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The email code doesn't arrive

• Check you entered the email you registered with.
• When logging in, use the 'Log in' page: the 'Sign Up' page doesn't send login codes.
• Check your inbox isn't full and look in spam; whitelist CoinEx's email addresses.

Your Google Authenticator code is unavailable

• On coinex.com click Log In, enter your email and password, then 'Security verification unavailable?'.
• Read the reset instructions, confirm the reset, then verify with your email and password.
• Forgot the password too? Click 'Forgot Password' and submit documents for verification.

You got an email about a login you don't recognise

• Click 'Log out' in the email to remove the suspicious device; you can also freeze your account.
• Contact CoinEx support or submit a ticket.

You want to check where you're logged in

• On coinex.com open Avatar > Account Overview > 'Login Status Management' to see and manage past logins.

You never confirmed the withdrawal email, or it expired

The withdrawal is processed after you confirm it in the email within 30 minutes; an unconfirmed request is cancelled automatically after 24 hours.

• Resend the email from the 'Withdrawal Records' page, or click [Cancel] and start the withdrawal again.

The withdrawal stays pending

Withdrawals are audited first: usually 5-15 minutes, 15-30 minutes for larger ones. During wallet maintenance a withdrawal may wait until the maintenance ends.

• If it stays pending a long time, cancel it in 'Withdrawal Records' or contact CoinEx support.

The withdrawal was cancelled by the system

Node issues can cancel it; a refund record then appears in 'Asset History'.

• Start a new withdrawal if you still need it.

The receiving platform didn't credit it

The other platform may not support that crypto or network, the Memo/Tag may be wrong, or the amount may be below its minimum deposit.