04 / HELP

Answers for your next step.

Get help with access, verification, accounts, payments and orders. Search by question or choose a topic.

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Practical answers, from a missing email to a pending order.

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Registration and access

Verification and security

Accounts and balances

Deposits and withdrawals

Orders and market data

Portfolio and website use

Data and preferences

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Answers for your next step.

How can we help?

Registration and access

I have not received the confirmation email. What should I do?

Why does registration reject my username or password?

My email link is invalid or has expired. How do I continue?

How do I reset a forgotten password?

I logged in, but I am still on the website. Where is my account?

Do I log in with my username or email address?

What should I do when I see “Too many attempts”?

Verification and security

Why am I asked to verify before funding or trading?

Which documents can I upload for verification?

Can I correct a submitted verification application?

How do I enable two-factor login, and why might a code fail?

How do I change my email address safely?

Can I finish identity verification later?

My documents uploaded successfully. Am I already verified?

Why can I not choose a different verification document type?

How can I keep authenticator access when changing phones?

Accounts and balances

How are my real and demo accounts different?

What happens when I reset my demo account?

How do I open another real account?

Does changing the display currency convert my money?

Why is my account value different from my cash balance?

I changed accounts and my orders or positions disappeared. Where are they?

Why can one currency balance be negative while the account has value?

Deposits and withdrawals

How do I choose the right network for a crypto deposit?

I sent a deposit, but my balance has not changed. What should I check?

Can I pay an expired deposit invoice?

Can I cancel a withdrawal, and what happens to the reserved money?

Why is the amount available to withdraw lower than my account value?

What do withdrawal statuses mean, and where is the transaction hash?

Can I withdraw into a different coin from the currency I hold?

Why is the amount I receive lower than the withdrawal amount?

My withdrawal quote expired. Should I confirm the old amount?

Why is my deposit or withdrawal amount rejected?

I used the wrong deposit network or left out a memo. What now?

Orders and market data

Why is my limit or stop order still waiting?

What does cancelling a partially filled order do?

Does a stop-loss guarantee my chosen exit price?

Does increasing leverage increase the quantity in my order?

Why do I see an old price or a dash instead of a valuation?

The chart reached my order price. Why was it not filled?

Why does the order form reject a small or fractional quantity?

Why can an order be rejected even though my balance is positive?

How do I close only part of a position?

What happens to the other protective order when take-profit or stop-loss fills?

Portfolio and website use

Why can I buy a presale asset but not sell it?

What happens to my presale purchases at listing?

Where can I find the actual trade price and commission?

Why are my chart drawings or layout missing on another device?

An action failed or the connection broke. Should I repeat it?

Does a price alert automatically open or close a trade?

Data and preferences