Payment Card Verification Guide

In order to make deposits and withdrawals using a payment card, your card should be confirmed by your bank and verified by our Compliance Officer.

Please note that only users who are over 18 years old are allowed to initiate operations using payment cards. 

You can use VISA, MasterCard or virtual cards

 Here is a video description of the process followed by text explanation: 

1. Provide information about your card

To make a card deposit/withdrawal for the first time, you need to add a payment card to your account and provide the following information:

  • First Name (as mentioned in your identity document)
  • Last Name (as mentioned in your identity document)
  • Card number (16 digits)
  • Expiry date (MM/YY format)

Note: 

First Name and Last Name fields should correspond to the name mentioned in your identity document (NOT your payment card). As this is the person on behalf of whom the payment will be processed.

Payee’s name should only contain characters of Latin alphabet, without diacritics (e.g. if your name is Иван Каменев, please type Ivan Kamenev; if your name is Maria Abád, please type Maria Abad).

After you've entered the card info, check the boxes to confirm that you:

  • have provided valid and up-to-date information, and
  • agree that your information will be viewed by the Compliance Officer.

2. Upload photos proving ownership

Please provide the following photos:

  • A selfie with a payment card and note.
  • 2 photos, one with your payment card next to your ID's front side and another photo of your payment card with your ID's back side – this only applies to the users who have not verified their identity.

A. Selfie with a payment card and note

Please, make a selfie while holding the payment card that you used to fill in the form together with the paper note “For CEX.IO crypto currency exchange”.

  • The note must be handwritten, not typed.
  • The note and the document must be in English.
  • The note must have the current date.
  • The note must have your signature.
  • None of the text can be covered.

Before uploading an image to the Verification form, please, make sure to follow these photo requirements:

  • Look straight into the camera
  • The photo should be in colour
  • Your face and card information must be clearly visible
  • DO NOT wear sunglasses, a hat, or a headband
  • The image should be in high resolution (min 300 dpi)
  • Allowed formats: JPG, GIF, PNG, TIFF, and PDF
  • File size should be no more than 15 MB

An additional photo can be required by our Compliance Officer in case of any security queries.

Example of a good selfie:

B. Photo of the payment card next to an ID

If you have not verified your identity, you have to provide 2 photos of your payment card next to an identity document, one with the front side of the identity document and another with the back side of your identity document.

You have to provide one of the following identity documents:

  • National ID card (both sides) or national passport (reversal);
  • International passport (reversal);
  • Driving license (both sides). Please note that we accept a driving license as proof of your identity only if it is a plastic card, and all the information in it is provided with Latin transliteration.
In case additional information is required, our compliance department will contact you.

Please note that we only accept identity documents issued in English or transliterated in characters of Latin alphabet.

Requirements for identity documents

  • Your card and identity document must be in one photo and be fully visible.
  • Only photos of original documents will be accepted.
  • Information in your card and ID must be clearly visible.
Compliance agency may ask you to upload another photo if it does not meet our quality standards.
Another identity document/passport can be required in case of any security queries.

A photo taken with a mobile phone is preferred.

 

Once all the necessary information and documents are provided, your payment is being processed.

Your card information needs to be verified by a Compliance Officer. It might take a few hours. Also, if necessary, Compliance agency may request additional information regarding your card and a small charge transaction.

As soon as the check is done, you will receive an email notifying you that the payment has been successfully processed.

After you have made your first deposit, your payment card information is saved in your profile.

When making the subsequent deposits, you can:

  • select the existing payment card (which we have verified), or
  • add a new one.

You can add as many payment cards as you need to your profile, and then use any of them when making a deposit.

 

Have more questions? Submit a request

110 Comments

  • 0
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    RODRIGO P DA CRUZ

    Hello!

    I have a question about the amount of the charge: Where can I find it? I have called in my bank and they could not inform me. I don't know what to do and can not complete the process. Thank you.

  • 0
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    Akhil G

    The amount of small charge is usually sent to you via SMS or online bank statement. If you don't get it you may contact your bank to know about the transaction. 

  • 0
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    Mmele Mapuleng

    Hello i did everything that i could to send all possible prove of my addresses and ID's but still not correct please help me

     

  • 0
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    Jesus Vargas

    Hi. My payment card has been declined. Help please

  • 1
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    Nena Simon

    This is not easy. My cards have been reject twice.  Please Help up102442781 

  • 0
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    Akhil G

    @Mmele Mauling I would request you to give me your userID or send us a ticket and we surely will assist you.

  • 1
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    Akhil G

    Jesus Vargas Please send me your userID or send a request to support team and I am sure the query will be worked upon.

  • 0
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    Akhil G

    up102442781 Your card has been approved. All it  required was to complete account verification in order to successfully go through card verification.

  • 1
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    Terrence Conrad

    Hi please help I was requested technical information about cex.io but my card company says they do not give that info i.e. mcc code. I cant get past verification for that card please help

  • 0
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    Mia Barrett

    Dear Terrence Conrad,

    You were contacted by support. Your card verification and payment were approved.
    Thank you for cooperation.

  • 0
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    Jesus Vargas

    Akhil G    my user: javargas24  / request 112170

    Edited by Jesus Vargas
  • 1
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    Akhil G

    Jesus Vargas I will reply to you in the ticket request 112170 in order not to reveal personal information here.

  • 1
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    up102592719

    This is not easy. My cards have been reject twice. Please Help up102592719

  • 0
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    Akhil G

    Please check ticket# 113543 . Support team has replied to you.

  • 0
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    ISKANDAR SAFAROV

    up102697391, still can't deposit from my card.

    4 days ago, I'v verificated my card, what's happening?

     

  • 0
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    Akhil G

    up102697391 For this account I have you have made successful deposits. Also you have bought BTC.

    For more details please send a ticket as I am not allowed to mention account details here.

  • 0
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    up102139852

    My card was declined even though I am sure all information was provided correctly.

    I am guessing the billing address is incorrect but can't find any place to edit the billing address.

    Would appreciate some help please. Account: up102139852 

  • 0
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    Akhil G

    I would request you to send a ticket to support team and we will assist you with the query.

  • 0
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    up101312291
    Edited by up101312291
  • 0
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    up101312291

    Hi. I have no problem to verify the account and the card and I have commanded pile of things and sometimes I still jumping an error.

  • 0
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    Akhil G

    up101312291 If possible please send a ticket to support team as support@cex.io with the concern order error you have mentioned and we will assist you .

  • 0
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    up101367922

    In :   4. Verification by Small Charge Amount

    I logged in in my Online Banking Account, I see there all other charges but neither from you. So i got stuck in the verification Process.

    Can I verify it in any other way, or could you try to charge my Card again?

     

    ::::::SOLVED

    Edited by up101367922
  • 0
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    Akhil G

    up101367922 Thanks for the update, was the issue resolved for you?

  • 1
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    megan finnila

    I have been trying to get a card verified for well over a month with TWO separate banks and BOTH banks have said they cannot give out or do not have access to the authorization code. I've verified a few cards on here before & have never had an issue - I got a new bank account & lost one of my previously verified cards, so when I came to update my replacement card information it has LITERALLY been impossible and very very frustrating. help! I have even sent screenshots of correspondence between my banks and I when they are saying they do not have access to or do not release that information and support is not helpful whatsoever, they're basically like "Oh well... your problem not ours" or at least that's how it feels.

    up102515848

  • -1
    Avatar
    Akhil G

    up102515848 It is recommended to write to support team about this issue to get further assistance.

    We work in fraud prevention mode and Auth code is not a secret information. Whenever you use your card even at a POS buying at a store the receipt you get also has the code. So I see no reason that bank has denied access to this info.

     

    Regarding the new card/account. If you have lost the previous card it is easy to go to your account and delete it and add the new card.

     

    As per the tickets you have the reply has been sent to you and we do really care and we are ready to assist you.

     

  • 0
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    up103086551

    You wont accept my ID next to the payment card. And my other docs (passport) are away. How best can you help?

  • 0
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    Akhil G

    up103086551 I have personally talked to the compliance department. They will surely assist you . Please check in few minutes there will be a message for you.

    We apologise for an inconveniences caused.

  • 0
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    Galal Lasheen

    Hello 

    my bank not can get the Authorisation code, I hope you help

  • 0
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    Akhil G


    Halal Lateen Please ask the bank to check the transaction again as it gets cancelled immediately. The code is always available for identification of the transaction's fate.

  • 0
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    up103190679

    Hello, how long does the card verification take? It's says my card 'pending' for a long time and no reason why. please help user up103190679

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