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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    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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    Dong Hyun Kim

    'The server is temporarily unavailable. Some of your data might be lost. Please try again later.'  with this message, I cannot complete card verification.

     

  • 0
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    Alexandru Voinea

    Hello! I have submitted my full information for verification process and, at the current time, the status is "Your application is being checked". I know that at the moment, there are many applications waiting to be processed.

    I also entered my card information, but I didn't get the amount that was supposed to be deducted registered with my bank. I was waiting for it to register so that I could complete the card verification process, but in the meantime, my card application switched to "Pending" and it doesn't allow me to edit anything anymore. What should I do? Should I try to delete the pending card application and make a new one, or just wait?

    Thank you!

  • 0
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    up105768898

    The small amount charge.

  • 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

  • 0
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    up101312291
    Edited by up101312291
  • 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.

  • 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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    Jesus Vargas

    Hi. My payment card has been declined. Help please

  • 0
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    up103355098

    Hola me podrían informar cuanto se tarda una verificación de tarjeta

  • 0
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    Akhil G


    up103355098

    In your case we are still waiting for the documents. Please upload them and if everything is correct your card will be approved within an hour.

  • 0
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    Sean Sandell

    Hi there. I have added a second card to my account and have uploaded the relevant photo confirmation image too and its been about an hour and I still have not received the charged amount in my bank account yet. I have called my bank too and they said nothing has come in yet. Can you please advise what I need to do next or if I should continue to wait for it to process.

    Thanks Sean

  • 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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    Mia Barrett

    Dear up103190679, your card was successfully verified.

    Dear Galal Lasheen, we have sent you a letter with instructions, please check your email.

  • 0
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    AHMED MOHAMED SANI KACHECK

    hi have comple almost all the veryfication process but due to the small amount taking out of my account, i can not fine that in my online banking . please should resolve this, again i am in euro zone even if i should see it , but it is still going to be a problem , fo how i can the exact amount in usa dollas ?

     

    Edited by AHMED MOHAMED SANI KACHECK
  • 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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    Akhil G

    Verification requests are currently taking longer than usual to get processed due to the extremely high load of the concerned CEX.IO department.
    Please rest assured that your request is not left aside, it was received, queued and will be processed in the nearest time possible.

  • 0
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    Akhil G
    The  change in limits is due to the update in terms of agreement with our payment service provider. We are negotiating with the provider to revert back to the previous limits. Although it may take some time but we have high hope to achieve positive results.
     
     Regarding the account verification the compliance department oil get back to you in the nearest time.
  • 0
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    up105634124

    Hello, 

     

    My card has been pending for 3 days now is this normal? How long will I have to wait? 

  • 0
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    Akhil G

    up104930583

     

    Your comment was deleted due to the personal information it contained. Also, the authorization code is a part of KYC and AML policy. Each bank may react to this requirement differently which CEX.IO cannot influence. 

    Authorization code for a transaction is available for each and every transaction whether it was completed or not. 

    If you can ask your bank for the reason why they cannot provide it please do let us know via ticket as we are unable to discuss such matters on support forum.

  • 0
    Avatar
    David

    Dear  up105378625,

    Verification requests are currently taking longer than usual to get processed due to the extremely high load of the concerned CEX.IO department. 

    Please rest assured that your request is not left aside, it was received, queued and will be processed in the nearest time possible.

  • 0
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    up105768898

    I have tried adding my card a number of times. After entering the CVV, it supposedly deposits money into my account. Doesn't happen. Over and over I have tried, and I have called the credit card company over and over as well. Nothing is deposited. What's going on?

    Peter

  • 0
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    Akhil G


    Jason Moos You may send the new file and we will ask the compliance department to check and get back to you.

  • 0
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    up105844061

    when trying to enter credit card information I am getting this error message 

    "Sorry! Service is not yet available in your state."  - I live in Texas . Please advise what are my alternatives to setup payments with credit cards

  • 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
    Avatar
    David

    Dear, Mihindukulasuriya Fernando,

    Thank you for contacting us.

    Please write us to support@cex. so we can help you resolve this issue.

  • 0
    Avatar
    Hemanth Maddur Prasannachandra

    hi,

    Before yesterday my daily limit was $500 and monthly limit was $2000 but now it is changed to $300 and $1000 respectively, even I verified my card with my passport, can I know the reason please or is this common limit for everyone, I uploaded all required documents and its already 4 days gone. I'm in hurry to buy ether, but due to money deposit limit I can't able to transact. I came to cex.io because this is awesome and trustworthy and I believed it is the best platform to transact some bigger amount like $10,000+ per day, but here the scenario changed and I only able to deposit $300 per day. 

    Edited by Hemanth Maddur Prasannachandra
  • 0
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    up104633785

    Hello Sir, I'm waiting to see the charge in my bank, how long it take for show up? I ve already call my bank and they don't see anything yet as well. Thanks 

  • 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
    Avatar
    Akhil G

    up106081468

     

    That's the compliance procedure to verify if the card belongs to you. CEX.Io is complaint with all the necessary certificates to verify according to KYC and AML policy.

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