Frequently Asked Questions (FAQ) of Account, Security, Deposit, Withdrawal in AscendEX

Jan 18, 2024

Account

Where can I download the official AscendEX app?

Please make sure you download the official app from AscendEX’s website. Please visit the following website or scan the QR code with your phone to download the app.

Download for Android
Download for iOS
Website: https://m.ascendex.com/static/guide/download.html

The QR code:

Frequently Asked Questions (FAQ) of Account, Security, Deposit, Withdrawal in AscendEX

Can I skip the binding step when I am registering an account with a phone or an email?

Yes. However, AscendEX strongly recommends that users bind their phone and email address when they register an account to enhance security. For verified accounts, two-step verification will activate when users log in to their accounts and can be used to facilitate account retrieval for users locked out of their accounts.

Can I bind a new phone if I have lost the current one bound to my account?

Yes. Users can bind a new phone after unbinding the old one from their account. To unbind the old phone, there are two methods:

Official Unbinding: Please send an email to [email protected] providing the following information: the signup phone, country, the last 4-numbers of the ID document.
Do It Yourself Unbinding: Please visit AscendEX’s official website and click profile icon – [Account Security] on your PC or click profile icon – [Security Setting] on your app.

Can I bind a new email if I have lost the current one bound to my account?

If a user’s email is no longer accessible, they can use one of the following two methods to unbind their email:

Official Unbinding

Users should send an email to [email protected], providing the following information: photos of the front and backside of the ID that is verified for their accounts, a confirmation photo holding the ID document, and a full screenshot of their account’s profile page with a profile name revised using the new email address. (The new email address users provide must not have been used to sign up for another AscendEX account and it cannot be bound to an existing AscendEX account.)

The ID document confirmation photo must include the user holding a note with the following information: the email address bound to the account, the date, the application for resetting the email and reasons for it, and "AscendEX is not responsible for any potential loss of account assets caused by my resetting my email."

Do It Yourself Unbinding: Users should visit AscendEX’s official website and click the profile icon – [Account Security] on their PC or click the profile icon – [Security Setting] on the app.

Can I reset my signup phone or email?

Yes. Users can visit AscendEX’s official website and click the profile icon – [Account Security] on their PC or click profile icon – [Security Setting] on the app to reset the signup phone or email.

What should I do if I don’t receive a verification code from my phone?

Users may also try the following five methods to solve this problem:

Users should make sure the phone number entered is correct. The phone number needs to be the signup phone number.
Users should make sure that they have clicked the [Send] button.
Users should make sure their mobile phone has a signal and that they are in a location that can receive data. Additionally, users can try restarting the network on their devices.
Users should make sure AscendEX is not blocked in their mobile phones contacts or any other list that can block the platforms SMS.
Users can restart their mobile phones.

What should I do if I don’t receive a verification code from my email?

Users may try the following five methods to solve this problem:

Users should make sure the email address they entered is the correct signup email.
Users should make sure that they have clicked the [Send] button.
Users should make sure their network has enough signal to receive data. Additionally, users can try restarting the network on their devices
Users should make sure AscendEX is not blocked by their email address and is not in the spam/trash section.
Users can try restarting their devices.

How many sub-accounts can I create per parent account?

Each parent account may have up to 10 sub-accounts. If you need more than 10 sub-accounts, please initiate the request on the bottom of this page or send us an email at [email protected].

What is fee structure for asset transfers between parent and sub-accounts, and between sub-accounts?

Fees will not be charged for asset transfers from a parent account to its sub-accounts, or between sub-accounts.

What kinds of assets can I transfer to sub-accounts?

Any asset listed in cash account, margin account and futures account under [My Asset] page can be transferred to a sub-account.

How do I close an existing sub-account if I don’t want to use it anymore?

At the moment, AscendEX does not support the closure of sub-accounts. Please use the “Freeze Account” feature to discontinue a sub-account if needed.

What are the trading fees for sub-accounts?

All sub-accounts’ VIP level and trading fees required are determined by the parent account that the sub-accounts are placed under. VIP level and trading fees required for a parent account will be determined by the trailing 30-day trading volume and trailing 30-day average unlocked ASD holdings in both the parent account and its sub-accounts.

Can I deposit to or withdraw from a sub-account?

No. All deposits and withdrawals must be completed through the parent account.

Why cant my phone be bound to a sub-account?

A personal device that is already bound to a parent account cannot be used to bind a sub-account and vice versa.

Can I create a sub-account via an invitation code?

No. Only a parent account can sign up via an invitation code.

Can I join an AscendEX trading competition with a sub-account?

No, you may not join an AscendEX trading competition with a sub-account. AscendEX trading competitions are only available to parent accounts. However, all trading volume in sub-accounts count toward the parent account’s total trading volume and is accounted for when determining whether a user is qualified for a trading competition.

Can parent accounts cancel open orders on sub-accounts?

No. If the trading feature is enabled on a “live” sub-account, orders cannot be canceled by the parent account. You can only check them via a parent account. When sub-accounts are frozen or sub-account trading is disabled by a parent account, all open orders on the respective sub-accounts are automatically canceled.

Can I use a sub-account for Staking and DeFi Mining?

Sorry. Users cannot use a sub-account for investment products: Staking and DeFi Mining.

Can I use a sub-account to buy an Airdrop Multiple Card, ASD Investment Multiple Card and Point Card?

Users can only buy Point Card using a sub-account and not an Airdrop Multiple Card and ASD Investment Multiple Card.

Security

Two factor authentication failed

If you receive a "Two factor authentication failed" after you input your Google Authentication code, please follow the instructions below to solve the problem:

Synchronize the time on your mobile phone (Go to the main menu on the Google Authenticator app select Settings - Select Time correction for codes - Sync now. If you use iOS please set Settings - General - Date Time - Set Automatically - to On, then make sure your mobile device displays the correct time and try again.) and your computer (from which you attempt to login).
You can download authenticator extension of chrome (https://chrome.google.com/webstore/detail/authenticator/bhghoamapcdpbohphigoooaddinpkbai?hl=en) on computer, then use the same private key to check if the 2FA code is the same with the code on your phone.
Browse the Login page using incognito mode on the Google Chrome web browser.
Clear your browser cache and cookies.
Try to login from our dedicated mobile app.

If none of the suggested steps above solve your problem, then we suggest you to initiate the resetting process of your Google Authenticator: How to reset Google 2FA.

How to Reset Security Verification

If you have lost access to your Google Authenticator app, phone number or registered email address, you can reset it per the following steps:

1. How to reset Google Verification
Please send a video application (≤ 27mb) from your registered email to [email protected].

In the video you should hold the passport (or ID card) and a signature page.
The signature page must include: account email address, date and "apply for unbinding the Google verification."
In the video you should state the reason for unbinding the Google verification.

After our Customer Support verifies the info and unbinds your previous code, you can rebind Google Authenticator to your account.

2. How to change phone number
Please send an email to [email protected].
The email must include:

Your previous phone number
Country Code
Last four digits of your ID/Passport No.

After our Customer Support verifies the info and unbinds your previous phone number, you can bind a new phone number to your account.

3. How to change registered email address
Please send an email to [email protected].
The email must include:

Photos of the front and back of your ID/Passport
A selfie of yourself holding your ID/Passport and Signature
Full screenshot of the [Account] page. On the page, please change the nickname to the new email address you want to use

The Signature must include:

Previous registered email address
Date
AscendEX
"Change the registered email address" and the reason
"Any potential asset losses caused by my change of registered email address have nothing to do with AscendEX"

Our Customer Support will verify the info and then update the email address for you.

*Note: The new email address you provide must have NEVER been used for registration on the platform.

How to Make your Account more Secure

1. Password
You should set a complex and unique password with at least 8 characters which ideally includes lowercase letters, uppercase letters, numbers, and special characters. Your password should not show any fixed pattern, such as your name, email address, birth date, phone number, or any easy-to-access information. Patterns like 123456, qwerty, ascendex123, qazwsx and abc123 are not recommended, as opposed to desirable examples such as ）kIy5M<. or you can also further secure your account by regularly changing password every two months it suggested to use manager last pass record and manage password.>
More importantly, please dont disclose your password to other people. Employees from AscendEX will never ask for your password.

2. Two-factor Authentication

We would recommend you binding Google Authenticator, which is a dynamic password generator introduced by Google. You need to scan the bar code or enter the encryption key. Then, the Authenticator will generate a 6-digit verification code every 10-15 seconds. When the Google Authenticator is enabled, you need to enter the 6-digit verification code shown on Google Authenticator every time you log in to AscendEX.

Click here to check how to set and use Google Authenticator.

3. Be Cautious of Phishing Attack

Be cautious of emails sent to you in the disguise of AscendEX. Try not to click links or attachments contained in those suspicious emails. Make sure that you log in to the official website. AscendEX will never ask for your password, email verification code, or Google verification code.

How to Prevent Phishing Attack

1. What is phishing
The phishing attack is a fraud process in which the attacker masquerades as someone else to steal identity information such as account name, passwords, assets and identification numbers, etc. Attackers often pretend to be official staff from operation or custom service divisions or to be network manager in order to gain trust from victims.

2. Mode of Phishing Transmission
Virus: Perpetrators clone a website identical to the trading platform and then send it to user by using virus programs or malware, or put this malicious website on search pages to trick users into logging in to steal users’ account, password, transaction information, and assets.

SMS: By using message service, perpetrators can disguise as the trading platform and send fraud messages to users, claiming that users have won the lottery or that their accounts have been stolen. Users then will be urged to log in to the website designated in the messages to verify their identification. Since the designated site is false and is developed by perpetrators to steal user’s information in the first place, users’ account, password, and other identification information will be obtained by perpetrators once users log in to the malicious website and follow the fraudulent instructions.

Develop a false website: Perpetrators will first develop a false website and then issue false event information on social media platforms including QQ and Wechat full of hollow promises. When users log in to the malicious website, their accounts, passwords and other identification information will be obtained by perpetrators.

Use a false official email box: Perpetrators will send avalanches of fraudulent emails to trick users into logging in to the malicious website that looks identical to the official trading platform website by clicking the links attached under pretexts such as lottery winning or system upgrading. Once users follow the false instructions, the account or password information they input will get stolen.

Forward phishing website links to communities: Trick users into logging in to the malicious site.

3. Prevent Phishing Attack

Use relatively safer browsers such as chrome and upgrade it to the latest version
Refrain from installing random browser plug-ins
Refrain from open suspicious links or enter AscendEX account or password on unknown websites. Otherwise, your information might get stolen by phishing website or Trojan horse
Install anti-virus software and remove computer or phone viruses periodically
Update system on time
Please do not disclose the verification code you receive to anyone else
Please confirm that the domain name you use to log in to the official website or trade belongs to AscendEX (ascendex.com)

How to Prevent a Credential Stuffing Attack

What is a Credential Stuffing Attack?

Credential stuffing is a type of cyberattack in which stolen account credentials are used to gain unauthorized access to user accounts through large-scale automated login requests, directed against a web application. Commonly pulled from a data breach, the stolen account credentials are most commonly lists of usernames and/or email addresses with corresponding passwords. Credential stuffing attackers simply automate the logins for a large number (thousands to millions) of previously discovered credential pairs using standard web automation tools.

Credential stuffing attacks are possible because many users reuse the same username/password combination across multiple websites. Despite the low success rate, advances in bot technology also makes credential stuffing a viable attack.

Best Ways to Prevent Credential Stuffing Attack

1.     Avoid using the same password for multiple websites

AscendEX recommends that users create a unique password for their AscendEX accounts. Users can also opt to use a less popular email service provider or dedicate a separate email address for their AscendEX account to increase the security level.

2.     Create a strong password for your AscendEX account

Avoid using simple, adjacent keyboard combinations such as “123456” or “111111”, or any other easily accessible information such as names and birthdays as your password. Instead, use a combination of upper and lower case letters as well as numbers and special characters to give your password an extra layer of protection.

3.     Change your password regularly

Ideally, you should change your password on a regular basis. Best practices recommend that users change their passwords every two months.

4.     Activate multi-factor authentication

Besides creating a strong password, AscendEX strongly recommends that users set up Google (2fa) Authentication for their accounts.

Deposit

What is a destination Tag/Memo/Message?

A Destination Tag/Memo/Message is an additional address feature built up of numbers necessary for identifying a transaction recipient beyond a wallet address.

Here is why this is needed:

To facilitate the management, most trading platforms (like AscendEX) give one address for all crypto traders to deposit or withdraw all types of digital assets. Therefore, a Tag/Memo is used to determine what actual individual account a given transaction should be assigned and credited to.

To make it simple, the address users send one of these cryptocurrencies to can be equated to an apartment building address. The Tag/Memo identifies which specific apartment users live in, in the apartment building.

Note: If the deposit page requires the Tag/Memo/Message information, users must enter a Tag/Memo/Message when depositing on AscendEX to ensure that the deposit can be credited. Users need to follow the tag rules of the target address when withdrawing assets from AscendEX.

Which cryptocurrencies use Destination Tag technology?

The following cryptocurrencies available on AscendEX utilize destination tag technology:

Cryptocurrency	Feature Name
XRP	Tag
XEM	Message
EOS	Memo
BNB	Memo
ATOM	Memo
IOST	Memo
XLM	Memo
ABBC	Memo
ANKR	Memo
CHZ	Memo
RUNE	Memo
SWINGBY	Memo

When users deposit or withdraw those assets, they must provide a correct address along with a corresponding Tag/Memo/Message. A missed, incorrect or mismatched Tag/Memo/Message may lead to failed transactions and the assets cannot be retrieved.

What is the number of block confirmations?

Confirmation:

After a transaction is broadcast to the Bitcoin network, it may be included in a block that is published to the network. When that happens, it is said that the transaction has been mined at a depth of one block. With each subsequent block that is found, the number of blocks deep is increased by one. To be secure against double spending, a transaction should not be considered as confirmed until it is a certain number of blocks deep.

Number of Confirmations:

The classic bitcoin client will show a transaction as "n/unconfirmed" until the transaction is 6 blocks deep. Merchants and exchanges who accept Bitcoins as payment can and should set their threshold as to how many blocks are required until funds are considered confirmed. Most trading platforms that bear the risk from double spending require 6 or more blocks.

Why Haven’t I Received My Deposits

If a deposit has been made but not credited to your account yet, you may take the following steps to check the transaction status.

Get your Transaction ID (TXID). Please contact the sender if you don’t have it.

Check your block confirmation status with Transaction ID (TXID) on the blockchain browser.

If the number of block confirmations is lower than the platform requirement, please be patient;

Your deposit will arrive when the number of confirmations meets the platform requirement.

If the number of block confirmations meets the platform requirement but is still not credited to your account, please contact the customer service with the following information:

AscendEX account, token and deposit amount, Transaction ID (TXID).

Appendix : Websites to check block confirmations

USDT, BTC: https://btc.com/

ETH and ERC20 tokens: https://etherscan.io/

Litecoin: https://chainz.cryptoid.info/ltc/

ETC: http://gastracker.io/

BCH: https://bch.btc.com/

XRP: https://bithomp.com/explorer/

Deposited Wrong Coins or Missing Memo/Tag

If you sent the wrong coins or missing memo/tag to your AscendEX coin address:

1.AscendEX generally does not offer a token/coin recovery service.

2.If you have suffered a significant loss as a result of incorrectly deposited tokens/coins, AscendEX may, solely at our discretion, assist you in recovering your tokens/coins. This process is extremely complicated and may result in significant cost, time and risk.

3.If you wish to request that AscendEX recover your coins, You need to send a email from you registered email to [email protected], with the issue explain、TXID(Critical)、 your passport、hand-held passport. AscendEX team will judge whether or not retrieve wrong coins.

4.If it was possible to recover your coins, we may need to install or upgrade the wallet software, export/ import private keys etc. These operations can only be conducted by authorized staff under carefully security audit. Please be patient as it may take over 1 month to retrieve wrong coins.

Why can tokens be deposited and withdrawn over more than one network?

Why can tokens be deposited and withdrawn over more than one network?

One type of asset can circulate over different chains; however, it cannot transfer between those chains. Take Tether (USDT) for example. USDT can circulate over the following networks: Omni, ERC20, and TRC20. But USDT cannot transfer between those networks, for example, USDT on the ERC20 chain cannot be transferred to the TRC20 chain and vice versa. Please make sure you select the right network for deposits and withdrawals to avoid any potential settlement issues.

What’s the difference between deposits and withdrawals over various networks?

The main differences are that the transaction fees and transaction speeds differ based on the individual network’s status.

Deposit to a Non-AscendEX address

AscendEX can NOT receive your crypto assets if they are deposited to a non-AscendEX addresses. We cannot help to retrieve those assets due to anonymous feature of transactions via blockchain.

Does a deposit or withdrawal require fees?

There are no fees for a deposit. However, users need to pay fees when withdrawing assets from AscendEX. The fees will reward miners or block nodes who confirm transactions. The fee of each transaction is subject to the real-time network status of different tokens. Please take note of the reminder on the withdrawal page.

Is there a deposit limit?

Yes, there is. For specific digital assets, AscendEX sets the minimum deposit amount.

Users need to make sure the deposit amount is higher than the minimum requirement. Users will see a popup reminder if the amount is lower than the requirement. Please note, a deposit with an amount lower than the requirement will never be credited even the deposit order shows a complete status.

Withdrawal

Why can tokens be deposited and withdrawn over more than one network?

Does a deposit or withdrawal require fees?

Is there a withdrawal limit?

Yes, there is. AscendEX sets the minimum withdrawal amount. Users need to make sure the withdrawal amount meets the requirement. The daily withdrawal quota is capped at 2 BTC for an unverified account. A verified account will have an enhanced withdrawal quota of 100 BTC.

Is there a time limit for deposits and withdrawals?

No. Users can deposit and withdraw assets on AscendEX anytime. If the deposit and withdrawal functions are suspended because of block network breakdown, platform upgrade, etc., AscendEX will inform users via an official announcement.

How soon will a withdrawal be credited to a target address?

The withdrawal process is as follows: Assets transfer out from AscendEX, block confirmation, and receiver accreditation. When users request a withdrawal, the withdrawal will be verified immediately on AscendEX. However, it will take a little longer to verify large-amount withdrawals. Then, the transaction will be confirmed on the blockchain. Users can check for the confirmation process on blockchain browsers of different tokens using the transaction ID. A withdrawal confirmed on the blockchain and credited to the receiver will be deemed as a complete withdrawal. Potential network congestion could extend the transaction process.

Please note, users can always turn to AscendEX customer support when having issues with deposits or withdrawals.

Can I modify the address of an ongoing withdrawal?

No. AscendEX strongly suggests that users should make sure the withdrawal address is correct by the copy-paste clicks or scanning the QR code.

Can I cancel an ongoing withdrawal?

No. Users cannot cancel a withdrawal request once they issue the request. Users need to check the withdrawal information carefully, such as an address, tag, etc. in case of asset loss.

Can I withdraw assets to several addresses through one withdrawal order?

No. Users can only transfer assets from AscendEX to one address via one withdrawal order. To transfer assets to several addresses, users need to issue separate requests.