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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    up106021563
  • 0
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    Jim C

    Dear up106021563,

    The checksum sometimes may not be reflected in online statements,  please wait your verification form should be checked soon.

    Thank you for your patience in advance.

  • 0
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    Alexis Nowikowski

    I regret that cex.io cards verification is taking so long... I can't withdraw my money... You definitely lack of Compliance Officers...

  • 0
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    Jim C

    Dear Alexis Nowikowski,

    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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    up106181021

    This is frustrating. My credit card have been reject several times but my bank said my card are all ok.  Please Help me up106181021

  • 0
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    Akhil G

    If you are concerned about last TX on 4631 it mentions that such transactions are not permitted by bank on this card. So it cannot be CEX.IO who is declining the transaction. 

  • 0
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    Philipp Dekman

    I have my card in Pending status for more than 24h, i also get no reply on my requests to support concerning problems with my card and my withdrawal.

  • 0
    Avatar
    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
    Avatar
    up106011303

    No response to service request (#228348). 

  • 0
    Avatar
    Akhil G

    sent to the finance team.

  • 0
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    up106165989

    Hi, i tryed to verify my card but i closed the page by mistake i got the amount from my bank but i dont seem to be able to get back to the page where i can enter the amount. what should i do?

  • -1
    Avatar
    Akhil G

    up106165989 Your application was received and will be checked by the compliance team.

  • 0
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    up106165989

    But i have been unable to submit my charged amount...so how does that help me....

    Edited by up106165989
  • -1
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    Akhil G

    That's fine, compliance will keep a check on that.

  • 0
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    up106205152

    Hello, I have entered all the information for my card, and it has also deducted some amount from my account. But my card's verification is still "pending". please resolve

  • 0
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    Akhil G

    kindly wait, compliance will get back to you.

  • 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
    Avatar
    David

    Dear up106286624,

    We kindly ask you to wait till our compliance officers check everything. They will surely get back to you if there's anything that should be changed and/or added.

  • 0
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    Karim Abdellah

    I have been for 2 days my new card is pending and I don't know the problem

  • 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.

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