Frequently Asked Questions

What is AOFEX?

AOFEX is headquartered in London, United Kingdom, and is the first digital asset exchange platform with Non-standardized Option. AOFEX open to users from all over the world, the current ecosystem has more than 100,000 users.

What is blockchain technology?

Blockchain technology originated from Medium Nakamoto ( Satoshi Nakamoto) the Bitcoin (Bitcoin) proposed in the year of 2008. The characteristics of blockchain technology incudes centrality, openness, non-tampering and etc. will be likely to bring disruptive impact into finance, services and other industries.

What is digital currency?

in the 1.0 phase of blockchain , the application scope of blockchain technology is concentrated in the field of "digital currency". Bitcoin and blockchain has become so popular since Bitcoin in blockchain resolves the "double Flower problem" and "Byzantine general problem" after the launching of bitcoin in 2009, which essentially clears the "digital currency" circulation of the main obstacles. Soon, Dog coins, Lite coins and other altcoin also began to emerge rapidly.

Technically, such altcoins are similar to Bitcoin, and their framework can generally be divided into three layers, which are Blockchain layer, protocol layer, and currency layer, however, the most fundamental part is the underlying technology of  "digital currency". The core functions such as system consensus process and message transmission are reached through blockchain. Protocol layer is mainly used for the system to provide some software services, make rules, and so on. Finally, currency layer is primarily used as a value representation to pass value between users, equivalent to a unit of currency.

What if no crypto is released after payment?

Digital assets corresponding to pending orders will be locked by our platform. Please proceed to transfer money and wait for the release.

If the digital assets are still not received in 5 minutes after completing the payment, you can click on "Appeal" and our customer support service will assist you.

Buyer already paid according to the status?

During the process of transaction, you can chat with the maker or taker, after the status shows “paid” for 2 minutes. Virtual calls can be made to the other party.

If you still could not contact the other party whereas you did not receive the money even the status shows “Paid”. Click on “Appeal” and our customer support will assist you.

Why Haven't I Received Digital Assets After Clicking "Paid"?

First, please double check that you have already paid.

Notice: OTC only provides the display of trading information, and the payment process is completed off our platform between you and the buyer/seller. In other words, it does not necessarily mean that once you click "I've paid", your funds will be automatically transferred from your bank account to the seller's account.

Then contact the seller and make sure that the seller has received your transfer.

Finally, if the seller has received but has not yet released coins, you can contact  our Customer Service for appealing.

How come that I am able to buy, but not to sell?

In order to prevent abusing the rights of "Cancel transaction", when buyers cancel transactions frequently, they will not be able to buy more on that day (before 24:00 GMT+8).

If a taker cancels 3 or more orders, the buyer will be barred from buying digital asset in that single day.

If a maker cancels 3 or more orders, the seller will be barred from listing digital asset in that single day.

If the seller did not bind or provide valid payment information, which lead the system cancel the order automatically, the buyer will be barred in that single day, or you could contact the customer service.

What is KYC?

Seller: As per KYC (Know Your Customer) regulations of local governments, you could ask KYC verification from the buyer in the chat window.  For example, you could ask the buyer’s passport photo and a photo of him holding his passport so as to confirm the buyer is exactly the one in the photo.

Identification documents include but are not limited to the above, which means, you could also ask other documents or videos that can prove one’s identity from the buyer.

Buyer:  The seller may need you to submit some identification documents or videos such as your passport or your photo to fulfill identification verification.

How to choose my preferred payment method?

When you choose Ads in the Ad list, please check whether you have one of the payment methods that the merchant supports. Otherwise, transaction cannot be completed as usual.

How to withdraw special cryptos?

You can deposit via the wallet in APP by copying your crypto address, and add the preferred coin you wish to withdraw in your wallet.

What if you forget or put wrong information in Tag/Memo/Payment ID?

Please submit a work order and provide the required information, so that we could verify it for you as soon as possible.

1. Please make sure you’ve complete ID Verification/ Real Name Authentication. If not, please to complete. Afterwards you could submit work order.
2. Register account (email or phone number), type of coin, amount and transaction hash ID (Extremely Important).
3. A video of the withdrawal record from the source wallet or exchange.

Having difficulties receiving withdraws?

Basically, there are three steps to complete digital asset transfer:

Firstly, a transaction hash ID will be generated within 30 to 60 minutes, indicating that AOFEX has begun the transfer on the corresponding blockchain.

 Secondly, when you see the transaction hash ID, please click on "Check" to the right of the transaction hash ID to check its status and confirmations on the blockchain.

 Lastly, if the blockchain showed that the transaction has not yet been confirmed, please be patient and wait for the confirmation process to complete. If the blockchain showed that the transaction is already confirmed, which means that AOFEX has transferred coins successfully and unable to assist you further. If you still had issues, please negotiate with the owner of the destination address.

Notice: If the transaction hash ID was not generated for 6 hours after clicking the email link to confirm the withdrawal, please go to “Account” – “Details” – “Withdraw Record”, and save a screenshot of the transaction. Send us the work order with the screenshot for priority service.

What if you deposit to the wrong address?

AOFEX will start the automatic withdrawal process as soon as you click the Withdrawal Confirmation button in your E-mail account. Unfortunately, there is no way to stop this once initiated. Due to the anonymity of the blockchain, AOFEX is also unable to locate where your funds have been sent. If you have sent your coins to the wrong address by mistake, please use other means to try and locate and/or contact the recipient of your funds.

If you have withdrawn your funds to another exchange with an incorrect or empty tag/required description, please contact the receiving exchange with your transaction hash ID to organize the return of your funds.

What if you cannot receive email?

If you have not received the email sent by AOFEX, please try the actions below:

1. Please verify the registered email account and ensure it is correct.

2. Please check spam folder in email system to search the email.

3. Whitelist AOFEX email in your email server, please refer

4. Please check the server of your email is running.

5. Please choose mainstream email such as gmail, outlook, hotmail and etc.

What if you deposit crypto to the wrong crypto address?

If you deposited wrong cryptos to your AOFEX crypto address:

1. AOFEX generally does not offer a crypto/coin recovery service.
2. If you have suffered a significant loss as a result of incorrectly deposited cryptos/coins, AOFEX may, solely at our discretion, assist you in recovering your cryptos/coins. This process is extremely complicated and may result in significant cost, time and risk.
3. If you wish to request AOFEX to recover your coins, please provide: your AOFEX account email, coin name, address, amount, transaction hash ID (extremely important) and transaction screenshot. Team AOFEXwill judge whether or not retrieve wrong coins.
4. If it was possible to recover your coins, we may need to install or upgrade the wallet software, export/ import private keys etc. These operations can only be conducted by authorized staff under carefully security audit.  Please be patient as it may cost over 1 month to retrieve wrong coins.

What if the status of the order is abnormal?

If your order has not executed: please check the price of the open order and verify whether if it has matched counterparty (bid/ask) price and volume or not; If you would like to expedite it, you can consider canceling the open order and submit a new order with a more competitive price.If you cannot cancel the order, or cryptos weren’t credited in your account and etc. please reopen the ticket and attached: the order screenshot; exception or error screenshot; Besides, Team AOFEX will try best to solve it as soon as possible. FYI, priority would be low if tickets lack of above screenshots.