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) 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 change your email, you need to provide the following photos:
A photo of your identification document lying on a table next to a handwritten note with the text: "CEX.IO, type of request" + your name and current date.
A selfie or photo of you holding the same document next to a handwritten note: "CEX.IO, type of request" + your name and current date.
1. Prepare a document
Your ID document can be one of the following:
|
|
|
The document must meet the following requirements:
The document should be original (not a scan/copy).
It is clearly readable.
It includes Latin transliteration.
The document must not be expired (both the issue and expiry dates should be clearly visible).
The document should have been issued no more than 10 years ago.
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, 23.07.2024 |
Change an email | “CEX.IO, Email change”, plus your name and the current date Example: CEX.IO, Email change John Doe, 23.07.2024 |
The note must meet the following requirements:
It must be handwritten. Do not type the note.
The note’s text should clearly match the purpose of the request.
( For example, for an email address change request, the note must say “CEX.IO, Email change”)
It must include your name and the current date.
3. Take photos
Please take the next photos according to our requirements:
Your ID document next to the note (on the first photo)
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 (on the second photo)
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.
- Ensure the photos are clear and not blurry.
Ensure you follow the necessary photo requirements:
First photo: Both the ID document and the note should be included in a single photo.
Second photo: A clear photo of your face, with the ID document and the note, should be included in a single photo.
All information on the ID and note must be clearly readable and visible.
No part of your face, the document, or the note should be covered.
We hope you succeed in following all the requirements. 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.