How do I recover access to my account?

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 email support@cex.io 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 (where do you live now? Example: 24th Floor One Canada Square, Canary Wharf London E14 5AB, United Kingdom);
6) issuing banks names of all your payment cards linked to CEX.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: "CEX.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 above. 

Have more questions? Submit a request

14 Comments

  • 1
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    up101526052

    This does not cover if you live in a remote area that does not receive cell phone service.

  • 0
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    Akhil G

    up101526052 You may use google authenticator on a portable iOS or Android device instead of SMS service. Also, you may use call service on your landline to receive codes.

  • -1
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    up102877031

    How do I open my 2FA

  • 0
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    Akhil G

    up102877031 Are you looking for enabling 2FA? Please check this for further details: https://support.cex.io/hc/en-us/articles/203993133--Guide-Two-Factor-Authentication-2FA-Configuration

    If you need further help please write to us at support@cex.io

  • 0
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    up105000963

    Can I Change My Phone Number, because I am Buying a New Phone?

     

  • 0
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    Akhil G

    up105000963

     

    Before you change the number you can disable 2FA and then reenable it on new phone.

  • 0
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    Fabio Barattini

    It is 30 days that I am waiting for my disabled account to be verified and funds transferred to my new (verified) account. I provided immediately all proof and documents, and no actions happened for 4 weeks. I have 4 (4!!!) tickets open on this, and I am still totally ignore. Can anybody please look at this ?

  • 0
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    Akhil G

    Fabio Barattini

    Your request will be processed in the nearest time. I am keeping a check on it myself.

  • 0
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    chamath demintha abeysinghe

    can i change my phone number?

     

  • 0
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    Akhil G

    If you are asking for number to receive 2FA codes yes , you surely can get it changed. Please write to support@cex.io and we will help.

  • 0
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    up105661427

    My Mobile got factory reset and lost my cex.io app. I have user id an access code set but not able to log in the app

    I tried resetting password from website with same user id however, it doesn't show the record of trade i did

    At this moment for me, its seems like I have lost huge sums of money. Don't know what to do

  • 0
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    Akhil G

    I have created a ticket and replied to you with further steps required to be taken.

  • 0
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    up110232999

    I had this same problem today on an iPhone. (My first use of the 2fa worked by the way but not my second request for supplying it to the website.) All I did was go into my advanced settings in safari to clear my cookies. This keeps your history intact while doing this. After that my tabs were wiped clean in safari and I just supplied my code from Authy. It worked finally! Now I'm onto verifying my card now.

    Edited by up110232999
  • 0
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    Akhil G

    Thanks a lot for sharing your experience with us.

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