How to make ID confirmation photos

At CEX.IO, we’re keen on keeping your accounts safe. Therefore, we’ve implemented various security procedures on our platform.

When you need to disable two-factor authentication (2FA), disable your Withdrawal Pin Code (WPC), or change the email address associated with your account, we’ll ask you for ID confirmation photos and account-related information to make sure the request is really coming from you. 

After thoroughly analyzing these requests, we’ve noticed that the major reason for their delayed processing is improperly taken photos. To help you save time, we’ve prepared guidelines to taking these photos.

To disable 2FA or your  WPC or to change your email address, sign in to our Help Center and fill out a request form, provide all the information requested, and attach the following required photos:

  • Photo of your ID document next to a handwritten note
  • Photo of you holding your ID document and the handwritten note next to your face

Before you start:

  1. Collect your ID document, a piece of paper, and a pen

Your ID document can be one of the following:

  • Driver’s license
  • Passport
  • National ID card

    2. Write a note

Pay close attention to the text of the note. Make sure what you write corresponds with the matter of your request. 

Depending on your request, the text on the note should be:

Request type
Text
Disable 2FA

“CEX.IO, 2FA disable”, plus your name and the current date 

Example:

CEX.IO, 2FA disable

John Doe, 23.07.2019

Disable WPC

“CEX.IO, WPC disable”, plus your name and the current date

Example: CEX.IO, WPC disable

John Doe, 23.07.2019

Change an email

“CEX.IO, Email change”, plus your name and the current date

Example: CEX.IO, Email change

John Doe, 23.07.2019

 

Here are the requirements for the note

Do

Don't

Write the note by hand. Don’t type the note.

Make sure the text on the note corresponds with the matter of the request. 

For example, a request to change an email address will only be processed if the text on the note says “CEX.IO, Email change.”

Don’t write text on the note that differs from your request.

For example, a request to change an email address will not be processed if the text on the note says “CEX.IO, 2FA disable.”

Include your name and the current date. Don’t forget to write your name, write the wrong name, forget to write the date, or write an incorrect date on the note.
 

Take photos of:

  1. Your ID document next to the note

Put your ID document next to the note on a flat surface and take a photo. Both the ID document and the note must be in the same photo.

     2. Yourself holding the same ID document and the same note next to your face

You can take a selfie using your mobile phone or web camera, or you can ask a friend or family member to take a photo of you holding the documents.

  • Hold both the ID document and the note in one hand next to your face
  • Face the camera directly
  • Don’t cover your face with the note or document

Photo requirements

Do
Don't
Capture both the ID document and the note in the same photo.

Don’t take photos of:

  • Your ID document only
  • The note only
  • Yourself and the ID document only
  • Yourself and the note only

Make sure all information on the ID  and note is clearly readable and visible in the photo.

Don’t cover the ID document and/or note or submit a photo in which they are blurred.

Make sure no part of your face, document, or note is covered. Don’t allow the ID document and note to cover each other or your face. 

That’s it!

We hope you succeed in taking the required photos! This way we can successfully resolve your issue as quickly as possible.

If you’re unsure about the photos you’ve already provided, don’t worry. Our Support Team will contact you for clarification if required. Make sure to check your email.

Safe trading!

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