At CEX.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:
|
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.
Also, here is a short video guide to taking ID confirmation photos.