Frequently Asked Questions


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How do I deposit USD/HKD into my BTCEX account?
In order to deposit into your account follow these steps:
  1. Log in to your account at BTCEX using your user name and password.
  2. If this is your first deposit, update your bank account details in the settings screen under the tab 'Account'.
  3. The bank account approval process may take up to two business days.
  4. After receiving the confirmation email of your bank account, choose the 'Deposit' tab in the ‘Funds’ screen.
  5. Follow the instructions for depositing USD.
After adding the order, the amount is different in the order book
Orders Book represents everybody's orders and may have more than one command at the same price. Orders Book will show the total amount of the price offered. To see only your orders, go to the "Orders" tab.
An error was displayed during a transaction on the site, was my transaction successful?
  1. Check log history of actions or history of transfers for your account and see if the transaction is listed.
  2. If you do not see your transaction listed as the last session, perform another transaction.
  3. Our Support Staff are ready to help and will be happy to get your transaction details and resolve any errors you see on the site.
How do I deposit Bitcoins to my BTCEX account?
  1. Log in to BTCEX using your user name and password.
  2. Click on 'Funds'
  3. Under the tab 'Deposit' Select 'Bitcoin deposit'.
  4. Using the Bitcoin wallet of your choice, transfer Bitcoins to the Bitcoin address of that request.
How to withdraw coins ?

Withdrawal of coins can be made as follows:

  1. Select the Wallet tab in the Accounts page.
  2. Click on withdraw button next to the wallet.
  3. Enter the withdrawal amount and withdrawal address and submit the details.
  4. You will need to enter 2FA/OTP for verifying withdrawal of the amount.
  5. You may also verify the Withdrawal history by navigating to Withdrawals under Transaction tab inside Accounts.
How do i deposit my coins ?
Select Wallet tab inside Accounts, Click on Deposit button to the wallet of your choice, read the instructions carefully and send your coins or funds as required.
How much do you charge as fees ?
This information is provided in the Fees section.
Is it legitimate to send documents via mail ?
No, we only ask you to upload your documents for KYC verification through our website. You will never be asked to send documents or anything through mail. Our admin will explicitly verify your documents and drop you a mail. If we feel some information is missing or awry we will ask you to resubmit the documents on the portal itself.
What do i do when i have a query or face an issue ?
We provide 24/7 support to our customers, that is, we are live and you can see a pop-up on bottom-right of your page suggesting the same. You can also drop a mail to [email protected]
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