Here are the answers to some frequently asked questions about account security on AscendEX:

 

1.     Can I change my login password?

Yes. Users can modify their login passwords. To protect an account, we recommend that users change their login password regularly, as often as once every two months.
 

2.     Is there a time limit for the availability of deposit and withdrawal functions after I change my login password?

Yes. The deposit and withdrawal functions are not available for 24 hours after users modify their login passwords.
 

3.     Can I check my account security level?

Yes. Users can check their account security level on their PC via the profile icon- Security & Settings. 
 

4.     Is account verification useful?

Account verification helps enhance users’ account security and users are entitled to more benefits, such as higher withdrawal amounts, once verified.
 

5.     Can I alter my signup phone?

Yes. Users can bind a new phone number to their account after unbinding their old one.

For users who lost access to their phones, please log into the AscendEX official website and click on [Contact Us] on the bottom right of the page to submit your email address, specify your issue and provide the information.

i. For KYC-verified users

Please provide the photos of the front and back of your ID document used for identity authentication. After verification, we will help you apply for unbinding your mobile phone number.

ii. For non-KYC verified users

Please provide your email address and the information listed below to unbind your phone number:

1. The phone number you are currently binding your account to and the country code of the phone number

2. Please choose two of the following three questions to answer

a、What tokens do you have in your current account?

b、Have you ever made any deposits to your account? If so, what currency, how much, and when were the last 3 deposits?

c、Have you ever made any withdrawals? When were the last 3 withdrawals made?

Kindly reminder: The withdrawal function will be disabled for 24 hours after unbinding your phone. Please make ready in advance.   

Please make sure the photos are clear and the content is legible

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

6.     Can I alter my signup email address?

Yes. Users can bind a new email address to their account after unbinding their old one.

For users who have lost access to their email, please log into the AscendEX official website and click on [Contact Us] on the bottom right of the page to submit the following information:

  • Your account email
  • Problem description
  • Your new email addresses in the pop-up window

Then provide the materials required as below in attachments:

1. The photos of the front and back of your ID used for identity authentication

2. A selfie photo holding the ID and a piece of personal signature paper.The personal signature paper should include:

a) The original email used to register for an account.

b) The date.

c) The new account email and the explanation for the change.

d) “AscendEX will not be held accountable for any asset loss caused by the change of my account email” should be written on the page.

3. Please answer the following three questions

a) What tokens do you have in your current account?

b) Have you ever made any deposits to your account? If so, what currency, how much, and when were the last 3 deposits?

c) Have you ever made any withdrawals? When were the last 3 withdrawals made?

4. We will send a notification email to your old email address to ensure your account security. Your email address will be updated after 5 workdays if there is no abnormality.

Kindly reminder: The withdrawal function will be disabled for 24 hours after changing your mail address. Please make ready in advance.

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

Please note, the new email address should be one that has not been used for registration on AscendEX before.
 

7.     Can I remove Google 2FA Authentication from my account?

Yes. Users can disable the Google 2FA authentication for their accounts, but we strongly recommend that users enable this function. Using Google 2FA authentication will strengthen your account security in actions such as withdrawal, security setting, API management, etc. and help prevent account theft.
 

8.     Can I select a way to receive the notifications?

Yes. Users can log in to their AscendEX account and modify their notification settings using the following methods:

For App Users: Navigate to profile Icon - Settings - Notifications

For PC Users: Navigate to the profile Icon - Security & Settings -Notification Setting 
 

9.     Can I unset the anti-phishing code?

No. The anti-phishing code function is not allowed to be disabled once it has been set, but the code can be modified anytime. Please see below to learn more:

How to set an anti-phishing code (PC)

How to set an anti-phishing code (APP) 
 

10.   How can I unfreeze a frozen account?

To unfreeze a frozen account, users need to use their registered email address to open a new ticket https://asdx.zendesk.com/hc/en-us/requests/new to our customer support to start the application. 

Please provide your email address, description of the problem as well as the materials required listed below as attachments to unfreeze your account: 
1.Video: In the video, you should hold you IDs and a piece of personal signature paper, which include: 
a.Personal account. 
b.The date. 
c.Purpose: Unfreeze the account. 
d.Explain why the account was frozen. 
All the information needs to be shown in the same video, which can’t be cut or spliced and should be clear and recognizable
2.Please answer the following three questions
a、What tokens do you have in your current account?
b、Have you ever made any deposits to your account? If so, what currency, how much, and when were the last 3 deposits?
c、Have you ever made any withdrawals? When were the last 3 withdrawals made?
After verifying the info, our Customer Support will unfreeze your frozen account. 
 

11.   Can I check what devices have logged into my account?

Yes. AscendEX supports device login management. Users can manage devices that are logged into their accounts via the profile icon-Security & Settings-Device Management on their PC.