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. There can be many reasons for that: low transaction fee, miner presence, blockchain issues like forks or checkpoint. Other reason is sometimes wallets got stuck and it can happen on our end. In this case please, make sure you can see enough confirmations on block explorer before going further with ticket.
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 with transaction ID you have in your history. In case it's your personal wallet and you are sure it synced well - please, create ticket and we will resolve this issue best possible way.
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.
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.
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.
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.
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.