not send it to your current C-CEX address.
My deposit transaction does not get confirmations on blockchain>>
Sometimes cryptocurrency transactions got stuck with no or low confirmations on blockchain (check on block explorer). There can be many reasons for that: low transaction fee, no miners presence, blockchain issues like forks or checkpoint. Please, wait for required amount of confirmations on blockchain.
I sent my deposit to wrong address>>
We are sorry but we are not able to register any deposit if it sent not to your current coin address. We are also unable to register deposits of coin A if you sent it to your C-CEX address of coin B. We do not provide any keyfiles or private keys.
My deposit transaction ID got posted to my balance but amount is not correct>>
It's rare but sometimes transaction got split into several outputs. In this case we need to verify this transaction manually. Please, provide correct information in ticket and we will resolve it best possible way.
In case you did your deposit with Payeer system and your transaction processed fine but you can't see it in your deposit history here - please, create ticket and provide all transaction details. We will do our best to find it and post to your balance. In case you deposit with our partners - please, contact them first and make sure they processed your deposit.
First of all make sure you confirmed your withdrawal with e-mail confirmation link we sent you and check your history for transaction ID. You can also check your withdrawal transaction ID with it's coin block explorer.
I did not receive my withdrawal>>
Please, make sure you don't have unconfirmed withdrawals. For each withdrawal we send e-mail with confirmation link. If you did not confirm it by now - please, do that and your withdrawal will be processed. Important! In order to confirm and initiate your withdrawal you need to be logged-in in a window where you opening this link. Otherwise it will not work. In case you do not have unconfirmed withdrawals - check your "Histroy" page: https://c-cex.com/?id=h and choose "Withdrawals" in "Show" menu. There has to be a record with transaction ID of your withdrawal. In case there is a record with transaction ID - withdrawal went fine. In case there is no record - please, create ticket and we will do our best to fix this issue.
My withdrawal was processed and I have transaction ID in history but I don't receive coins in my wallet>>
Most probably you or destination service have your wallet not synced well. Make sure you are on correct fork (you can check it with block explorer) and you are on latest block. In case it is destination service - please, contact them first and provide transaction ID you have in your history. In case it's your personal wallet and you are sure it synced well - please, give at least 3 hours for confirmations before creating ticket
First - make sure we are not timed to process your withdrawal. We have 48 hours maximum (Work days only) for that. Also make sure you provide valid credentials in your withdrawal form. Otherwise please, create ticket and we will resolve this issue best possible way.
My withdrawal was not processed instantly and got queued>>
Your withdrawal was not instant and got queued? Don't worry - it will be processed soon or we will put coins back to your balance automatically in case wallet is unable to process it. No need to open ticket.
I do not see withdraw option / How to withdraw coins from C-CEX>>
Please, open Ledger then click "WITHDRAW" button on the same line with the coin you need to withdraw. Please, note - you need to have positive balance to see withdraw button.
My withdrawal went to wrong address>>
You need to check your address before creating withdrawal. You always have a second chance to check it when you receive confirmation e-mail with links to confirm or cancel your withdrawal. Once it is confirmed - it goes to blockchain immediately and there is nothing can be done to reverse it. Cryptocoin transactions are non-reversable by design.
Accessing Your account
In order to access your account you need to enter your login or e-mail as login, password and 2FA code if activated. In case you do not have those credentials you can recover them with Lost password link.
I forget my login or lost my password>>
In case you forget your login - you may use your e-mail as login. Please, try to use Lost password link to recover your password in case you forget your password. Important! make sure Your are clicking on "Activate" link from e-mail before using new password.
I can't provide 2FA code or my 2FA code does not work>>
If you lost your device or 2FA e-mail you can remove 2FA from your account. To remove 2FA from your account please, use this link: Remove 2FA. If you code does not work - it is possible the problemn is with Authenticator app. Kindly try this: open settings > time correction for codes > sync now. Should help.
I can't login to my new account>>
If you just registered with us please, check your e-mail and activate your account with activation link we sent you. You will be able to use your account right after that. In case you don't have activation e-mail from us - please, create ticket and we will resolve it.
I'm receiving e-mails like "Authorization failed from IP: xxx.xxx....">>
Must be you left your e-mail on some public website like forum, chat etc. Make sure You have strong password and 2FA activated. If so - You have nothing to worry about. This is not a case to create ticket. We automatically track all kind of this issues and block brutforcer's IP's every day.
My account hacked / I see trades made not by me>>
Hello! You need to keep your account secure. And of course make sure you are using 2FA. If you see trading in your history which were not made by you - please, understand - it's impossible to do them without knowing your login and password. We can't do anything about it. If you see withdrawals which were made not by you - you need to know that it is impossible to do that without having access to e-mail as we require e-mail confirmations for every withdrawal - your e-mail compromised. Please, note - e-mails can be deleted. But in case there was withdrawals - we have all logs from mailserver for last 24 hours so we can proove we indeed sent confirmation emails. You need to keep your credentials very safe, also it is very recommended to use 2FA. All transactions on exchange are final and nothing can be reversed.
We have P2P (peer to peer) trading here. You need to wait until another trader fill your order. If you want to exchange your funds instantly you can use existing orders for that. If you sell - then sell it into existing buy orders. If you buy - buy from existing sell orders. Otherwise your order will wait for other trader. Your order may not be processed at all if you set unacceptable price.
My balance is not correct>>
First of all - make sure you do not have unconfirmed withdrawals as when you create withdrawal - we deduct that amount from your balance - check your e-mail for confirmation links in this case. Please, check your History page. You can find excel export option there. You can export everything and summarize all transactions to verify your current balance. Also make sure you do not have unconfirmed withdrawals. In case you find discrepancy there - create ticket and we will fix it.
This is a case where our security system detect attempts to make double withdrawal or double set same order and set negative balance to prevent it. Must be you double clicked on order or withdraw button which triggered this procedure. Please, create ticket and we will check everything and fix it for you.
Please, wait for ban timeout. We do not welcome harmful activity in our chat. Our goal is to have chat useful and manner for our traders. We do not allow flood, foul language, advertizing, referral links, non-argumented calls to buy or sell something. Please, do not create ticket about your ban - we will not remove it until timeout pass.
I can't write messages in chat>>
To protect chat from new account floods we set some limits. In order to write messages in our chat your account has to be at least 3 days old and you need to have at least 0.1 BTC on your balance balance.