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What is electronic video verification?

Electronic Video Verification is an enhanced due diligence process that involves verifying your identity and location information using video technology. In this procedure, your identity, documents, or specific details are authenticated via a live video call with an authorized CoinDCX representative

Knowledge Base Article

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Verification

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Is my information adequately protected during Electronic video verification, considering the potential misuse of video KYC?

CoinDCX operates as a fully compliant crypto exchange in accordance with government rules and regulations. Consequently, we uphold the highest standards of due diligence measures, prioritizing the safeguarding of customers' information. The data obtained during the Video Verification process is secu

Knowledge Base Article

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Verification

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Why was my KYC rejected due to “Account already exists” error?

Your KYC verification might not have been successful as the PAN card details you uploaded are already associated with another CoinDCX account. Please be aware that we are unable to proceed with KYC verification when identical documents are already in our system.

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Pending/Rejected/Fail Status

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KYC rejection reason is not clear. What should I do?

1. KYC rejected due to BAV name mismatch We regret to inform you that your KYC was rejected as your name did not match with the bank documents provided. Kindly upload the document for (Registered user) so we can verify the details again. 2. KYC is rejected due to incorrect documents We regret to inf

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Pending/Rejected/Fail Status

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Can I make deposits/withdrawals on CoinDCX without completing my KYC?

To enjoy the convenience of depositing or withdrawing crypto and INR, it's important for users to complete their KYC (Know Your Customer) process. This helps ensure a secure and smooth experience for everyone.

Knowledge Base Article

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Verification

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Why selfie is mandatory?

A selfie serves as a method for ensuring liveliness, allowing us to confirm a customer's identity against their PAN and Aadhar ID. This process helps prevent the creation and use of fake accounts on our platform, ensuring security and authenticity.

Knowledge Base Article

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Verification

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How frequently is trading data/volume updated?

Data is usually updated about once every 30 to 60 minute(s).

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Reward Hub

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Can I deposit or withdraw crypto from any wallet or exchange?

Yes, you can deposit or withdraw from any verified wallet or exchange. However, deposits from restricted activities are not allowed, and wallets must pass compliance checks.

Knowledge Base Article

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Custody FAQs

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What if I accidentally deposit unsupported tokens or use the wrong network?

CoinDCX may attempt to recover funds, but recovery is not guaranteed. Recovery efforts may take up to 14 days and could incur a service fee. Always double-check the network and token before transferring.

Knowledge Base Article

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Custody FAQs

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I am getting an “Invalid OTP” error on 2FA. What should I do?

If you're seeing an “Invalid OTP” error on Google Authenticator, follow these steps to resolve it: ​ Ensure you’re entering the OTP within 30 seconds, as codes expire quickly. Sync your Google Authenticator: Check that your device’s clock is set to the correct time zone. Open Google Authenticator >

Knowledge Base Article

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OTP

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How to beware of email and telephone scams?

CoinDCX will never call you personally on your phone. If you find a phone number claiming to be for CoinDCX support, it's a scam. Do not call it. Instead, please send us a support ticket with information about the scam.

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Account Related

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How to spot a phishing scam?

The most common types of scams will target you through fake emails, text messages, voice calls or letters that contain: Seeking of username/email and password. Links to password reset or login pages. Attachments to download or view content. Sale or prize deal with discounts and vouchers or claim the

Knowledge Base Article

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Account Related

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What is the process of changing the bank account on an Enterprise account?

Changing your bank account on the CoinDCX app is easy! Just follow these simple steps: ​ 1. Open your CoinDCX app and log in. 2. Tap on the "Profile icon", usually located in the top right corner. 3. Go to 'Account settings' in the menu. 4. Choose 'Account details' from the options available. 5. Tap

Knowledge Base Article

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Enterprise Onboarding

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Can foreign entities open an Enterprise account?

We appreciate your interest in our platform. Currently, we are exclusively onboarding Indian entities to comply with regulatory standards. To ensure adherence to these requirements, we kindly request valid Indian enterprise KYC documentation from our users. We understand that this may pose a limitat

Knowledge Base Article

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Enterprise Onboarding

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Do I need to create an account on CoinDCX if I am an existing user of CoinDCX Pro?

You do not need to create a new account on CoinDCX if you are an existing user on CoinDCX Pro. You can simply log in to CoinDCX using the same email address that was used to register on CoinDCX Pro. The 2FA code generated for your account will be the same as the one used for CoinDCX Pro. Note: If yo

Knowledge Base Article

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Create an Account

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What mobile devices does CoinDCX support?

Download the CoinDCX app on Android or iOS from trusted sources only. For convenience, use the official link to download the app directly. ​ Important: Always avoid scammers and refer to official sources for downloading.

Knowledge Base Article

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Create an Account

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Can I access my sub-account through the mobile app?

Currently, sub-accounts can only be accessed through the web. We are actively working on adding this feature to our mobile application and will keep you updated once it becomes available.

Knowledge Base Article

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Create an Account

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I am unable to sign up. What should I do?

Encountering trouble signing up? No worries! Here are a few simple checks you can do: Make sure the email ID you entered is correct. Take a look in your spam and junk folders for any emails from CoinDCX or [email protected]. Consider adding CoinDCX to your mailbox whitelist for smoother communica

Knowledge Base Article

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Create an Account

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Can I create a new account with the same set of KYC documents and bank account?

No, you cannot create a new CoinDCX account using the same KYC documents and bank account. Each person is allowed only one account linked to their verified KYC details. Attempting to use duplicate documents or bank details will result in the new account being rejected.

Knowledge Base Article

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Create an Account

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Can there be multiple authorized signatory?

To maintain a streamlined onboarding process and ensure compliance, we currently allow only one authorized signatory to log in and complete the onboarding journey. We cannot link multiple accounts to a single user ID. ​ We understand that this may pose limitations for some users who have multiple au

Knowledge Base Article

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Enterprise Onboarding

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DISCLAIMER

The information and material contained herein are subject to change without prior notice including prices which may fluctuate based on market demand and supply. The material available on the site is proprietary to CoinDCX, its parent, Licensor and/or its affiliates and is for informational purposes and informed investors only. This material is not: (i) an offer, or solicitation of an offer, to invest in, or to buy or sell, any interests or shares, or to participate in any investment or trading strategy, or (ii) intended to provide accounting, legal, or tax advice, or investment recommendations. Note Crypto products and NFTs are unregulated and can be highly risky. There may be no regulatory recourse for any loss from such transactions.

*Data sourced from Looker app as on 01st May,2023
*Data as on 01st May,2023
*Quarterly trading volume for Q4 FY'22. Currency conversion rate applied as in data capturing period
*FIU Registered entity, NEBLIO TECHNOLOGIES PVT LTD
*Certified in India for May 2023-24