FAQ

Общи въпроси

Какво е криптовалута?

Cryptocurrency is a decentralized, blockchain-based digital currency. No state body can control the transactions.

Due to cryptographic data protection methods, it is impossible to obtain information about parties involved in transactions.

Какво представлява CREX24?

CREX24 is a professional cryptocurrency exchange platform which has been in operation since 2017.

It unites a number of virtual currencies into one platform.

CREX24 offers low commission rates, enabling traders to maximize their profit.

No limits are placed on deposits or withdrawals by the exchange site.

The company operates in all countries except for the UK, USA, Canada and Israel.

Какво е Bitcoin?

Bitcoin was the first cryptocurrency. Most other digital currencies are based on the Bitcoin open source code. Bitcoin has higher liquidity than other cryptocurrencies, which means it is easier to exchange for fiat currencies and goods/services.

What is Swap?

Swap is the process by which one cryptocurrency is exchanged for another at a set rate.

Rather than selling one coin to buy another, in the exchange of tokens, one coin is instantly exchanged for a new one. The transaction is therefore compulsory because the holder would otherwise lose money.

The Swap is usually organized by coin developers and requires major technical changes in the blockchain of the required coin.

No action is required on the part of the users.

Deposits, withdrawals, and exchanges are temporarily put on hold during the Swap.

The new wallet is set up. Coins are credited to the new coin holders, and the old coins are debited.

Once complete, deposits, withdrawals, and trades are resumed.

What coins are supported at this exchange?

BTC (DASH/PIVX), ERC20, Waves tokens and TRX (TRC10) tokens.

What does "total value of holdings" mean?

The total value of holdings is the approximate value of all the coins and tokens that a user has in USD or BTC, if converted at the current rate.

If one of the currencies cannot be traded at the moment, the value is zero.

Имате ли мобилно приложение?

The Android app is available already in Google Play.

The iOS app is currently in development.

Акаунт и лична информация

Как да се регистрирам?

Попълнете регистрационния формуляр:
  • email адрес (използван като идентификатор на сайта);
    We advise that you use an email address registered to a reliable services provider, such as Gmail.com.
  • парола
    Your password must contain at least 8 characters, including uppercase and lowercase letters, and numbers.
  • captcha
    Complete the Captcha carefully and promptly.
  • прочетете правилата и условията

Натиснете бутона ''Регистрация''.

Follow the instructions that will be sent to you by email.

Какво да правя, ако не получавам имейли?

If you are experiencing problems receiving emails from us, the first thing to do is to check your spam folder and junk mail.

We also advise that you ensure our email address has not been blacklisted.

If the email does not arrive in 10 minutes, try requesting one again. If this is still unsuccessful, please contact technical support: [email protected] .

Please note that it is advisable to use an address registered to a reliable email provider when creating an account on our website.

We suggest using a Gmail account.

Is it possible to change my email address?

To change your email address, you will need to prove that your account belongs to you.

Please contact technical support: you will be sent a list of questions which you MUST provide answers for.

Please note:

Your email address can only be changed if your previous account is no longer accessible, or if CREX24 emails are not reaching you.

Как да търгувам?

How to make a deposit

Once you are registered, you can top up your account with either cryptocurrency or fiat money (RUB, USD, EUR, etc).

If you make an account deposit using cryptocurrency, open your "Account" page, select the coin/token you wish to use, click on the deposit icon (pic. 1), and copy the address generated specially for you.

Use this address only to make a deposit; otherwise, your funds will be lost.

Please be aware of ERC-20 tokens: use the generated address only (pic. 2).

Please pay attention when making a deposit: some tokens and coins have a minimum deposit requirement. Deposits below the required amount will be credited to your account only after the minimum amount has been reached.

There are certain coins which require a special tag when a deposit is made (pic. 3). The tag is required for the deposit; otherwise, the coins will not reach your account.

What if an address is not generated?

If you see that an address has not been generated for the coin you have selected,

try refreshing the page a few times. If this does not work, please contact the exchange's technical support.

What if the wrong coin is deposited by mistake?

We urge you to take care when making a deposit. If a deposit is made in error, the transaction is non-refundable.

You make account deposits of your own accord, so we urge you to make sure in advance that all the data you provide is correct (address, amount, message field – if required).

Please also check the ticker and the full name of the coin or token.

Topping up a wallet via QIWI

When making an account deposit using your QIWI wallet, please remember that payments will not be credited if your Message is invalid or incorrect.

Steps for making an account deposit:

  1. In the "Account" section, select a currency and click "Deposit". Choose QIWI as the payment system.
  2. You will be taken to your QIWI Wallet page, where you need to confirm the transaction.
  3. Review your details: phone number (1), Message (2), and amount (3). Please do not make any changes.

    Log in if required.
  4. Next, click "Pay".
  5. Confirm the transaction and complete payment.

Как да изтегля средства?

To withdraw funds from your CREX24 account, go to the "Account" page.

Select the currency you wish to withdraw. Enter your details (address, amount, and Payment ID/Message if required). (Pic. 1)

After that, you will receive an email confirming your withdrawal (pic. 2).

(If you did not make the withdrawal request, cancel the transaction in your account and contact the exchange's technical support.)

Once your withdrawal has been confirmed by email, a fund withdrawal window will open automatically from the website (pic 3). If you have 2FA set up, you will first need to enter an authenticator code.

What if my withdrawal is held or canceled?

If more than half an hour has passed and your withdrawal has not been confirmed or the hash hasn’t appeared in the Reports section, please contact the exchange's technical support.

If your withdrawal was canceled automatically, check that all withdrawal requirements have been met in full.

Withdrawals will be deemed valid if they meet the following conditions:

  1. Your address has been confirmed.
  2. You have the amount indicated available in your account (not including active orders). You have indicated 7 digits after the comma, not 8 digits.
  3. If you are required to enter a Message when making the withdrawal request, ensure that it is correct and relevant.
  4. Addresses may change after a Swap, so ensure that the address is correct for the withdrawal.
  5. If you are withdrawing ETH, check that you are not using the contract address.

If all of the above is correct but there is still an issue with the withdrawal, please contact the exchange's Support team.

Which address should be used when making a withdrawal to another exchange or wallet?

When withdrawing funds, the required fields need to be completed. The "Address" must contain the current, working address of your wallet or the website/exchange that you want to credit funds to.

Please be aware that if the transaction is successful but your funds are not credited to your other account or wallet, you will need to check that the address you used is correct.

You can contact the exchange/website Customer Support service, as it may be an issue from their side and they will help with crediting the funds.

CREX24 bears no responsibility for the address you enter when making the withdrawal.

You enter the address of your own accord, so we always advise that you check the authenticity of the address. If you are transferring to a wallet, ensure in advance that the link is correct.

What should I do if I used the wrong information when making a withdrawal?

As soon as you click “Confirm withdrawal”, the withdrawal process begins automatically. Unfortunately, there is no way to stop it.

If you send funds to an invalid address, use another method to find and/or contact the recipient.

If you transfer funds to another exchange with invalid or empty tags or description, contact the company and provide them with the TxID so that they can refund your money.

Why does it take so long to get 1 confirmation when withdrawing BTC?

The time depends on the network load and average commission fee of the network.

https://bitinfocharts.com/comparison/bitcoin-transactionfees.html

If the network's average commission fee for withdrawals is significantly raised immediately after the transaction is submitted to the blockchain, then it is possible that the withdrawal will take longer.

But the transaction will be successful as soon as it has gained 1 confirmation.

Why can't I withdraw my money?

  1. Withdrawals are restricted for 72 hours after the password is changed. Notification will be sent via email.
    If you did not request a new password, please contact Customer Support.
  2. There may be suspicious activity from your account.

Withdrawals may be restricted for security purposes. Please contact Customer Support.

How to place an order

Choose the coin/token that you want to buy/sell.

Go to the "Markets" page for the coin you selected (pic. 1).

You will then see the Buy/Sell forms (pic. 2).

Make sure that your coin total is enough to make an order.

You can fill in the "Amount" and "Price" manually or automatically by pressing "Balance" and "Best ask/bid" (pic. 3).

What is the minimum/maximum order amount permitted?

The minimum/maximum order varies according to the coin and trading pair.

https://api.crex24.com/v2/public/instruments?filter=BTT-BTC,DOGE-BTC

The amount can be seen in the "minVolume" field.

The maximum order size is 999,999,999 coins/tokens.

Why has the balance not been updated to the latest amount?

To understand why the balance is not displaying correctly, there are a couple of things that can be checked:

Open the "Reports" page, and in "My orders", you will see whether your order is still active. If it is, then it is likely to be partially executed.

If this is the case, you will need to wait for your order to complete. Once executed in full, you will receive the full amount.

It is also important to note the trading fee .

What determines how quickly an order is executed?

The time that an order takes to be executed depends on the users.

As soon as somebody buys an order, it is executed.

Does the currency price have an effect on the execution of an order?

Yes, it is entirely and directly dependent on it.

How are orders executed?

  1. A customer places an order.
  2. Another customer buys/sells a coin at the order price.
  3. Depending on the purchased/sold coin amount, the order is fully or partially executed.
  4. If the order is executed in part, it will be up for longer: until it has been executed in full or canceled.

Кои са участниците в сделките?

  • Market maker ("Maker"). The Maker places an order (to buy or sell) on the market before a transaction takes place. This creates liquidity in the market (an order book is formed).
  • Market taker ("Taker"). The Taker concludes the transaction at the current market offer. 

Support and security

Is it possible to contact the Support service by Skype/Viber/Telegram/WhatsApp, or any other voice messenger?

Unfortunately not. But you will always receive a response to your queries by emailing them to the Customer Support team at:

https://crex24.com/contact

We will not call customers out of the blue and will not negotiate on trades or offers on behalf of CREX24.

Please be warned that fraudsters may attempt to impersonate an exchange representative.

Колко време ще отнеме докато получа отговор?

The CREX24 Support Service operates round the clock, and will respond to your queries within 24 hours.

The Service is available in English and Russian.

Как да предпазя сметката си?

Choose a strong password.

Активирайте двуфакторно удостоверяване. Отидете в Личен профил - раздел ''Сигурност''.

Remember to save your backup code.

Какво е двуфакторно удостоверяване?

To increase the security of your account upon login, use a unique one-time passcode as well as a password. For this, the Google Authenticator app will be needed.

Ами ако двуфакторното удостоверяване не работи?

Ако кодът, генериран от приложението Google Authenticator, не работи, проверете настройките за дата и час на телефона си.

What if I no longer have access to Google Authenticator 2FA?

You will need to contact Technical Support and answer a set of questions.

The questions are necessary as we will have to ensure that you are the account holder.

Once you have answered the queries, you will be placed on a waiting list.

WARNING! For the security of your account, we urge you not to give your details to any third parties/strangers in order to avoid any unwanted consequences.

Please note that if you are a new customer and do not yet have any active account transactions, then we advise you to create a new account if you lose access to Google Authenticator 2FA.

How do I recover my password?

  1. If you have forgotten the password to your account, there is a simple process to recover it: press "Password recovery".
  2. In the "Email" field provided, enter the active email address you used when registering your account.
  3. Further instructions will be sent to you by email.
  4. Once you have received the email regarding your change of password, enter the confirmation code.
  5. Create a strong password of more than 8 characters, including numbers and both uppercase and lowercase letters.
  6. Confirm your new password.

Log in to your account using your new password.

Can I use your service as a long-term wallet?

Our exchange company will not advise you to use your CREX account as a long-term wallet. It should be used only as a temporary wallet while trading.

To avoid any inconveniences when withdrawing funds, we ask that you do not accumulate them with the aim of holding them long-term.

We are doing everything we can to keep your funds secure; however, it is important to remember that exchange sites are always being targeted by hackers.

Верификация

It is important to note that you will need to pass verification in order to deposit fiat money.

There are several payment systems that you can use to make an account deposit.

Verification is not required for ePay or QIWI.

For deposits via WebMoney and Yandex.Money, you will need to upload the following documents:

– Passport/ID

– A photo of your personal account (with your face in the background of the payment system page, and your account number visible on the page)

The following must be provided if making a deposit using Mastercard or Visa:

– Passport/ID

– A photo of your bank card (the one that you used to debit funds)

– A photo of a utility bill

– Your face next to your ID card or the first page of your passport

– A selfie with your bank card

Внимание! Информацията трябва да бъде лесно четима. Използвайте само оригинални документи.

Once you have made an account deposit, you will be sent an email with verification instructions.

Verification is not required for withdrawing fiat currency. The payment systems you can use are ePay, WebMoney, QIWI, and Yandex.Money.

Blocking your account by email

This feature was created for customers who believe that their account has been, or is currently being hacked. If you notice any suspicious activity in your account, you can block it.

Access to your account and all deposits/withdrawals and trading to/from your account will be prohibited.

To unblock your account, please contact our Customer Support team.

Please take care not to block your account by mistake.

Additional information

What are the terms of your referral program?

If you are interested in sharing information about our exchange, we would be pleased to introduce you to our referral program.

https://crex24.com/settings/affiliate

Generate a link and copy it for publication, as in pictures 1 and 2:

Средства ще бъдат начислени в референтния баланс за следните действия на привлечени от Вас клиенти:

  • Trading (50% of the trading commission)
  • Playing games (Dice) (1% of the stake from each roll)
  • Withdrawing cryptocurrency (50% of the withdrawal fee)

You can delete the link generated at any time convenient to you (pic. 3).

What are faucets?

Функцията ''Създай Фосет'' е предназначена основно за разработчици на монети, но всеки потребител може да създаде фосет, ако иска.

Моля, обърнете внимание, че няма да получите печалба от създаването на фосет.

Тази функция е предназначена да насърчи използването на монети и токени и да ги направи по-популярни.

Are faucets included in the referral program?

No. The exchange does not take any commission from faucets, and therefore does not share profits with affiliates.

Изгаряне на монети

Burning is only possible for coins of which your total holdings is less than the minimum order amount. If the total in your account is higher than the minimum order amount, it is impossible to burn it.

The dust burn feature was created to liquidate coins that cannot be sold.

You can burn your remaining coins if:

  • You have an active trading pair
  • You cannot sell them, i.e. you do not have enough to reach the minimum order size
  • Selling is not prohibited on your account
  • You have not exceeded the maximum burning attempts for any of your coins: 5 times in 24 hours (e.g. if you press "Burn" and cancel the process, this counts as one attempt, and you will have 4 attempts remaining)

Can I mine using this exchange wallet?

Mining is not forbidden, but it is not recommended because of the risk of losing coins.

It is best to mine using your wallet and then make a deposit into your exchange account.

What if ERC20 tokens are delisted?

If a token that has been deleted is not traded on other exchange websites, you can withdraw the tokens to third-party/hardware wallets.

Information about these wallets is easily available.

Примеp: https://medium.com/swlh/guide-to-storing-erc-20-tokens-on-popular-wallets-be193e9279dc

How do I know whether the link for my wallet is correct?

  1. Open your wallet.
  2. Open the debug window.
  3. In the next window, find "Current number of blocks".
  4. Go to "Console", and for the "getblockhash" command, enter the block number you received and press Enter.
  5. When you receive the hash code, go to the coin explorer and enter it in the search bar. Check whether the data corresponds (current data and hash).

Why might a coin be closed?

There are a number of reasons why we might close a coin:

  • For maintenance work (updates to the coin, SWAP, fork, etc.)
  • At the developer's request
  • If the explorer is malfunctioning
  • For delisting
  • Because of attacks on the coin network (51%, and others)

Coin removal (delisting)

There are two coin delisting methods that are used on our exchange:

  • The standard delisting process
  • Delisting "dead" coins

A coin may be removed from the exchange for the following reasons:

  • Hard fork with the transfer of old coins to a new link
  • Coin swap
  • Attacks on a coin's blockchain
  • Lack of access to a coin's website or explorer over a long period of time

Before removing a coin entirely from the exchange, there is a period of up to 30 days in which customers can withdraw their holdings.

Why might a coin be considered dead, and how does delisting occur?

Coins will be removed in the following cases:

Network instability over a significant period of time.

Suspicion that the Developer of the coin has been involved in unethical or fraudulent activity.

The Developer abandons or discontinues a coin.

Refusal by the Developer to make up for losses incurred by customers of the exchange as a result of an attack on the coin's blockchain or an error in the coin's software.

Failure by the Developer to respect the copyright of third parties or companies.

A token from the exchange is usually used to make up the balance of "dead" coins.

This is considered compensation for "dead" coins.

Part of the payment that is taken for the listing of a removed coin is converted to a CREX token and paid to customers who hold the coin which is about to be removed.

Compensation will be credited shortly after delisting.

While other exchanges may simply delete a coin, we share the payment for the listing amongst our customers.

Free listing. How do you choose which coins will be included in the voting list?

  • The coin must be fully listed on CMC
  • By 1000+ customers in our community (Twitter/Telegram/Discord)

So the bigger the community, the better the chances.