Payment Card Verification Guide

To make deposits and withdrawals using a payment card, you have to verify your card. You can use both VISA and MasterCard. 

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

Your name and surname 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).

2. Upload photos proving ownership

Please provide the following photos:

  • A selfie with a payment card
  • a photo of your ID's front side and a photo of your ID's back side – this only applies to users who have not verified their identity.

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 color
  • 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 may be required by our Compliance Officer in case of any security queries.

Example of a good selfie:
Screen_Shot_2019-05-06_at_14.27.37.png

B. Photo of your ID

If you have not verified your identity, submit a photo of your ID's front side and another photo of your ID's back side.

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.

Example of a good photo:
Screen_Shot_2019-05-06_at_14.28.37.png

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

Requirements for identity documents

  • Only photos of original documents will be accepted.
  • Information in your 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 you have provided all the necessary information and photos, we will process your card verification request.

As soon as the check is done, you will receive an email notifying you that the card was successfully added, and your payment card information will be saved in your profile.

When making the subsequent deposits, you can:

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

You may add as many payment cards as you need to your account and use any of them to make a deposit.

Have more questions? Submit a request

109 Comments

  • 1
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    Galal Lasheen

    Hello, the problem is my bank not can get the Authorization code because it cancelled immediately, if you can charge me small amount and my bank will can help, I hope you can help

  • 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.

  • 1
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    up103210795

    Hello, the problem is my bank not can get the Authorization code because it cancelled. please help me

    up103210795

  • -1
    Avatar
    Mia Barrett

    up103210795, please contact supervisor or manager in your bank to obtain the code.
    Bank support hardly ever has access to authorisation codes and may tell you that it is not available.

    Rejected transactions do have an authorisation code.

  • 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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    Jason Moos

    Seems there is a problem with my selfie picture. The digits on my card do not contrast well with the background the company chose, it has taken me three tries to get the lighting decent, hopefully my picture is okay this time. I could send a gif, that way I could make sure that both me and the card digits are visible on the same file, if not exactly simultaneously. Let me know if this time is not good enough.

    Edited by Jason Moos
  • 0
    Avatar
    Akhil G


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

  • 1
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    Mihindukulasuriya Fernando

    Why i can't change my that country name

  • 0
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    David Carter

    Dear, Mihindukulasuriya Fernando,

    Thank you for contacting us.

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

  • 0
    Avatar
    David Carter

    Dear, Jeanne Johnson,

    Please send us an email to support@cex.io, so we can check everything and provide you with the best possible solution.

  • 0
    Avatar
    up102484056

    When I try to add a debit card to my account I get an error when filling in the address information for State saying "service not available in New Mexico yet" How is this possible. New Mexico is not a foreign country or 3rd world entity. Its a real state in the United States of America. How is this possible?

  • 0
    Avatar
    Martin F

    Dear up102484056

    Sorry for inconveniences but service is not available in New Mexico yet. 

  • 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
    Avatar
    Akhil G

    up104012943

    In order to find the amount you may call your bank . Even if it is in your local currency you may send the amount to compliance team and they will help you.

  • 0
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    BYRON TRUSCOTT

    My card verification is pending because I never managed to complete the small charge step, please can you help me. 

  • 0
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    Akhil G

    BYRON TRUSCOTT I would kindly request you to contact us via support@cex.io . Small charge if don't appear on your online statement you may call the bank and they should be able to help.

  • 0
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    ENYINNAYA OBASI

    My payment card was declined. please help me

  • 0
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    David Carter

    Dear ENYINNAYA OBASI,

     

    Please send us a request to support@cex.io, so we can better assist you on this matter.

  • 0
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    up104112279

    Hello im from Bolivia  and i want to know if there is some restriction for my country before continuing with the card verification, and if there is not, do you accept debit cards or only credit cards?  thanks

  • 0
    Avatar
    Akhil G

    up104112279

     

    We do accept card payments from Bolivia(both debit and credit cards are accepted), you may check limits and commissions here https://cex.io/finance/limits-commissions#/currency/USD

    Also, if any queries are there please write to our support team at support@cex.io

  • 0
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    up101063316

    Hello 

    UP101063316

    my card declined  i cannot add my card

     

  • 0
    Avatar
    David Carter

    Dear up101063316,

    Please write us to support@cex.io , so we can better assist you on this matter without disclosing your personal information.

  • 0
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    up104428686

    I applied all my correct details and it's still not varrify my card, Please help me 

  • 0
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    aNTONIOS Rodolakis

    please help,my card is verified and still cannot transfer funds

     

  • 0
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    Mia Barrett

    aNTONIOS Rodolakis, 

    you were contacted by support.

  • 1
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    up104610475

    My card was verified initially, but now its being rejected. What could have gone wrong. Support is not responding.

  • 0
    Avatar
    David Carter

     

    Dear up104610475

    Please send us a request to support@cex.io so we can check everything for you.

  • 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
    Avatar
    Akhil G

    up104633785 The transaction with the charge is immediately cancelled after it is initiated but it appears usually immediately on your statement. In case there is a delay, please write to us at support@cex.io and we will surely assist you.

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