Koinex

Account 4

• I would like to change/correct my name/email ID/mobile number.
• I want to change details in my profile but I don't have the original copies of my PAN card
• I would like to change my linked bank A/c
• I don’t want to continue my Koinex account anymore. How do I deactivate it?

Registration and verification 5

• Can I trade on Koinex without registration or KYC verification?
• Which documents are required for KYC verification on Koinex?
• Is PAN Card mandatory for opening a Koinex account?
• I do not have an Aadhaar card/PAN card
• I do not receive an OTP/Email.

KYC 1

• My KYC has not yet been verified.

Login issues 5

• I have forgotten my primary password.
• I have forgotten my primary and recovery password.
• 2FA issue - Lost/reset/updated my smartphone
• 2FA issue - The OTP generated by the authenticator shows invalid
• I get an error message saying “Oops! Something went wrong.” What do I do?

INR queries 1

• Can I deposit/ withdraw INR from my Koinex account?

Cryptocurrencies/ Tokens/ Digital Assets 9

• What are cryptocurrencies?
• Why should I invest in cryptocurrencies?
• Can I use my Koinex cryptocurrency wallets to only store my cryptocurrencies?
• Can I have multiple wallets (or wallet addresses) for one cryptocurrency on Koinex?
• What is a public key? Where can I find the public key of Koinex cryptocurrency wallets?

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Trading 5

• How to buy/sell cryptocurrencies on Koinex?
• What is the trade fee for buying/ selling cryptocurrencies on Koinex?
• How long does it take to process my cryptocurrency buy/ sell order on Koinex?
• There are matching buy and sell orders but they are not getting executed. Why is it so?
• Can someone else trade on behalf on me? Or can I trade on behalf of someone else?

Security 8

• How to create a new password if I have lost/ forgotten my old one?
• Is my personal information secure on Koinex? What is the privacy policy?
• What is 2-factor authentication (2FA)? How does it secure my Koinex account?
• What happens if my Koinex account gets compromised/ hacked?
• How to report a unusual activity on my account?

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Cryptocurrency withdrawals 6

• Status for my cryptocurrency withdrawal says “Pending”. What does it mean?
• I entered a wrong withdrawal address for my cryptocurrency. Can I stop or revert the transaction?
• I have initiated an XRP/XLM withdrawal from Koinex wallet, but is in pending status and hasn’t credited in the receiving wallet.
• I have initiated an XRP withdrawal from my Koinex wallet, but it is in processed status and hasn’t credited in the receiving wallet. The transaction generated cannot be found in the Ripple explorer.
• I have withdrawn a Ripple amount that is less than 20 XRP. It is in processed status and there is no credit in the destination wallet.

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Cryptocurrency deposits 7

• I had transferred less than .0005 BTC to my Koinex wallet, but it hasn’t been credited to my Koinex wallet.
• I had transferred BTC from my BTC wallet to my Koinex BCH wallet.
• I had transferred BCH to my BTC wallet in Koinex but it hasn’t yet credited to my wallet.
• I had made multiple BTC/LTC/BCH deposits to my Koinex wallet, but almost half of it wasn’t credited to my Koinex wallet
• I forgot to add a Destination tag/Memo ID while trying to make a Ripple/Stellar deposit in my Koinex wallet.

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P2P INR feature 13

• What is the new P2P INR feature?
• How does the new INR deposit feature work?
• How does the new INR withdrawal feature work?
• When can I dispute a P2P INR transfer request?
• How does a request get canceled?

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FUEL 10

• What is FUEL?
• How does fuel work?
• How much can I add as fuel?
• Is adding fuel necessary?
• Will I be unable to get a match if I don't add fuel?

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