Frequently asked questions about the MEXC exchange

Account

Struggling to Receive SMS Verification Code on MEXC

In case you do not receive the SMS verification code on your mobile phone, it could be for one of the following reasons. Please try to obtain the verification code again by following the relevant instructions:

Reason 1: MEXC does not offer service in your nation or region, and SMS services for mobile numbers are not available.

Reason 2: It’s possible that the security software you installed on your phone intercepted and blocked the SMS.

• Solution: Open your mobile security program, turn off blocking for a while, and then attempt to get the verification code once more.

Reason 3: Issues with your mobile service provider, such as SMS gateway congestion or other irregularities.

•  Solution: Delays or message loss may occur when your mobile provider’s SMS gateway is overloaded or exhibiting anomalies. To obtain the verification code, try again later or get in touch with your mobile service provider to confirm the situation.

Reason 4: A large number of SMS verification codes were requested rapidly.

•  Solution: Sending too many SMS verification codes in a short period of time may prevent you from receiving the code. Kindly wait and try again at a later time.

Reason 5: You are currently experiencing poor or no signal.

•  Solution: A weak or nonexistent signal is probably the cause of your inability to receive SMS or the delays in receiving it. Try again in an area with a stronger signal.

Other issues:

Receiving SMS verification codes can also be impeded by a number of circumstances, such as disconnected mobile service due to lack of payment, full phone storage, SMS verification being reported as spam,…

Note:

If you’re still not receiving SMS verification codes after trying the above solutions, it’s possible that you’ve blacklisted the SMS sender. Please contact online customer service for assistance in this situation.

How to proceed if ou are not receiving the email from MEXC？

Please consider the following approaches if you have not received the email:

1. Make sure the email address you provided during registration is correct;
2. Check your spam folder or any other folders;
3. Double-check that emails are properly sent and received on the email client’s end;
4. Consider using a widely used email account from a well-known provider, like Outlook or Gmail;
5. Check your inbox later, as there may be a network delay. The verification code is valid for 15 minutes. 
6. If you’re still not getting the email, it could have been blocked. Before attempting to receive the email again, you will need to manually whitelist the MEXC email domain.

Kindly add the following senders to your email domain whitelist:

Whitelist for domain name:

• · mexc.link
• mexc.sg
• mexc.com

Email address whitelist:

• mexc@notice.mexc.link
• mexc@email.mexc.link
• mexc@info.mexc.link
• mexc_official@email.mexc.link
• do_not_reply@mailer.mexc.sg
• dontreply@notification.mexc.link

Note: It may take a while for the whitelist to take effect for some email service providers, so after making the necessary whitelist settings, please wait 10 minutes before attempting to receive the email verification code.

How to Strengthen the Security of MEXC Account

1. Password Settings: Create a strong and exclusive password. Ensure that your password has ten characters or more, with at least one capital, one lowercase, one number, and one special symbol for security reasons. Refrain from using information that is readily available to others, such as your name, email address, birthday, mobile number, or information with obvious patterns,….

• We do not advise using the following password formats: test123, abc123, 123456, lihua, and 123456abc.
• Recommended password formats include Q@ng3532!, iehig4g@#1, and QQWwfe@242!

2. Changing Passwords: To improve account security, we advise you to change your password frequently. It is recommended that you use a new password each time you change it, ideally every three months. We advise using a password manager like “1Password” or “LastPass” for more convenient and safe password management.

Furthermore, please do not share your passwords with anybody else to safeguard its strict confidentiality. MEXC staff will never request your password in any situation.

3. Two-Factor Authentication (2FA)

Linking Google Authenticator: Google Authenticator is a dynamic password tool developed by Google. You must either enter the key or scan the barcode that MEXC has provided using your mobile device. The authenticator will provide a valid 6-digit authentication code every 30 seconds after it is added. After linking successfully, each time you log into MEXC, you must enter or copy the 6-digit authentication code that displays on Google Authenticator.

Linking MEXC Authenticator: You may download and utilize MEXC Authenticator from the App Store or Google Play to improve the confidentiality of your account.

4. Be cautious with phishing.

Before logging into your MEXC account, always make sure the link is the official MEXC website and beware of phishing emails pretending to be from MEXC. Staff members at MEXC will never ask you for your Google Authenticator codes, password, or verification codes via SMS or email.

 What is Two-Factor Authentication?

 Two-factor authentication (2FA) is an extra layer of security that complements email verification and account passwords. When 2FA is enabled, you will be required to enter the 2FA code in order to carry out specific MEXC platform tasks.

How does the TOTP operate?

For two-factor authentication, MEXC employs a Time-based One-time Password (TOTP), which is the creation of a temporary, one-time 6-digit code* that is only valid for 30 seconds. Before you may take any activities on the platform that impact your personal information or assets, you must input this code.

*Remember that the code should only contain numbers.

How to Set up Google Authenticator?

1. Sign in to the MEXC website, click the [Profile] button, then select [Security].
2. To begin the setup process, choose MEXC/Google Authenticator.
3. Install the authenticator application.

If you’re using an iOS device, search for “Google Authenticator” or “MEXC Authenticator” on the App Store and download them.

Users of Android devices can install “Google Authenticator” or “MEXC Authenticator” by going to Google Play.

4. Open the authenticator app that you downloaded. To produce verification codes, either scan the QR code displayed on the page or manually copy and paste the key into the app.
5. Select [Get Code] and provide the Authenticator code as well as the 6-digit number that was emailed to you. To finish the procedure, click [Submit].

Verification

How to finish the Identity Verification process? A step-by-step tutorial:

The main KYC on the MEXC website

1. Log in to your MEXC account, then hover over the top-right profile icon and select [Identification].
2. Start with Primary KYC and press [Verify].
3. Select your country, provide your full legal name, your ID type, date of birth and attach photos of your ID type before clicking [Submit for review].
4. After verification, you’ll see that it’s being reviewed. You may check the progress of your KYC by accessing your profile or waiting for the confirmation email.

Take note: Image files must be in one of the following formats: PNG, JPG, or JPEG and the file size cannot exceed 5 MB. The face needs to be clearly recognized! The note must be easy to see! Passports should be easily readable.

Primary KYC on MEXC (App)

1. Open the MEXC app, press the [Profile] icon, then choose [Verify].
2. Click [Primary KYC] and select [Verify].
3. Select document-issuing country
4. After completing all the fields below, click [Submit].
5. Upload your photos of the chosen document then [Submit].
6. After verification, you’ll see that it’s being reviewed. You may check the progress of your KYC by accessing your profile or waiting for the confirmation email.

Advanced KYC on MEXC (Website)

1. Log in your MEXC account, Point your mouse to the profile icon on the top right and select [Identification].
2. After that, choose [Advanced KYC] then click [Verify]. 
3. Choose a document-issuing country then [Confirm].
4. Completing the verification procedures, click [CONTINUE].
5. Proceed by placing and taking your ID-type photo on the frame. 
6. After that, select [I’M READY] to begin snapping your selfie.
7. Finally, review the details of the document and click [NEXT].
8. Your application has now been submitted.

Advanced KYC on MEXC (App)

1. Beginning with opening the MEXC app, press the [Profile] icon, then choose [Verify].

2. Click [Verify] after selecting [Advanced KYC].
3. Select your document-issuing country
4. After choosing your ID type, hit [Continue].
5. To proceed, tap [Continue].
6. Take a photo of your ID to continue.
7. Verify that every detail in your picture is obvious then opt for [Document is readable].
8. Next, complete the procedure by taking a selfie with your face in the frame.
9. Subsequently, your verification is under review. To find out the KYC status, either check your profile or wait for the confirmation email.

Unable to upload a photograph for KYC verification.

If you have any problems submitting photographs or get an error notice during your KYC procedure, kindly look into the following verification factors:

1. Make sure that your image format is either JPG, JPEG, or PNG.
2. Ensure that the image size does not exceed 5 MB.
3. Provide a valid and original ID such as a personal ID, driver’s license, or passport.
4. Per the requirements of “II. Know-Your-Customer and Anti-Money-Laundering Policy” – “Trade Supervision” in the MEXC User Agreement, your valid ID must be one of the nations that permit unrestricted trading.
5. If your application adheres to all the requirements above but the KYC verification process is still not complete, there may be a network problem reason. To resolve this, follow these steps:

• Wait for a while before resubmitting your request.
• Clear your browser and terminal caches.
• Apply via the website or mobile application.
• Submit the form using a different browser.
• Make sure the app is updated with the latest version.

Please take a screenshot of the KYC interface error notice and email it to our Customer Service for verification if the problem still exists after troubleshooting. We will respond quickly and upgrade the appropriate interface to offer you with better service. We would like to thank you for your support and cooperation.

Typical Issues in the Advanced KYC Processes

• Uploading unclear, blurred, or incomplete photographs may lead to failed Advanced KYC verification. Please take off your hat (if needed) and face the camera directly while using facial recognition.
• Advanced KYC is integrated with external public security data, allowing automated verification that is not subject to human intervention. Ask online customer support for advice in case of a special situation affecting the process such as a change in residency or identification documents.
• Advanced KYC only can be performed up to 3 times a day for a single account. Therefore, make sure that your uploaded details are completed accurately.  
• It is impossible to take photos of your documents or facial recognition if your app doesn’t have camera permission. 

How to Apply and Verify for an Institution Account.

You can follow the step-by-step tutorial below in order to apply for an Institution account:

1. Log in to your MEXC account and proceed to [Profile] – [Identification] then click on [Switch to institutional verification].
2. Prepare the listed documents as follows and select [Verify Now].
3. Fill in all the information requested on the “Data Filling” page, including institutional information, the registered address and its operating address. Once the form is completed, click [Continue] to access the member information area.
4. Select the “Member Information” tab then provide relevant information about the firm authorizer, individuals who are in charge of managing or administering the organization, and the ultimate beneficiary. After completing all required categories, click the [Continue] button to move to the next part. 
5. Continue to the “Upload Files” page, submit the previously prepared documents for the institutional verification process. Upload the required files and thoroughly review the statement. Tick the “I fully agree with this statement” box to indicate that you agree, then click [Submit] to finish the procedure.
6. Your application is now successfully submitted. Keep waiting patiently while we analyze your details.

Deposit

What is a tag or meme, why do I need to submit it when making a deposit?

Each account has a tag or memo, which is a special identification used to recognize deposits and credit to the appropriate account. You have to enter the appropriate tag or memo for some cryptocurrency deposits to be correctly credited such as BNB, XEM, XLM, XRP, KAVA, ATOM, BAND, EOS,…

How to check my transaction history?

1. Access your MEXC account, select  [Wallets] and click [Transaction History].
2. On this page, you can observe the status of your withdrawal or deposit.

Uncredited Deposit Reasons:

1. Lacking number of block confirmations for a regular deposit.

Generally, each cryptocurrency requires a specific number of block confirmations before the transfer amount is credited into your MEXC account. Please visit the relevant cryptocurrency’s deposit page for details about the minimum number of block confirmations needed.

2. Depositing an unlisted cryptocurrency

Please be sure the cryptocurrency you want to deposit on the MEXC platform is supported. Please confirm the cryptocurrency’s entire name or its contract address, your account may not receive a deposit if discrepancies are found. In this case, ask the technical team for help processing the refund by submitting a Wrong Deposit Recovery Application.

3. Making a deposit using an unsupported smart contract technique

At the moment, the smart contract method is not available for depositing certain cryptocurrencies on the MEXC platform. Therefore, you can not deposit via smart contracts. Because some transfers of smart contracts need to be processed by hand, please contact online customer services promptly to send your support request.

4. Depositing to the wrong deposit network or cryptocurrency address

Before starting the deposit, make sure you have entered the deposit address correctly and chosen the appropriate deposit network. The assets could not be credited if that’s not completed. To help with the refund procedure in such a case, pls send a [Wrong Deposit Recovery Application] to the technical staff.

Trading

What is a stop-limit order?

A stop-limit order is a type of limit order used to trade financial assets. It includes establishing a limit price and a stop price. Once the stop price is reached, the order is triggered and a limit order is placed on the market. After that, the order is then executed when the market has reached the set limit price.

Its functions work as follows:

• Stop Price: This is the price at which the stop-limit order is activated. The limit order is added to the order book and the order takes effect when the asset’s price reaches this stop price.
• Limit Price: The limit price is the indicated price or potentially better price at which the stop limit order is expected to be executed.

For sell orders, it is advisable to place the stop price a little bit higher than the limit price. This pricing differential offers a security between the order’s activation and fulfillment. On the other hand, for buy orders, putting the stop price a little bit below the limit price reduces the possibility that the order won’t be performed.

Remember that the order is executed as a limit order whenever the market price hits the limit price. Appropriately setting the stop and limit prices is essential; if the take-profit or stop-loss limits are set too low or too high, the order might not be filled because the market price may not reach the set limit.

How to place a stop-limit order?

How does a stop-limit order work?

The price is 2,400 (A) at this time. The stop price might be placed below the current price like 1,500 (C), or higher than it, such as 3,000 (B). The limit order will be automatically entered into the order book and the stop-limit order will be activated when the price reaches 3,000 (B) or falls to 1,500 (C).
Note: 

Both buy and sell orders can customize the limit price either above or below the stop price. For instance, stop price B may be paired with lower limit price B1 or a higher limit price B2.

When the limit price is achieved before the stop price, or even before the stop price is triggered, the limit order is considered invalid.

When the stop price is reached, it simply signifies that a limit order has been triggered and will be sent to the order book, rather than being filled immediately. The limit order will be conducted based on its regulations.

How to create a stop-limit order on MEXC?

2: Sign in to your MEXC account and select [Spot].

2. Choose [Stop-limit]. MX is used as an example here.
3. Choose how much cryptocurrency you want to buy and enter the trigger and limit prices. Press [Buy MX] to confirm the transaction information.

How can I check my stop-limit orders?

After submitting the orders, you can review and modify your stop-limit orders under [Open Orders] by scrolling to the bottom of the page.

Click on the [Order History] tab to view canceled or performed orders.

What is a Limit Order?

In contrast to a market order, which is executed instantly, a limit order is a directive to purchase or sell an item at a specific limit price. Besides, the limit order is only triggered in case the market price either hits or exceeds the specified limit price. This allows traders to target particular purchasing or selling prices that differ from the current market rate.

For example:

• If you place a buy limit order for one bitcoin of $60,000 when the going rate is $50,000, your order will be filled immediately at the $50,000 going rate. This is due to the fact that it is a more advantageous price than your $60,000.
• Similarly, if you place a sell limit order for one bitcoin of $40,000 and the market is $50,000, your order will be filled at $50,000 instantly because that is a higher price than your $40,000.

To sum up, limit orders provide traders a strategic approach to managing the price at which they purchase or sell an asset, guaranteeing execution at the created limit or better than the market price. 

What is Market Order?

A market order is a trading order that is executed immediately at the current market price. A market order is processed as soon as possible after it is placed. Both purchasing and selling of financial assets are available with this kind of order.

When creating a market order, you can indicate the total amount of money you want to send or receive from the transaction, shown as [Total] or the quantity of the asset you would like to purchase or sell, denoted as [Amount].

For example, if you want to buy a particular number of MX, you can provide the amount directly. On the other hand, you may select the [Total] option to place the buy order if your purpose is to buy certain quantities of MX with an amount of money, such as 10,000 USDT. Therefore, traders can freely perform trading based on their predetermined number of assets or money. 

What is the OCO (One-Cancels-the-Other) Order?

One-Cancels-the-Other, or OCO, orders are created by combining a limit order and a TP/SL order into a single order. If the TP/SL order is triggered or the limit order is executed, the other order is instantly canceled. When manually canceling one, the other order is also canceled simultaneously.

When purchasing or selling is guaranteed, OCO orders might aid in getting better execution prices. Investors who intend to put a limit order and a TP/SL order at the same time during spot trading can utilize this trading strategy.

 Presently, OCO orders are only supported for a few tokens, particularly Bitcoin. Let’s use Bitcoin as an example:

Assume that you want to buy Bitcoin when its price decreases from $43,400 to $41,000. However, if you believe that Bitcoin will continue to rise in value even after passing $45,000, you would rather be able to buy when it reaches $45,500.

On the Bitcoin trading website, under the “Spot” section, click [ᐯ] next to “Stop-limit” and select [OCO]. Enter 41,000 in the “Limit” box, 45,000 in the “Trigger Price” field, and 45,500 in the “Price” field in the left side. Next, decide the purchase price in the “Amount” section and select [Buy BTC] to place the order.

How to Check My Spot Trading Activity?

In the trading interface, the Orders and Positions tab at the bottom allows you to examine your spot trading activity. To view the status of your open orders and the performed ones, simply switch between the tabs.

1. Open orders

You may examine the following information about your open orders under the [Open Orders] tab:

• Trading pair.
• Order Date.
• Order Type.
• Side.
• Order price.
• Order Quantity.
• Order amount.
• Filled %.
• Trigger conditions.

Check the [Hide Other Pairs] box to show only the current open orders.

2. Order history

A list of your completed and unfinished orders during a specified time is displayed in your order history. You may see order information, including:

• Trading Pair.
• Order Date.
• Order Type.
• Side.
• Average Filled Price.
• Order Price.
• Executed.
• Order Quantity.
• Order Amount.
• Total amount.

3. Trade history

Trade history provides a list of your matched orders over a period of time. You may also verify your status as a market maker or taker, as well as the transaction fees.

You can customize the dates by using the filters to view trade history.

Withdrawal

Why haven’t I received my withdrawal yet?

The steps involved in transferring funds are as follows:

• A withdrawal transaction that MEXC initiated.
• The blockchain network confirmation.
• Deposit on the appropriate platform.

Within 30 to 60 minutes, a TxID (transaction ID) will typically be created, confirming that the withdrawal process on the MEXC platform was properly completed and that it is still waiting on the blockchain.

Nevertheless, it may take a while for the blockchain and the associated platform to confirm a specific transaction.

Your transaction may take longer to process due to network congestion. You may utilize a blockchain explorer to check the status of a transfer using the transaction ID (TxID).

• Please wait for the procedure to be finished if the blockchain explorer indicates that the transaction is unconfirmed.
• If the blockchain explorer shows that the transfer is already confirmed, it means that your funds have been sent out successfully from MEXC, and we cannot give more support on this issue. To get more assistance, contact the target address’s owner or support staff.

Significant Requirements for MEXC Platform Cryptocurrency Withdrawals

1. In the case of cryptocurrency that supports different chains, such as USDT, please select the appropriate network when requesting a withdrawal.
2. If a MEMO is needed for the cryptocurrency withdrawal, please ensure that you copy accurately and enter the right MEMO from the receiving platform. If not, the withdrawal might result in the loss of the assets.
3. Please double-check the address or contact with online support team for assistance if the website indicates that the address is invalid after you enter it.
4. Withdrawal costs differ by cryptocurrency and may be displayed after selecting the coin on the withdrawal page.
5. In the withdrawal page, you can see the minimum withdrawal amount and withdrawal costs for the relevant cryptocurrency.

How can I see the blockchain’s transaction status?

1. Access your MEXC, select [Wallets], and choose [Transaction History].
2. 
   
   Tap on [Withdrawal] then  you can view your transaction status here.