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
    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.

  • 1
    Avatar
    up104658129

    Please help me out, my verification has been rejected over and over again despite uploading the exert required images. up104658129

     

  • 0
    Avatar
    Akhil G

    up104658129

     

    since your concern may involve personal information and details we kindly request you to write to support@cex.io and we will surely help you.

  • 1
    Avatar
    up104852777

    I have submitted my pics umpteen times. When finally I submit a pic that meets their requirements, they say a drivers license  is not valid and ask me to upload a identity card.. What utter rubbish ! They FAQ for card verification is their support section clearly states that a drivers license is accepted. Is their FAQ inaccurate or misleading then? or are they intentionally just trying to piss off potential customers. Nice one CEX !!!

  • -1
    Avatar
    Akhil G

    up104852777 

    As per the instructions there is a list of recommended IDs which can be considered for verification but compliance department may ask for other ID as each verification request is considered individually. We kindly request you to cope up with the requirements and your request will be completed.

    Edited by Akhil G
  • 0
    Avatar
    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
    Avatar
    Akhil G

    Sean Sandell 

     

    Please send a request to support@cex.io and they will look into this issue and assist you. 

     

  • 0
    Avatar
    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
    Akhil G

    elalaoui yassine(up103924282)

     

    It is quite possible that small charge as you mentioned doesn't appear on the online statement. You may contact your bank personally and they will be able to assist you.

  • 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
    Avatar
    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
    Avatar
    up105634124

    Hello, 

     

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

  • 0
    Avatar
    Akhil G

    Due to the exponential rise in BTC price the
    compliance is working day and night on verifications. Please give it
    some time and they will get back to you.

  • 0
    Avatar
    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
    Avatar
    Akhil G

    Are you having issues with CVV or the small amount charge?

  • 0
    Avatar
    up105768898

    The small amount charge.

  • 0
    Avatar
    Akhil G

    Please be patience, compliance team will get back to you over this.

  • 0
    Avatar
    up105768898

    Ok, thank you.

  • 0
    Avatar
    Akhil G

    Welcome

  • 0
    Avatar
    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
    Avatar
    Akhil G

    As CEX.IO has not obtained an appropriate license to provide services in your state yet, you will not be able to deposit or withdraw fiat funds, anyway you still can use wallet features for cryptocurrency as depositing and withdrawing, you also will be able to trade on our platform.
    You will be informed as soon as we get licensed.
    We apologize for temporary inconvenience.

  • 0
    Avatar
    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
    Avatar
    Mia Barrett

    up105750325, please try again after several hours. We are working now to resolve this issue. 

  • 0
    Avatar
    up105869474

    So I if I live in Ohio I can use the exchange only and not cash out? What do I do if I sell bitcoin? Do I have to buy it or ETH before I can withdraw it ? 

    How long until you have liceanse in Ohio?

  • 0
    Avatar
    Akhil G

    up105869474

     

    Unfortunately we haven't acquired the necessary permissions to serve in Ohio, you can trade only crypto currencies and withdraw them . Fiat operations are not poll isle currently.

  • 0
    Avatar
    up106081468

    give  a photo of my card ? why would i do that!? you can easily use the details on the front of a card to make any purchases. what a stupid way of verification! 

  • 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.

  • 0
    Avatar
    yasin kaynar

    i uploaded my infos but not verificated yet. and my card still pending. help pls.

  • 0
    Avatar
    Akhil G

    Our compliance team is working on your verification requests. Due to the workload it may take time to complete your verification request. We kindly request for your patience and assure you that your request will not be left unattended.

     

  • -1
    Avatar
    Belkacem Charaf Eddine Cheref
    Edited by Belkacem Charaf Eddine Cheref
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