Support

Frequently Asked Questions (FAQs)

Simply go to the signup page, enter your information, and submit the form. Then check your email for the secret code that we've sent you. Use it to activate your account.

Important: After you activate the account, check your email again to find important information we've sent about your account. Next, go to Account > Get Verified to verify the account. Once verified, go to Account > Funding > Deposit to make a deposit.Once your account is funded, you can start trading!
To create an account, first make sure you are visiting the official Zipmex site at http://www.zipmex.com.

You can quickly create an account directly on the home page by typing your email, preferred username, and password.

The minimum password length is 8 characters but we recommend using a long unique password created by a password manager.
If the password is less than 25 characters long, it must contain one special character, one number, and cannot contain your username.

Please read and agree to our terms of service and privacy policy, before checking the box and clicking “Sign Up”.

For more advanced options you can click the “Sign Up” button at the top right of the home page which will take you to
http://exchange.zipmex.com/signup.

Please confirm your password, complete the captcha and click the “Activate Account” button.

Congratulations! You have successfully created your Zipmex account and you’re ready to get started.
Zipmex is an exchange service, not a wallet service. We provide clients the ability to deposit and withdraw funds to our corporate wallet for safe keeping while the funds are being exchanged or trade, but we do not provide a personal wallet service.

Zipmex uses cold storage and a hot wallet like many digital asset exchanges, so your sending address for a digital asset will not be the same as your deposit address. Do not attempt to withdraw digital assets from Zipmex if ownership of the sending address is relevant to the transaction (for example, if you're depositing into an Initial Coin Offering (ICO) address, Zipmex's hot wallet will be the depositor and not your personal Zipmex deposit address).

If you do deposit to a Zipmex address that is not listed on your deposit page, it will not be possible for us to return the funds. It is your responsibility to ensure that the address to which you are depositing is listed on your deposit page.

If you withdraw from Zipmex to a third party that returns the withdrawal to the address from which it was sent, those assets will not be recoverable by Zipmex. Please take the relevant steps to prevent your funds from being sent to addresses that are not listed on the deposit page of your account.
Before you can start buying and selling, you'll need to deposit funds into your Zipmex account. Once your account is funded, you can use the order forms under the "Buy & Sell tab to place orders. Note that the currency pair you select plays a role in determining what is bought or sold:

• If the "buy" button is selected and currency pair x/y is selected, then currency x will be bought and currency y sold.

• If the "sell" button is selected and currency pair x/y is selected, then currency x will be sold and currency y will be bought.
In currency exchange, there is always one currency that is bought and one that is sold (the sold currency is used to purchase the bought currency). The currencies bought and sold are determined by two things in the order form. First, whether the "buy" or "sell" button on the order form is selected, and second, which currency pair is selected. If you want to buy or sell the second currency in a pair (the quote currency), you have to think backwards, since the "buy" button will actually sell the quote currency in exchange for the base currency and the "sell" button will buy the quote currency using the base currency. Below is a summary:

• If the "buy" button is selected and currency pair X/Y is selected, then currency X will be bought and currency Y sold.

• If the "sell" button is selected and currency pair x/y is selected, then currency X will be sold and currency Y will be bought.

Examples:
If you have funded your account with US Dollars (USD) and wish to acquire Bitcoin (BTC), you can do so by placing a new buy order using the BTC/USD currency pairing. This will exchange your USD for BTC according to the details of your order.

Now, if you are holding Bitcoin Cash (BCH) on your account and wish to acquire more Bitcoin (BTC), you can do so by placing a new sell order using the BCH/BTC currency pairing. This will exchange your BCH for BTC according to the details of your order.
After signing up for an account, your account has to be verified before you can use funding methods or start trading. Laws and regulations require that we verify your account by asking who you are and where you live. Zipmex takes every measure to prevent fraud and be fully compliant with KYC and AML regulations for trading of digital assets.

We offer different levels of verification for your account, otherwise known as Tiers. See the following resources for more information on verifying your account on Zipmex
To open a basic account (Tier 1 and Tier 2) and get started trading, we only ask a few things. An advanced account (Tier 3 and higher) is like opening a bank account and requires supporting documents.

The different Verification Tiers are as follows:

Tier 0 - this is the default Tier obtained after registering your account and confirming your email address. You can look around to get the feel of the interface and platform, but you can't deposit, withdraw or make any trades.

Tier 1 - you can deposit and withdraw in digital currency only. Trading, however, is enabled for Crypto to Crypto only. Full name, date of birth, country and phone number are required.

Tier 2 - you can deposit, withdraw and trade in digital currency, fiat currency funding is accessible to you. Bank deposits and withdrawals are available to clients in some areas at this Tier. You are required to provide your physical address.

Tier 3 - fiat currency funding is available to Tier 3 clients and funding limits are much higher than Tier 2. You are required to upload an identity and proof of residence document.

Tier 4 - like Tier 3 but with even higher funding and trading limits. This Tier is available to high-volume individual or corporate traders. The required documents for Tier 4 individual accounts include a signed application form and KYC documents.
In order to be eligible to register a Zipmex account and use our services, you must meet the following basic requirements:

Age - You must be 18 years or older
Email - You must have an email address that can receive emails from us
In order to get your account verified to Tier 3 or higher, we require the following documents to be uploaded in your account:

• Copy of a valid ID document
Valid documents include: passport, national identity document ("ID" or "identity card") or drivers license (front + back)

• Proof of residence document

Valid documents include, but are not limited to: bank statement, credit card statement, utility bill (water, electricity, gas, internet, phone), payroll statement or official salary document from employer, insurance statement, tax document, residence certificate.

However there may be other situations where we require you to upload an ID confirmation photo.
All information and documents you submit for account verification are reviewed through our automated or manual verification methods. Depending on which method can be used to verify your details, account verification times can vary.

Listed in the table below are the estimated processing times for each Tier verification level:

Tier | Estimated Processing Time | Method of Verification

Tier 1: 1 to 60 minutes - Automated*

Tier 2: 1 to 60 minutes - Automated*

Tier 3: 1 to 5 days - Manual

Tier 4 - Individual: 1 to 5 days - Manual

Tier 4 - Corporate: 1 to 5 days - Manual

*If your application requires manual review, processing can take a few days.

If we experience a heavy influx of new users, however, processing times for verification could slow down considerably. If you experience a delay, it doesn't necessarily mean there is something wrong with your application. We'll be sure to contact you if we need anything further from you, so monitor the email associated with your Zipmex account to see if you've received an email from us about verification. For tier 3 verification, it won't help to upload the documents again.

In order to avoid delays in processing your application, it is important that all uploaded documents meet the required criteria. If one or more documents are invalid or do not meet the criteria, we will request you to upload new documents.
If you are having problems uploading files for verifying your account or they are not being accepted it may be that they are not following the requirements. When uploading your verification files, it is important to check that they meet the following requirements:

• Copy or photograph the entire document, ensuring nothing gets cut off

• Do not alter the document or add a watermark or any obfuscation

• Ensure all information on the document is visible, readable and not blurred

• Proof of residence document must contain name, address and be dated less than 3 months ago.

• For languages such as Russian, Chinese, Thai, Hebrew, etc. that use non-Latin characters, a notarized translation of your proof of residence document will greatly speed up processing time. Japanese documents do not require a notarized translation.


Invalid Parameters

Additionally, each file needs to meet the following conditions. If one or more of these conditions are not met, your upload will fail with the error: Invalid Parameters.

• Documents must be high resolution, colour image files.

• Allowed file type extensions are: jpeg, jpg, png.

• File must be at least 98 KB and at most 3 MB.

• Image dimensions can be minimum of 350x350 px and maximum of 4096x4096px


If your file is within these guidelines but you still get the error, then please take a screenshot of your image and try to upload that instead. If it still does not work then please contact support, mentioning "Invalid Parameters" in your message.
According to Wikipedia, fiat currency or fiat money is the following:

Fiat money is a currency without intrinsic value established as money by government regulation or law.

In general, fiat currencies are any currencies that are issued by a government by regulation or law. Examples are the Thailand Baht (THB).

Fiat currencies can be deposited to or withdrawn from your Zipmex account via bank transfers from banks in Thailand
Zipmex supports deposits and withdrawals fiat currencies via several different banks. Below is an up-to-date list:

Fiat Currency (Wire Transfer):

USD
Indonesia Rupiah



Payments partners that we work with charge us fees for deposits in fiat currencies we support. Fees are listed on the deposit pages specific for each fiat currency, but we also keep the fees publicly available and up-to-date. Below are the deposit fees.

Fiat Currency (Bank Transfer):

USD - Free transfer fee
Indonesia Rupiah - Free transfer fee


Note that the listed fees are charged by our payments partners upon processing received deposits, but it may be that your bank charges you fees for carrying out transactions to our payments partners. Intermediary or correspondent banks (banks between your bank and our bank that processes the transaction in transit) may also charge fees or convert the transaction to a different currency en route. These fees are on the account of the sender and the responsibility of the sending bank.
Payments partners that we work with charge us fees for withdrawals in fiat currencies we support. Fees are listed on the withdrawal pages specific for each fiat currency, but we also keep the fees publicly available and up-to-date. Below are the withdrawal fees.

Fiat Currency (Bank Transfer):

USD - 10 USD withdrawal fee
Indonesia Rupiah - 25,000 IDR withdrawal fee

Note that the fees listed above are charged by our payments partners upon processing your withdrawal, but intermediary or correspondent banks (banks between our bank and your bank that processes the transaction in transit) may also charge fees or convert the transaction to a different currency en route.
To deposit USD via Thailand bank transfers to your Zipmex account you have to first check that your account fulfils the requirements for access to this funding method.

To deposit, navigate to Wallet > Deposit > USD on your account and then select the US domestic wire transfer option there. Follow the instructions closely.

If it is your first time depositing then you will have to add a USD withdrawal bank account. You can do this by navigating to Wallet > Withdrawal > USD and then selecting the US bank transfer option and following the instructions to add a withdrawal bank account.

When you have added a USD withdrawal bank account, navigate to Wallet > Deposit > USD and then select the US bank transfer option.
There you will be given the option to initiate a deposit by creating a deposit notification. This deposit notification prepares the systems of our payments partner and our systems to receive a deposit.


The next step is to carry out the wire transfer from your bank account. Exactly how this works depends on your bank but essentially you enter our banking info as shown on the form and save it as a wire template. Then you use that template to send the amount of money you entered on Zipmex.

This applies to other fiat currencies as well.
The fiat currency deposit and withdrawal limits are listed on the User Settings tab, under verification levels. There are daily and monthly deposit and withdrawal limits.


To check your current withdrawal or deposit limits you have navigate to User Settings > Verification level > Different tier (showing daily and monthly limit depending on tier).


The daily limit works on a 24-hour sliding window, while the monthly limit works on a 30-day sliding window. What that means is that you have to wait 24 hours for the daily limit to reset and 30 days for the monthly limit to reset. Deposit and withdrawal limits are a required part of our regulatory compliance measures.


Example: Your daily deposit limit is 60,000 THB. Today at two o’clock in the afternoon you were credited a 60,000 THB deposit. Your daily deposit limit is therefore used up for the next 24 hours. That means that you will only be able to deposit fiat currency again at two o’clock the in the afternoon the next day. The 30-day sliding window works in the same manner.
The privacy of our user's personal information is very important to us and we've protected this information through the dedicated design efforts of the highly professional security experts on our team. Here's a brief summary:

• Databases containing sensitive user data aren't accessible from our site. They're encrypted and can't be decrypted without access to multiple highly secured systems.

• By far the most likely scenario for leakage of personal data would be user-specific, rather than a breach of the database as a whole - that is, if someone gained access to your personal login credentials, and could then see the same personal information you can see when you log into your account. But we provide many security tools to help you secure your account. At minimum, you should have Two-factor Authentication (2FA) for account login and set up a Master Key. You may also want to add Global Settings Lock (GSL) to your account.
Here at Zipmex, we provide a number of security features that can make your account more secure. We recommend that you secure your account in the following ways:

Basic

• Set up Two-factor Authentication (2FA).

• Secure the email account registered to your Zipmex account with a strong password and Two-factor Authentication (2FA).
Yes. And and we've developed a state of the art audit process in order to prove to third parties, including our customers, that customer funds are properly held. See here for more information on our audit process.