FAQ - Frequently Asked Questions

Quickly find solutions to commonly asked questions

  • Step 1. Signup

    For signing up a new account in nlexch.com, you firstly need to go to the website https://www.nlexch.com/ , and then click “SIGN UP” button.

    Or simply click the link https://www.nlexch.com/signup

    Then, fill in your email address and create your account password. If you have a coupon, you must enter the code here.

    Note: Coupon is redeemable upon verification of your ID.

    After clicking Sign Up, your profile page will appear and a verification email will be sent to your mailbox. If you didn't receive the email, click on Send it again

    Go to your email and click on the verification link to verify your account. The link will expire in 30 minutes. If your link expires, go to your profile page and click on Send it again.

    The verification link will bring you to the login page, and notify you that “Account activated successfully! Please sign in below.” Now, you can log in using your email and password.

    Step 2. Verify your ID

    Next, you need to complete the KYC (Know Your Customer) component to start trading. For doing this, you need to click the Submit button in Verify ID section

    And then, the ID Verification page will appear. You will need to input your information here. It should be noticed that the address information is necessary and need to be consistent with your Proof of Residence. The verification process usually takes one day.

    If the KYC process is not successful, you will receive an email from us to notify you the reasons and solutions. You are able to resubmit your document if the KYC process is not successful.

    Once you have verified your ID successfully, you will find the Submit button become Verified. Now, you can start your trading !

    Step 3. Two-Factor Authentication

    Two-Factor Authentication provides another layer of security to your account. For activating this function, you can click Enable button in the Two-Factor Authentication section.

    Clicking Send Code, your bound phone number will receive a 6-digit password, and you need to enter the verification code and click Verify to continue.

    Next, the Two-Factor Authentication will appear. Follow the guideline step by step, and click Enable to finish this process.

    Once successful, the Enable button will become Disable

    Step 4. Trading, Deposits and Withdrawals

  • What are blockchain assets?

    Bitcoin is an example of a blockchain asset. You can send Bitcoin over the internet directly as easy as sending an email. Like cash, Bitcoin transactions are irreversible. Bitcoin and other blockchain assets are traded on exchanges worldwide.

    What is BTC Markets?

    BTC Markets is a global marketplace for buyers and sellers to exchange blockchain assets. You're trading with other users of this site. The price you buy or sell at is up to you. The price is influenced by the demand and supply from buyers and sellers on this exchange. The current price shown is the last price a buyer and a seller agreed to exchange at.

    Do you allow VPNs?

    We do not specifically disallow the use of VPNs however the use of a VPN can cause delays in our identity verification systems as well as the processing of deposits and withdrawals. Due to these potential issues we recommend not using a VPN while accessing your BTC Markets account.

    Do you have an API?

    Yes we do and all the documentation and sample code can be found on API Docs.

    Can I use this site to assist with the paying of ransomware?

    No. The use of our services for the purpose of payment to ransomware is strictly forbidden and is against our terms of service. Any users found to be using our services for such purpose will have their account terminated.

    Can I use this site to engage in illegal activities?

    No. The use of our services to engage in any illegal activities is strictly forbidden and is against our terms of service. Any users found to be using our services for such purposes will have their account terminated.

  • How do I buy blockchain assets?

    Click on "Funds" then "Deposit" for a list of depositing options. Once your deposit has cleared you can place a buy order. Click on "Buy / Sell" and enter the amount and price you want to pay. The easiest and quickest way to buy blockchain assets is to select a "Market Order".

    What is my order stuck as an Open Order?

    Newly placed orders first go into the order book as an "Open Order". When some of your "Open Order" matches with another user it becomes a "Partially Matched Order". When ALL of your order matches with another user it becomes a "Fully Matched Order" or "Completed Order". Completed orders are removed from the order book.

    Can I cancel a trade?

    You may cancel your order before it trades at any time by clicking on "Buy / Sell" then "Open Orders" . You can also cancel a partially matched order.

    I have waited a long time and my order is still not completed

    If you find that nothing happens after a long time, click on "Open Order" and have a look to see if your order is still open. Check the price to see if it's near the market average. You may have to cancel it and put in a more competitive price if you want your order matched more quickly. This is all part of trading.

  • What are the functions of “deposit address” and “withdraw address”?

    Each type of digital asset on the platform has a unique address, which functions like a residential address. When you intend to send another user your digital assest, first you need to find out the recipient’s [Deposit] address and digital asset [Withdrawal] address.

    How do I withdraw (send) blockchain assets?

    To withdraw funds, click "Account" and "Withdraw", select your withdrawal type and enter the details. Please make sure you enter the correct blockchain address.

    How do I deposit (receive) blockchain assets?

    To deposit funds, choose the correct blockchain asset, click "Account" and "Generate Address". You can use this address to receive blockchain assets.

    I have tried to withdraw but I get the error "Insufficient Funds"

    You can only withdraw funds up to the amount of your available balance. If you are getting the error "Insufficient Funds" unexpectedly, you may have some open orders that are holding some funds. You may wish to cancel your open orders to be able to be able to withdraw those funds. To see if you have any open orders, click on "Buy / Sell" and then "Open Orders" and then you can cancel any open orders.

    Why is my blockchain asset withdrawal pending?

    User withdrawals are subject to a security check to ensure they are not fraudulent. We can see all withdrawals and they will be processed once they have been cleared by our fraud prevention systems.

    What is the blockchain?

    The blockchain is the record of every blockchain asset ever generated and every transfer from one party to another. Each cryptocurrency that is based on the same type of technology as Bitcoin has its own blockchain.

    What is the minimum cryptocurrency deposit or withdrawal?

    The minimum withdrawal for each transaction is determined by network fee, and the withdrawal sum must be larger than the fee.

    There is minimum deposit limit for cryptocurrency operations, check fees page.

  • What is verification and do you need it?

    Verification is needed only for fiat traders. Cryptocurrency operations do not require verification. We are planning to have support for Euro by January 1, 2018

    How do I change my email address?

    For security reasons we do not allow email address changes. If you want to use another email address, please register a new account.

    My two-factor code has stopped working and I can't log in

    The two-factor code is very time sensitive. Even if it is out by a few seconds it may prevent you from accessing your account. Please check the time and date on your phone is fully synchronised and accurate.

    I have lost my phone / two-factor code and I can no longer log back in

    If you lost a device with the Google Authenticator, there are two options to remove the 2FA and access your account.

    - Use the backup code generated upon enabling the 2FA.

    Contact the support ([email protected]) team to remove the 2FA for your account.

    Do you manage a full reserve?

    We use a cold wallet and hot wallet system to secure and manage our client's cryptocurrency reserves. We maintain a full-reserve and process reconciliations regularly. This gives us and our client's confidence that the funds shown in their accounts matches with what is really in our bank and cold wallets. Our encrypted cold wallet storage is off-site in multiple locations. Each location is physically secure and physically diverse.

    How to protect your account?

    Blockchain transactions are not reversible. Once money has been sent, there's no way to return them. That's why it's absolutely vital to protect your account from intruders.

    To stay completely secure, we force you to enable 2-step verification.Verification for withdrawals also is enable.

    And of course, your password has to be strong, it’s important to change it on a regular basis. Please note that under no circumstances we would ask you to share your password with us. Don’t reveal it to anyone.