经常问的问题

This section will outline some of the questions we are asked the most by users. It will also include basic tutorials where applicable.

FAQ Categories

HOW CAN I REGISTER AN ACCOUNT?

Please register an account according to the instructions provided during the registration process. Pay attention to the password rules, which should include at minimum eight digits, lower and upper-case letters and numbers. We suggest that you use mainstream browsers (i.e. Firefox or Google Chrome) to reduce potential compatibility problems.

WHAT SHOULD I DO IF I HAVE LOST/CHANGED MY MOBILE NUMBER?

Use your registered e-mail (if applicable) to contact [email protected] and provide your old and new mobile numbers. For level 2 verified users, please complete the level 3 verification process. A customer service representative will provide support to manually change your mobile phone number.

WHAT SHOULD I DO IF I HAVE LOST/DELETED MY 2FA AUTHENTICATOR?

Please send an email to the [email protected] from your registered email address. For level 2 verified users, please complete the level 3 verification process. A customer service representative will help you remove your old 2FA authentication binding. If you have never registered your correct personal information (level 2 verification) during the registration phase, you need to wait for 30 days. After this period, we will remove your old 2FA authenticator binding.

WHAT ARE THE VERIFICATION LEVELS?

There are three levels of verifications:

Level 1: basic verification, coin to coin trading and digital assets withdrawals allowed, with daily withdrawal limit of $5,000 USD (or equivalent);

Level 2: verification including full AML/KYC, coin to coin trading and digital assets withdrawals allowed, with daily withdrawal limit of $20,000 USD (or equivalent);

Level 3: Users are required to upload photos of both sides of their identification documents and a selfie with this identification document and U.X client number held in their hand. Other country residents are required to upload photos of their passport, and a selfie with their passport and U.X client number held in their hand.

WHAT DO ‘AVAILABLE BALANCE’ AND ‘FROZEN BALANCE’ MEAN?

Available balance is the useable balance including what is in use for active orders. Frozen balance includes the funds that is used during the process of coin withdrawal, fiat and funds backing vouchers.

WHERE CAN I CHECK HISTORICAL TRANSACTION DATA?

After logging in to account, click History to view all data of historical transactions.

WHAT ARE ‘LIMIT ORDERS’, ‘MARKET ORDERS’, AND ‘SPREAD ORDERS’?

A limit order is the preset price order. Traders can set a price and amount that they want to execute when that price is reached. The system automatically executes the order when market price meets this preset price point.

A market order is placed at current market price. The first price to come is Buy 1/Sell 1. If placed amount is greater than the first price point, then the second to come is Buy 2/Sell 2. For new users, we suggest that you do not use market order because execution prices can have some gap and differences.

A spread order allows a minimum price and a maximum price in a single order, but is limited to a 5% deviation between the prices. The system automatically calculates and adjusts quantity of coins in the orders with oscillating prices and places multiple limit orders in the spread.

HOW TO CHOOSE AN EXPIRATION DATE FOR AN ORDER?

Default orders stay available without time limit and until executed. If necessary, you can click and select a time limit in the dropdown menu when placing an order to give the order a time limit after which it expires.

WHAT DO ‘PENDING’, ‘ACTIVE’ AND ‘PARTIAL COMPLETION’ IN THE ORDER TABLE MEAN?

Pending Order: When a balance is insufficient, the part of the order that exceeds the balance will automatically be suspended. Active order can also be manually converted to a pending order if a user wishes.

Active Order: An ongoing order that is in the process of execution after being successfully placed. Manually pended order can be changed to an active order at any time.

Partially Completed Order: An active order that is waiting for further execution after being partially completed.

WHY IS THE BUY/SELL BUTTON NOT RESPONDING?

It may be due to an insufficient balance or an unstable internet connection.

HOW MANY CONFIRMATIONS DO COIN DEPOSITS TAKE?

Please refer to the details in fees table. For example, BTC requires one to three confirmations. Confirmation counts are subject to that which are displayed on the corresponding blockchain.

HOW DO I GET FIAT CURRENCY INTO THE PLATFORM FOR TRADING?

Purchase uCAD, uCNY or another digital fiat token or currency through retail or online converters who accept cash or other forms of payment locally. You can find our more details about uCAD converters at https://ucad.cash and uCNY converters at https://ucny.cash. For other country availability please visit uFIATS at https://ufiats.com.

HOW DO I GET FIAT CURRENCY OUT OF THE PLATFORM AFTER TRADING?

Sell uCAD, uCNY or another digital fiat token or currency to retail or online converters who pay cash or other forms of payment locally. You can find our more details about uCAD converters at https://ucad.cash and uCNY converters at https://ucny.cash. For other country availability please visit uFIATS at https://ufiats.com.

WHY DO SOME DIGITAL CURRENCY DEPOSITS HAVE A FEE AND OTHERS DO NOT?

U.X charges a deposit fee if the amount deposited is less than the stated minimum deposit requirement to waive the fee.

HOW DO U.X WITHDRAWAL AUTHENTICATION PROCESSES WORK?

Users set a default withdrawal address when first requesting a withdrawal of a digital asset. This requires the user to approve this address through an email verification. Withdrawals to new addresses require further user email approvals. Users can setup withdrawal passwords (different from login passwords) that are required for each withdrawal. Users can also setup 2FA (Two-Factor Authentication) using apps such as Google Authenticator for additional security. The system goes through multiple security checks and risk assessment protocols to deal with user withdrawals efficiently and securely.

HOW CAN I QUICKLY MOVE DIGITAL ASSETS TO OTHER U.X USERS?

You can use the voucher function to transfer assets between accounts on U.X. You can find it on the transfer page.

WHY DOES THE SYSTEM SAY ‘INSUFFICIENT BALANCE’ WHILE I DO?

Please check whether you have funds used for orders. If yes, cancel the orders first, then please try again.

WHY IS CONFIRMATION NEEDED FOR WITHDRAWALS?

Withdrawals to a new address requires USERS to click an email confirmation link sent to their registered email address.

HOW LONG DO WITHDRAWALS NORMALLY TAKE?

Withdrawals are usually automatically processed by the platform. In some cases, the risk analysis system may trigger manual approval, which regularly takes 1-2 hours in most cases requiring manual approval.

WHAT ARE THE WITHDRAWAL FEES FOR DIGITAL ASSETS?

Please refer to the fees page and find more details for each digital asset.

WHY CAN’T I RECEIVE THE SMS VERIFICATION CODE?

There are all kinds of reasons for not receiving SMS verifications. We strongly suggest you use any 2FA authenticator app such as Google Authenticator or Authy instead of SMS verification.

WHY CAN’T I WITHDRAW AFTER CHANGING THE WITHDRAWAL PASSWORD?

For security reasons, withdrawals for your account will be suspended for 24 hours after any security settings change.

WHO IS BEHIND U.X?

In early 2018, multiple organizations working in the cryptocurrency industry started working together to further grow the ecosystem by merging fiat cash and cryptocurrency services. C2CX a China based exchange in operation since 2016, and a founding organization behind the U.CASH Network based in Canada are the entities responsible for managing and growing U.X. A new type of digital asset platform for next generation trading.

WHEN WAS U.X FOUNDED?

In February 2019, a Decentralized Exchange (DEX) was launched publicly to test and develop blockchain enabled platforms. In May 2019, U.X also launched a centralized exchange platform to better meet trader demands and improve the user experience

Have more questions? Ask in our chat!