1. Login 1.1Howdo Iloginwhenneither mymobilenumbernoremail are accessible? If you remember your account login password: On the Web:On theofficial login page, enter your account and password, then1. Login 1.1Howdo Iloginwhenneither mymobilenumbernoremail are accessible? If you remember your account login password: On the Web:On theofficial login page, enter your account and password, then

Learn/Learn/Spotlight/MEXC Accoun...pport Guide

MEXC Account Problems Solved: Login Issues, KYC, Withdrawal & Support Guide

Jan 12, 2026MEXC

CHANGE$0.00056315-4.51%

MOBILE$0.0001457-3.25%

1.1Howdo Iloginwhenneither mymobilenumbernoremail are accessible?

On the Web:On theofficial login page, enter your account and password, then click the profile icon in the top right corner of the homepage and go toSecurity. UnderMobileVerificationorEmail Verification, clickChangeon the right, clickReset Security Verification?, and follow the on-screen instructions.
On theApp:On the login page, enter your account and password, then tap the profile icon in the top left corner and go toSecurity, selectMobileVerificationorEmailVerification, chooseReset Security Verification?, and follow the on-screen instructions.

Please prepare the following information and send it to our customer service team at [email protected], or provide it to our online support. After verifying the information, MEXC will complete the unlinking within 1–3 business days.

1) Reason for the change

2) Previous email/mobile number

3) New email/mobile number

4) Recent transaction history, deposit/withdrawal records, or commonly used login addresses

5) Photo of you holding your ID and a paper note (including the reason for change, UID, MEXC logo, date, and signature)

1.2What should I do if my account is locked after multiple incorrect password or verification code attempts?

Your account may be temporarily locked under the following scenarios:

After 5 consecutive incorrect password attempts during login, your account will be locked for 2 hours.
After 10 consecutive incorrect password attempts during login, your account will be locked for 24 hours.

If you wish to unlock your account earlier, follow the instructions on the login page and clickForgot Passwordto reset your password. If you cannot reset your password due to loss of verification credentials, follow the prompts to request asecurity verification reset.

2. Change of Account Information

2.1Howcan Ilinkorchangemobile/emailfor security verification?

2.1.1How toLinkMobile/Email

On theWeb:On the MEXC homepage, click the profile icon in the top right corner, selectSecurity, choose eitherMobileVerificationorEmail Verificationand clickSet Upon the right. Follow the instructions on the page to complete the process.
On theApp:On the MEXC app homepage, tap the profile icon in the top left corner, selectSecurity, tapMobileVerificationorEmailVerification, and follow the instructions on the page to complete the process.

2.1.2How to Change Mobile/Email

If the original mobile number/email is accessible:

On theWeb:On theweb homepage, click the profile icon in the top right corner, selectSecurity, choose eitherMobileVerificationorEmail Verification, and clickChangeon the right. Follow the instructions on the page to complete the process.
On theApp:On the App homepage, tap the profile icon in the top left corner, selectSecurity, tapMobileVerificationorEmailVerification, and follow the instructions on the page to complete the process.

For more details, please refer to the"How to Change the Email Address Linked to Your MEXC Account"article.

If the original mobile number/email is inaccessible:

On theWeb:On theweb homepage, click the profile icon in the top right corner, selectSecurity, go toMobileVerificationorEmail Verification, and clickChange, thenReset Security Verification?. Follow the instructions on the page to complete the process.
On theApp:On the App homepage, tap the profile icon in the top left corner, selectSecurity, clickMobileVerificationorEmail Verification, then tapReset Security Verification?, and follow the instructions on the page to complete the process.

Note: After changing your mobile number/email, withdrawals and OTC trading will be temporarily restricted for 24 hours.

2.1.3Howcan Iunlinkorchangemymobile/emailverificationif I'munable tolog in?

How to Unlink/ChangeEmail

Please email [email protected] to request to change or unlink your email. MEXC will process your request within 24 hours. The following information is required:

1) Description of the issue

2) MEXC account details (mobile number, email account, or UID)

3) New email address (Please ensure it can send and receive emails. If you are unable to receive emails or verification codes, it may cause issues with completing withdrawal steps in the future)

4) Recent transaction history, asset holdings, deposit/withdrawal records, and common login locations

5) A photo of you holding your ID along with a handwritten note (including the MEXC logo, reason for the change, account details, date, and your signature). The date must match the application date.

6) If you have not completed KYC verification, please provide a screenshot of a transfer from the sending platform to MEXC (the screenshot must show the TxID, amount, and time). This is not required if no deposit records are available

How to Unlink/Change MobileNumber

Please send an email to[email protected]to request to change or unlink your mobile number. MEXC will complete the request within 24 hours. The required information is as follows:

1) Description of the issue

2) MEXC account details (mobile number, email account, or UID)

3) New mobile number

4) Recent transaction history, asset holdings, deposit/withdrawal records, and common login locations

5) A photo of you holding your ID along with a handwritten note, including the MEXC logo, reason for the change, old and new mobile number, date, and your signature. The date must match the application date

2.2Why am I seeing the message "Mobile number/email already registered"?

Each mobile number/email can only be registered or linked to one MEXC account. If you see this message, it means your mobile number/email is already linked to another MEXC account. If you have forgotten your MEXC account/login password, you can click onForgot Passwordon the login page to retrieve your account information.

2.3How can I link, unlink, reset, or change Google 2FA Authenticator to a new phone?

2.3.1How toLinkGoogle Authenticator

On theWeb:Click the profile icon in the top right corner of the homepage, selectSecurity, thenGoogle Authenticator Codeon the right, clickSet Upand follow the on-screen instructions.
On theApp:Tap the profile icon in the top left corner of the homepage, selectSecurity, tapGoogle Authenticator, then follow the on-screen instructions.

For more details, refer to"Linking Google Authenticator".

2.3.2How to UnlinkGoogle Authenticator

On theWeb:Click the profile icon in the top right corner of the homepage, selectSecurity, thenGoogle Authenticator Codeon the right, clickRemoveand follow the on-screen instructions.
On theApp:Tap the profile icon in the top left corner of the homepage, selectSecurity, tapGoogle Authenticator, then follow the on-screen instructions.

For more details, refer to"How to Unlink Google Authenticator from MEXC".

2.3.3How to Reset Google Authenticator

On theWeb:Click the profile icon in the top right corner of the homepage, selectSecurity. ClickGoogle Authenticator Codeon the right, clickRemove→Reset Security Verification?, selectReset Google Authenticatorand follow the on-screen instructions.
On theApp:Tap the profile icon in the top left corner of the homescreen, selectSecurity, tapGoogle Authenticator→Reset Security Verification?, clickReset Google Authenticatorand follow the on-screen instructions.

After submitting your request to reset Google Authenticator, MEXC's official customer service will review your application within 1 business day. Once approved, your original Google Authenticator will be unlinked. For more details, refer to"How to Unlink Google Authenticator from MEXC".

2.3.4How to Transfer MEXC Google Authenticatorto a New Phone

On YourOld Phone:Open the Google Authenticator app, tap the≡icon in the top left corner, clickTransfer Accounts, export part or all of the codes you wish to transfer, then generate a QR code and wait for scanning.

On YourNew Phone:Open the Google Authenticator app, tap the+icon in the bottom right corner, clickScan QR Code, and scan the QR code generated by the old phone and complete the transfer.

For more details, refer to"How to Transfer Google Authenticator for MEXC to a New Mobile Phone".

2.4What should I do if I receive aGoogle Authenticatorerror message?

1) If you have multiple accounts linked to Google Authenticator on your phone, ensure that you are entering the code corresponding to your MEXC registered email.

2) Ensure that you have installed the correct Google Authenticator app. iOS users can search for "Authenticator App" on the App Store, and Android users can search for "Google Authenticator" on Google Play to download it.

3) Google Authenticator codes are valid for only 30 seconds. Please ensure that you enter and submit the code within 30 seconds.

4) Ensure that your phone's time is accurately synchronized with the standard time for your time zone.

If you have reviewed the above reasons and the Google Authenticator error persists, you can apply to reset Google Authentication on theMEXC webor through the MEXC App by clicking/tappingReset Security Verification?and following the on-screen instructions.

On theWeb:Click the profile icon in the top right corner of the homepage, selectSecurity, chooseMobileVerificationorEmail Verificationon the right, clickChange→Reset Security Verification?, and follow the on-screen instructions.
On theApp:Tap the profile icon in the top left corner of the homepage, selectSecurity, chooseMobile VerificationorEmailVerification, then tapReset Security Verification?, and follow the on-screen instructions.

Note: After modifying or unlinking your Google Authenticator, crypto and fiat withdrawals will be restricted for 24 hours.

3. Verification Code(Email, Google, and SMS)

3.1What should I do if I receive the "Failed to Fetch Verification Code" error message?

You can try the following methods to resolve the issue:

Clear your browser cache
Switch to another browser
Use the App to obtain the verification code

If the above methods do not work and you are still unable to receive the verification code, you can contactCustomer Servicefor assistance.

3.2What should I do if I don't receive theverificationemail?

If you are unable to receive the email verification code, please follow the troubleshooting steps below:

1) Check your spam folder for the verification email.

2) Verify that the email you are viewing is the one registered with your account.

3) Ensure that your email can send and receive messages properly.

4) Allow the email verification countdown to complete before requesting a new verification code.

If none of the above solutions work, you can add MEXC's email domain or address to your whitelist and try requesting the verification code again.

For more details, please refer to"Why Am I Unable to Receive Email Notifications From MEXC?".

3.3What should I do if I don't receivethe verificationemailafterregisteringwith myApple ID?

If you registered your account using Apple ID and selected the "Hide My Email" option, a private email address is used. This private email may experience delays or issues receiving the verification code promptly.

For a smoother experience, we recommend changing the linked email to one you actively use. Follow these steps to make the change:

On theWeb:Click the profile icon in the top right corner of the homepage, selectSecurity, clickEmail Verification→Change, and follow the instructions on the page to complete the process.
On the App:Tap the profile icon in the top left corner of the homepage, selectSecurity, tapEmailVerification, and follow the instructions on the page to complete the process.

4. Account Freeze

4.1Howdo I freezemyMEXCaccount?

On theWeb:Click the profile icon in the top right corner of the homepage, selectSecurity, scroll down toDevices and Activities→Freeze Account, clickFreeze, and follow the instructions on the page.
On theApp:Tap the profile icon in the top left corner of the homepage, selectSecurity, tapManage Account→Freeze Account, and follow the instructions on the page.

Please note that after freezing your account, the following functionalities will be restricted:

1) You will be unable to log into your account until it is unfrozen by customer service.

2) All trading and login functions will be disabled.

3) All API keys associated with your account will be deactivated.

4) To unfreeze the account, you will need to contact customer service.

5. Assets

5.1Whyhavemyassetsdisappeared frommyaccount?

You can follow the steps below to troubleshoot the issue:

1)Confirm Account Information:Ensure that you are logged into the correct account. Check your UID, email address, or phone number.

2)Delisted Tokens:If the asset is a delisted token, you can uncheck theHide Small Balancesoption in your Spot account, then search for the token name to check its status.

3)RenamedTokens:If the token has been renamed, you can search for the token name in theAnnouncement Centerto see the latest updates about the project.

4)Check Small Balances:UncheckHide Small Balancesin your Spot account and search for the token to check its status.

5)ReviewLogin and Withdrawal Records:Review your login and withdrawal records. If you identify unauthorized activity or suspect asset loss, it is recommended to report the incident to the police and submit a law enforcement request for assistance from the platform.

6)EnhanceAccount Security:Update your login password to enhance account security, and review your recent login activities for any unauthorized access.

If you have any other questions, please click onCustomer Serviceto contact online customer service for assistance.

5.2How to SwitchtoLocal Currency

On theWeb:Click on the profile icon in the top right corner of the homepage, go toSettings, findCurrency, then select your preferred currency.
On theApp:Tap on the profile icon in the top left corner of the homepage, go toSettings, tapCurrency, then select your preferred currency.

5.3How to Calculate Asset Value Using Local Currency

On theWeb:Click onWallets→Overviewin the dropdown, belowEstimated Balance, click ▼ next to your balance's currency equivalent, and select your local currency.
On the App: TapWalletson the homepage. UnderTotal Value, click ▼ next to your balance's currency equivalent, and choose your local currency.

6. Sub-Accounts

6.1How can I log into my sub-account?

There are two types of sub-accounts:

API Sub-Account:This type of sub-account does not support direct login and is solely used for API trading.
IndividualSub-Account:This type of sub-account can only be logged in via the web and requires email verification.

6.2Howdo Ichangemysub-accountpassword?

The process for resetting the password of a sub-account is the same as that for the main account. Follow the steps below:

1)If You Remember the Current Password

On theWeb:Log in to the sub-account. Click on the profile icon in the top right corner, selectSecurity, go toAdvanced Security→Login Password, and clickChange.
On theApp:This feature is currently not supported.

2)If YouForgetthe CurrentPassword

On theWeb:Log in to the main account. Click theprofile icon→Sub-Account Management. You will see your sub-account details undertAccount Management. LocateAction, hover your mouse over...and clickChange Password.
On theApp:This feature is not currently supported.

6.3CanI log intothemainaccount andsub-accountsimultaneously?

To log in to both the main account and sub-account simultaneously, you can either use different browsers or access the platform through two separate website domains.

Available Domains:

https://www.mexc.com

https://www.mexc.co

6.4What is the maximum number of sub-accounts I can create?

You can create up to 30 API sub-accounts.

6.5CanI use my sub-accounttocomplete KYCverification?

No, KYC verification is not supported for sub-accounts.

6.6Howdo Imake depositsintoasub-account?

Currently, MEXC only supports transferring assets from the main account to the sub-account and does not support on-chain transfers to sub-accounts.

Step 1:Click on the profile icon and clickSub-Account Management.

Step 2:UnderSub-Account Management, clickAsset Management→Transfer.

Step 3:Select the appropriate account, enter the asset type and quantity, and clickTransfer.

7. KYC Verification

7.1Howdo IviewmyKYC Information?

On theWeb:Click on the profile icon in the top right corner of the homepage and clickIdentificationto view your KYC information.
On theApp:Tap theprofile iconin the top left corner, then click the>next to your nickname to view your KYC information.

7.2What happens if I exceed the KYC verification limit?

A MEXC account allows a maximum of 3 attempts per day for primary or advanced KYC verification. If you receive a notification indicating that you’ve exceeded the daily limit, please try again after 24 hours.

7.3How do I correct errors, update documents, or renew expired KYC information?

If you are currently at the Primary KYC level, we recommend proceeding directly toAdvanced KYC. During the submission process, you can re-upload the correct identification documents to update your information.

If you have already completed Advanced KYC and need to correct or update your details, you can submit aKYC Verification Updaterequest through the self-service option. Please select the appropriate update reason based on your situation and follow the on-screen instructions to complete the process. The platform will review your submission and update your verification information once approved.

7.4How long does the KYC review take?

In most cases, the KYC review is completed within 15 minutes. However, depending on the complexity of the information you submit and the current review volume, some cases may take 8–24 hours to complete.

7.5What should I do if I receive the notification "You have already completed KYC verification with another account, duplicate applications are not supported"?

If you receive this notification during the KYC verification process, it indicates that your identity verification has already been completed on a different account. According to MEXC's policy, each user's identity verification information can only be associated with three MEXC accounts.

7.6What are the differencesbetweenPrimaryand Advanced KYC?

Primary KYC Verification:The Primary KYC verification process enables you to verify your identity by uploading identification documents and providing the necessary document information. Upon successfully completing Primary KYC verification, the 24-hour withdrawal limit is set at 80 BTC.
Advanced KYC Verification:Advanced KYC verification involves a live face recognition process. Once successfully completed, the 24-hour withdrawal limit increases to 200 BTC.

7.7How can I switch from Individual KYC (Primary/Advanced) to Institutional KYC?

MEXC does not currently support converting an individual KYC (Primary or Advanced) to an institutional KYC, nor does it support converting an institutional KYC to an individual KYC for the same account.

7.8Is a company registration number limited to one Institutional KYC on MEXC?

Yes, each company registration number can be used to complete Institutional KYC for only one MEXC account.

7.9Can I trade without completing KYC verification?

MEXC strictly complies with regulatory requirements and is committed to providing users with a safer trading environment. To ensure the security of your account and assets, we strongly recommend completing KYC verification. Otherwise, certain account functions may be restricted.

MEXC encrypts and protects all user verification information and will never use it for any other purpose. Thank you for your understanding and support.

7.10What should I do if I receive a notification about deposits being restricted and requiring KYC verification?

Before completing KYC, you still have a trading limit of up to 1,000 USDT (or the equivalent in other tokens). If this limit is used up, please complete the KYC verification process promptly. MEXC strongly recommends completing KYC to continue using products and services on the platform.

If you are unable to complete KYC, you can apply to return your restricted funds by filling out the required information on theApplication for Returnpage.

Before completing KYC, you still have a trading limit of up to 1,000 USDT (or the equivalent in other tokens). If this limit is used up, please complete the verification process promptly. MEXC strongly recommends completing KYC to continue using products and services on the platform.

If you are unable to complete KYC, you can submit aWithdrawal Appeal Formon the official website, filling in the required information to apply for withdrawal. Once your appeal is approved, your account will be in "reduce-only" mode, limiting access to onlyWithdrawalandClose Positionpermissions. Other account features will no longer be accessible.

8. Restricted Countries or Regions

8.1Which regions are not eligible for registration?

MEXC reserves the right to refuse registration applications from users in jurisdictions that do not meet international anti-money laundering standards or from users who may be considered politically exposed persons. We reserve the right to suspend or terminate trading at any time if suspicious transactions are detected. However, this does not constitute a breach of our obligations or responsibilities to you.

As of now, MEXC reserves the right to refuse trading or registration applications from users in the following countries or regions: Canada, mainland China, Cuba, Crimea, Donetsk, Hong Kong, Iran, Luhansk, North Korea, Sevastopol, Singapore, Sudan, Syria, the United Kingdom, and the United States (collectively referred to as "Restricted Countries or Regions").

The above list of restricted countries or regions is not exhaustive, and MEXC may adjust the list at any time. For more information, please refer to the "User Agreement."

8.2Whycan't Iregister,complete KYC, ortrade ifmycountry/region is not on therestrictedlist?

To comply with local government regulatory requirements, MEXC currently does not provide services to users attempting to log in or complete KYC verification from certain locations.

For more details, please refer to theUser Agreement.

8.3Does MEXC supportKYC verification usingNIN digital ID for Nigerian users?

Currently, MEXC supports the following types of KYC documents for Nigerian users: national ID, driver's license, voter's card, or international passport.

8.4Can shareholders from restricted countries/regions complete Institutional KYC?

For Institutional KYC, the ultimate beneficial owner/shareholder of the company must not be a citizen of a country or region restricted by MEXC. For further details, please refer to theUser Agreement.

8.5How will assets be handled for accounts from countries or regions where MEXC hasdiscontinued its products and services?

Users from countries or regions where services have been discontinued are only able to withdraw their personal assets and cannot participate in any transactions. MEXC recommends that you withdraw your assets as soon as possible. The exact account closure timeline will be communicated separately. For more information, please refer to the MEXCUser Agreementand follow the guidelines for proper registration and account usage.

9. Stolen Funds & Fraud Reporting

9.1 What should I do if my stolen assets are transferred to MEXC?

Please contact Customer Service and provide the following information:

1) A screenshot of the wallet/account transfer record, transaction ID, transfer address, and a detailed explanation of how it relates to the case.

2) Complete KYC verification on MEXC to ensure the provided information is legitimate and free from any falsification, fabrication, or defamation.

3) If the above information is verified, the platform will temporarily freeze the suspected account (for 24 hours) and recommends that you report the case to the police immediately.

4) After submitting the information, report to the police within 48 hours and provide the filed police report or case receipt. If the required proof is not provided, the platform will assess the situation and may consider unfreezing the funds.

5) If law enforcement officers require the platform’s assistance in the investigation, please email us at [email protected]. The email must include the identity proof of the officer handling the case, proof of case registration, and the investigation documents (evidence request notice), along with a clear statement of the required information.

6) The platform will directly liaise with the judicial authorities handling the case and cooperate with law enforcement officers during the investigation.

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