[FAQ] Chainb Frequently Asked Questions
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Sign Up and Account Deletion
I haven’t received my e-mail confirmation.
Please check the Spam folder of the email address you entered when you signed up. You can complete the authentication process within 30 minutes after you receive the confirmation email.
Can non-Koreans open an account?
Yes, non-Koreans can sign up at Chainb and start trading.
I’d like to create multiple accounts.
You are not allowed to have multiple accounts on Chainb according to Section 4.3 of Article 7 on the Chainb Terms and Conditions.
If you are identified to have more than one account on Chainb, the repetitive accounts shall be deleted.
I’d like to delete my account.
You can delete your account in either of two ways below.
Please send us an email at support@chainb.io containing all the information that is required for your case.
[Account Deletion]
In case you didn’t make any deposits or withdrawals, and didn’t complete any trading.
- Your email address for Chainb account:
- Reasons for deleting the account (Please explain it in detail):
In case you made deposits and withdrawals and did trading.
- Your email address for Chainb account:
- Reasons for deleting the account (Please explain it in detail):
Attachment 1. A withdrawal agreement — Download the attachment, sign and attach it.
Attachment 2. First you need either a driver’s license, or passport that show your photo and the date of birth and that are before the expiration date. And please take a photo of your ID card together with a handwritten note detailing the reason for submission, email address for Chainb account, phone number and the date of the submission.
Attachment 3. Please take a photo of yourself holding the ID card attached with the handwritten note.
(The photo and the date of birth on the ID card has to be discernible.)
Can I re-register again after I delete my account?
You cannot use the same email address you used for earlier sign-up after you delete that account.
Authentication
How do I complete the SMS authentication?
1. Once logged in, click My Page in the upper right corner of the main page.
2. On My Page, click [Security Settings] — [SMS Authentication], and Send Code.
3. Enter the number you received and click Submit.
How do I complete OTP authentication?
1. Once logged in, click My Page in the upper right corner of the main page.
2. On My Page, click [Security Settings] — [OTP Authentication]
3. Follow the instructions, Click [Download the OTP authenticaton App] — [Scan QR Code or Text KEY].
4. Keep the Backup Key secure. It will be used to find OTP in case you lost your phone or get a new one.
5. Launch Google OTP on your smartphone and enter the 6-digit authentication code on the screen to complete
the OTP authentication registration. Click Submit.
How do I complete ID verification?
1. Once logged in, click My Page in the upper right corner of the main page.
2. On My Page, click on [Security Settings] — [Identity Authentication]
3. Follow the instructions, take a photo of yourself with passport.
4. As the withdrawal limit is different for each level, please check the appropriate level for your needs.
* You’ll need your mobile phone for second-factor authentication. It takes 7 business days to confirm your Identification.
I would like to change my password.
1. Once logged in, click My Page in the upper right corner of the main screen.
2. On My Page, click [Security Settings] — [Change Sign-in Password].
3. Enter the old password and the new password to change and click OK.
4. If you authenticated 2FA, you must provide 2FA authentication to complete the change.
I would like to change the phone I used for SMS authentication.
You can disable the existing phone and reauthenticate the new one.
1. Once logged in, click My Page in the upper right corner of the main screen.
2. On My Page, click [Security Settings] — [SMS Authentication].
3. Click Send Code and enter the number you received to disable the existing phone used for SMS authentication by click Disable.
4. Reauthenticate SMS with new phone.
I would like to change my OTP.
You can disable the existing OTP and reauthenticate the new one.
1. Once logged in, click My Page in the upper right corner of the main screen.
2. On My Page, click [Security Settings] — [OTP Authentication].
3. Enter the 6 digit of OTP code and click Disable to remove OTP authentication.
4. Reauthenticate OTP.
1. Click Forgot your password? at the bottom of the Sign in page.
2. Once you have entered your e-mail address, we will send you a link to change your password.
3. Open the email that you received and click Change the password.
4. Enter a new password and confirm.
5. Log in to the Chainb website to verify that the change is completed.
If you want to disable the existing SMS authentication, please send us an email at support@chainb.io and attach the following documents.
* You have to use the same email address that you used to create the account on Chainb.
[Required Documents]
1. Copy of your ID card — driver’s license or passport — before the expiration date.
2. Photo of yourself holding your ID card and a handwritten note detailing the reason for submission,
previous phone number, email address for Chainb account, and the date of the submission. (date of birth has to be discernible)
3. Documentary evidence of your previous phone
If you want to disable the existing OTP authentication due to a loss, please send us an email at support@chainb.io
and attach the following documents.
* You have to use the same email address that you used to create the account on Chainb.
[Required Documents]
1. Copy of your ID card — driver’s license or passport — before the expiration date.
2. Photo of yourself holding your ID card and a handwritten note detailing the reason for submission,
phone number, email address for Chainb account, and the date of the submission. (date of birth has to be discernible)
Deposit and Withdrawal
If the blockchain network has an excessive amount of transactions, the confirmation may be delayed.
1. Click Wallets at the top of the main page.
2. There is a coin list on the left. Click the coin you want to deposit.
3. On the Deposit tab, click New Address to generate a new deposit address.
4. Make your deposit with the new wallet address to complete.
* The deposit time depends on different coins and different situation of their blockchain. The confirmation may be delayed.
1. Click Wallets at the top of the main page.
2. There is a coin list on the left. Click the coin you want to withdraw.
3. On the Withdrawal tab, click Manage to choose a withdrawal address.
4. Choose the wallet you’d like to withdraw funds from, and enter the amount you want to transact.
5. If you click Send, a confirmation email will be sent to you. Please check all the information in the email carefully and
press Confirm withdrawal. After finishing the 2FA and email verification, your transaction will be completed successfully.
* You must have a security grade Lv.2. or higher to make withdrawals.
I entered a wrong address when I deposit coins.
In case you send coins to a wrong address:
In this case, sent coins generally cannot be restored.
But if the sent address is confirmed to be related to Chainb, there is a slight chance left to restore the transaction.
If this is the case, please follow the instruction given to you thorough a 1:1 support.
(Chainb collects additional fees when the recovery is completed, as the recovery process for coins sent to a wrong address,
especially if the coin is not listed, is very difficult and cause security concerns and expenses.) I put the wrong address when I deposit coins.
I entered a wrong address when I withdrew coins.
When the status is changed to Withdrawal Completed, you cannot cancel the withdrawal.
Moreover, we cannot identify recipients on blockchain due to its natural characteristics,
and Chainb is not allowed to track it either; therefore, please double check your address before you make a transaction.
Can I cancel it after making withdrawals?
If your request withdrawal, and once it is registered on a blockchain network, it cannot be cancelled.
Chainb does not support transactions in KRW at the moment.
Etc.
It costs 0.1% of the transaction amount, and fees are the same regardless of the Maker / Taker.
Please be advised these fees are subject to change according to our policy.
I’d like to inquire about the listing
Chainb has an internal review process to decide whether or not to support the trading of coin projects.
Please be sure to read the Chainb trading support/policy for transaction.
And Please fill out the first query at this link.
<< https://goo.gl/forms/HTY8gSYyRPwT4kad2 >>
For questions regarding the support of cryptocurrency transactions, please send us an email at listing@chainb.io with a specific detail.
Chainb only lists coins that have passed the internal review and meet the listing criteria, to support stable trading, deposit,
and withdrawal services and protect its users.
Conflict in Interpretation In the event of any conflict in interpretation between
Korean and English phrases, Korean interpretation shall be prioritize
What is Chainb Rewards Program?
Our Chainb Rewards Program is revenue-sharing program that if new member referred by you makes transaction with us,
you will receive a certain percentage of commission based on how much they invest in.
You can find more details from Program Recommendation on the menu bar. [Go to Chainb Rewards Program]
You can copy the QR code or the URL of your referral code that you can find on Chainb Rewards Program and share them.
If you click icons of social media channels, you can share the link on your channels.
What should I do if my account seems hacked?
Cancel all your transactions and change your password and authentication information, then let us know by email or 1:1 customer inquiry.
