1. Login 1.1 Active Session with Inaccessible Security Factors (Phone Number or Email) On the Web: On the homepage, click the profile icon in the top right corner of the homepage and go to Security.1. Login 1.1 Active Session with Inaccessible Security Factors (Phone Number or Email) On the Web: On the homepage, click the profile icon in the top right corner of the homepage and go to Security.
MEXC Account Problems Solved: Login Issues, KYC, Withdrawal & Support Guide
1. Login
1.1 Active Session with Inaccessible Security Factors (Phone Number or Email)
On the Web: On the homepage, click the profile icon in the top right corner of the homepage and go to Security. Under Mobile Verification or Email Verification, click Change on the right, click Reset Security Verification, and follow the on-screen instructions.
On the App: On the homepage, tap the profile icon in the top left corner and go to Security, select Mobile Verification or Email Verification, choose Reset Security Verification, and follow the on-screen instructions.
1.2 Account Logged Out & Forgotten Password
On the Web: On the official login page, enter your account and click Forgot Password. You will be redirected to the password reset page. Enter your linked email/phone number and follow the on-screen instructions.
On the App: Go to the login page, enter your account, and tap Forgot Password. You will be redirected to the password reset page. Enter your linked email/phone number and follow the on-screen instructions.
Note: Withdrawals and fiat trading will be disabled for 24 hours after a password reset.
1.3 What 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 click Forgot Password to reset your password. If you cannot reset your password due to loss of verification credentials, follow the prompts to request a security verification reset.
2. Change of Account Information
2.1 How can I link or change mobile/email for security verification?
2.1.1 How to Link Mobile/Email
On the Web: On the MEXC homepage, click the profile icon in the top right corner, select Security, choose either Mobile Verification or Email Verification and click Set Up on the right. Follow the instructions on the page to complete the process.
On the App: On the MEXC app homepage, tap the profile icon in the top left corner, select Security, tap Mobile Verification or Email Verification, and follow the instructions on the page to complete the process.
2.1.2 How to Change Mobile/Email
If the original mobile number/email is accessible:
On the Web: On the web homepage, click the profile icon in the top right corner, select Security, choose either Mobile Verification or Email Verification, and click Change on the right. Follow the instructions on the page to complete the process.
On the App: On the App homepage, tap the profile icon in the top left corner, select Security, tap Mobile Verification or Email Verification, 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 the Web: On the web homepage, click the profile icon in the top right corner, select Security, go to Mobile Verification or Email Verification, and click Change, then Reset Security Verification. Follow the instructions on the page to complete the process.
On the App: On the App homepage, tap the profile icon in the top left corner, select Security, click Mobile Verification or Email Verification, then tap Reset Security Verification, and follow the instructions on the page to complete the process.
Note: After changing your mobile number/email, withdrawals and fiat trading will be temporarily restricted for 24 hours.
2.2 Why 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 on Forgot Password on the login page to retrieve your account information.
2.3 How can I link, unlink, reset, or change Google 2FA Authenticator to a new phone?
2.3.1 How to Link Google Authenticator
On the Web: Click the profile icon in the top right corner of the homepage, select Security, then Google Authenticator Code on the right, click Set Up and follow the on-screen instructions.
On the App: Tap the profile icon in the top left corner of the homepage, select Security, tap Google Authenticator, then follow the on-screen instructions.
For more details, refer to "Linking Google Authenticator".
2.3.2 How to Unlink Google Authenticator
On the Web: Click the profile icon in the top right corner of the homepage, select Security, then Google Authenticator Code on the right, click Remove and follow the on-screen instructions.
On the App: Tap the profile icon in the top left corner of the homepage, select Security, tap Google Authenticator, then follow the on-screen instructions.
For more details, refer to "How to Unlink Google Authenticator from MEXC".
2.3.3 How to Reset Google Authenticator
On the Web: Click the profile icon in the top right corner of the homepage, select Security. Click Google Authenticator Code on the right, click Remove → Reset Security Verification, select Reset Google Authenticator and follow the on-screen instructions.
On the App: Tap the profile icon in the top left corner of the homescreen, select Security, tap Google Authenticator → Reset Security Verification, click Reset Google Authenticator and follow the on-screen instructions.
After submitting your request to reset Google Authenticator, MEXC 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".
2.3.4 How to Transfer MEXC Google Authenticator to a New Phone
On Your Old Phone: Open the Google Authenticator app, tap the ≡ icon in the top left corner, click Transfer accounts, export part or all of the codes you wish to transfer, then generate a QR code and wait for scanning.
On Your New Phone: Open the Google Authenticator app, tap the + icon in the bottom right corner, click Scan a 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".
2.4 What should I do if I receive a Google Authenticator error 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 the MEXC web or through the MEXC App by clicking/tapping Reset Security Verification and following the on-screen instructions.
On the Web: Click the profile icon in the top right corner of the homepage, select Security, choose Mobile Verification or Email Verification on the right, click Change → Reset Security Verification, and follow the on-screen instructions.
On the App: Tap the profile icon in the top left corner of the homepage, select Security, choose Mobile Verification or Email Verification, then tap Reset 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)
3.1 What should I do if I receive a "Verification error, please try again" or "Failed to fetch" message?
For Web Users:
Please try the following solutions:
- Visit http://www.mexc.co and try again.
- Try again using a different browser.
- Alternatively, log in via the App to perform the operation.
- If the above methods do not resolve the issue, collect the user's phone number and device self-check information, and submit a fault report ticket.
For App Users:
Please try the following solutions:
- Switch to a different server line within the App and retry.
- Tap the Profile Icon, then scroll all the way to the bottom of the page to find and tap Network Selection → Switch Server to choose a different server.
- Switch your phone's network (Wi-Fi / 5G / 4G / Other) and try again.
- If the above methods do not resolve the issue, collect the user's phone number and device self-check information, and submit a ticket.
3.2 What should I do if I don't receive the verification email?
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?".
3.3 What should I do if I don't receivethe verification email after registering with my Apple 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 the Web: Click the profile icon in the top right corner of the homepage, select Security, click Email 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, select Security, tap Email Verification, and follow the instructions on the page to complete the process.
For more details, refer to Why Am I Unable to Receive Email Notifications From MEXC?
4. How do I Delete My Account?
On the Web: Click the profile icon in the top right corner of the homepage, select Security, click Freeze next to Freeze Account, 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, select Security, tap Manage Account, select Freeze Account, and follow the instructions on the page to complete the process.
Note: Please be aware that freezing your account will result in the following restrictions:
1）You will be unable to log in to your account until you contact customer support to unfreeze it.
2）All trading and login functions will be disabled.
3）All API keys associated with your account will become invalid.
4）You must contact Customer Service to unfreeze your account.
5. Assets
5.1 Why have my assets disappeared from my account?
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 the Hide Small Balances option in your Spot account, then search for the token name to check its status.
3) Renamed Tokens: If the token has been renamed, you can search for the token name in the Announcement Center to see the latest updates about the project.
4) Check Small Balances: Uncheck Hide small balances in your Spot account and search for the token to check its status.
5) Review Login 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) Enhance Account 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 on Customer Service to contact online customer service for assistance.
5.2 How to Switch to Local Currency
On the Web: Click on the profile icon in the top right corner of the homepage, go to Settings, find Currency, then select your preferred currency.
On the App: Tap on the profile icon in the top left corner of the homepage, go to Settings, tap Currency, then select your preferred currency.
5.3 How to Calculate Asset Value Using Local Currency
On the Web: Click on Wallets→ Overview in the dropdown, below Estimated Balance, click ▼ next to your balance's currency equivalent, and select your local currency.
On the App: Tap Wallets on the homepage. Under Total Value, click ▼ next to your balance's currency equivalent, and choose your local currency.
6. Sub-Accounts
6.1 How 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.
- Individual Sub-Account: This type of sub-account can only be logged in via the web and requires email verification.
6.2 How do Ichange mysub-account password?
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 the Web: Log in to the sub-account. Click on the profile icon in the top right corner, select Security, go to Advanced Security → Login Password, and click Change.
On the App: This feature is currently not supported.
2) If You Forgetthe Current Password
On the Web: Log in to the main account. Click the profile icon → Sub-Account Management. You will see your sub-account details undert Account Management. Locate Action, hover your mouse over ... and click Change Password.
On the App: This feature is not currently supported.
6.3 Can I log into the main account and sub-account simultaneously?
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:
6.4 What is the maximum number of sub-accounts I can create?
You can create up to 30 API sub-accounts.
6.5 Can I use my sub-account to complete KYC verification?
No, KYC verification is not supported for sub-accounts.
6.6 How do Imake deposits into a sub-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 click Sub-Account Management.
Step 2: Under Sub-Account Management, click Asset Management→ Transfer.
Step 3: Select the appropriate account, enter the asset type and quantity, and click Confirm.
7. KYC Verification
7.1 How do I view my KYC Information?
- On the Web: Click on the profile icon in the top right corner of the homepage and click Identification to view your KYC information.
- On the App: Tap the profile icon in the top left corner, then click the > next to your nickname to view your KYC information.
7.2 What 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.
7.3 How do I correct errors, update documents, or renew expired KYC information?
If you are currently at the Primary KYC level, we recommend proceeding directly to Advanced 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 a KYC Verification Update request 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.
7.4 How 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.
7.5 What 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 KYC 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 two MEXC accounts.
7.6 What are the differencesbetween Primary and 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.
7.7 How 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.
7.8 Is 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.
7.9 Can 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.
7.10 What should I do if I receive a notification about deposits being restricted and requiring KYC verification?
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 the Application for Return page.
7.11 Why am I receiving a popup message about not completing KYC verification during withdrawals?
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 a Withdrawal Appeal Form on 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 only Withdrawal and Close Position permissions. Other account features will no longer be accessible.
8. Restricted Countries or Regions
8.1 Which 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: North Korea, Cuba, Sudan, Iran, Mainland China, Singapore, the United States, the United Kingdom, Hong Kong, the Russian-controlled regions of Ukraine (currently including Crimea, Donetsk, Luhansk, Zaporizhzhia, Kherson, and Sevastopol), and Canada (altogether referred to as“Prohibited Jurisdictions”) .
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."
8.2 Why can't I register, complete KYC verification, or trade if my country/region is not on the restricted list?
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 the User Agreement.
8.3 Does MEXC support KYC verification using NIN 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.
8.4 Can 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 the User Agreement.
8.5 How will assets be handled for accounts from countries or regions where MEXC has discontinued 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 MEXC User Agreement and follow the guidelines for proper sign up 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.
Market Opportunity
The 7 Wanderers Price(7)
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The 7 Wanderers (7) Live Price Chart
This article is provided by MEXC for informational purposes only and does not constitute financial or investment advice. Cryptocurrency markets involve significant risk. Please conduct independent research or consult a qualified professional before making any investment decisions. The views expressed do not necessarily represent those of MEXC or its affiliates.
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