1.     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.

_______16267733728606.png

2.     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.

3.     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 support@ascendex.com 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.

4.  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 support@ascendex.com, 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.

5.  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.

6.  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 phone's contacts or any other list that can block the platform's SMS.
  • Users can restart their mobile phones.

7.  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.