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FAQ
Authentication and Security
A.

① Please check your ID and password again.
② In the process of inputting or copying and pasting ID and password, errors often occur because a space (space bar) is inserted at the beginning or the end.

A.

① Check the mailbox capacity.
② Check your spam mailbox or block list.
③ Check if the mail account has been changed to a dormant account.
- If an e-mail is sent to the dormant account, the e-mail cannot be sent until the dormant account is released.
- After canceling the dormancy, please contact the exchange.

A.

① The message of “I am not a robot” occurs when ip changes occur, frequent login failures, frequent logins/outs, and random occurrences.
② Prepare for hacking and it is one of the processes to check whether the user is a normal user, so you should check it every time it appears.
③ You must match the picture that appears in the pop-up window to pass.

A.

Initialize OTP registration.
Documents can be sent by e-mail to initialize OTP registration. ([email protected])
1. ID (resident registration card, driver's license / please cover the last 7 digits of the resident number with a memo) + attach a memo (request date / ID / insert the phrase 'Request OTP authentication initialization')
2. ID + personal photo with memo attached (non-face-to-face real name verification)
3. A photo of the passbook cover of the registered account (the passbook cover of the person registered in Fobble Gate / account number and photo of the main screen of the card for accounts without physical media)
4. A photo of yourself with a passbook cover
5. Telecommunication company use contract certificate photo (screen capture image not available)
You may need to take a picture again if you can see your face and notes, etc.

A.

1. Mail login > Click "Password" at the bottom of the login window > Email authentication > Change password
For the security of your information, we recommend that you change your password periodically.

A.

1. Search for “OTP” in the Android Play Store or iPhone App Store, then download and install the app.
2. Run the app, click Add Account, select a barcode, scan the QR code, and enter the 6-digit verification code.
3. OTP is included in exchange service such as login and deposit/withdrawal.
-If you cannot log in by deleting the app, or if the mobile phone installed with the app is damaged or lost, you must re-register after initializing OTP authentication.
- If the OTP authentication does not work properly, please check whether the time and date settings of the mobile phone are set automatically.

Register and Close Account
A.

① Try clearing your phone's cache.
② Turn the power of the mobile phone off and on again.
③ Check if it is the same in another PC or other smartphone environment
④ If you still cannot log in, change all browser settings to default settings or try installing a new one.
⑤ If you are logged in or not, if you are unable to log in, it is a problem with the user environment settings, so please change all settings of the browser that cannot log in to the default settings or install a new one before using it.

A.

① ID search is possible only for members who have verified KYC.
② Members who have verified KYC, take a photo to show their face and ID in the same way as when applying for certification and send it to the exchange customer center and we will notify you of the ID.

A.

To cancel membership, first send an email to [email protected] After you email us, the unsubscribe process will begin.
* Notes before withdrawal
- When you apply for withdrawal, you will go through an identity verification process to protect your assets safely, and if you have more than the minimum withdrawal amount remaining, the withdrawal will not proceed normally, so please withdraw all the balance you have in the exchange before applying for withdrawal.
- After agreeing to asset reduction, the normal withdrawal period is up to 14 days.
- Withdrawal ID and mobile phone number cannot be re-registered after withdrawal.

Use of Service
A.

It is currently blocked because you continuously entered the wrong security password. Please contact customer service to start the process to unblock. Access was blocked due to incorrect password 5 times.

A.

There is a difference in the minimum transaction amount for each coin.

A.

Basically, 24-hour trading and order acceptance are available.
There are restrictions on use for emergency inspections or updates due to exceptional server expansion and server errors, and we will notify you through advance notice.

A.

Basically, it can be used abroad.

Depending on the internet connection environment of each country, you may feel inconvenience in using the service.

A.

The daily fluctuation rate is reset based on 24 hours.

A.

It is reset every day at 00:00 Hong Kong time, and the trading volume is displayed until 23:59:59 of the day.

A.

First of all, please check if there are any unconcluded details or withdrawals in progress.

If the problem occurs even though there is no record, please contact the customer center.

Personal Information
A.

① Click the login button in the upper right corner of the exchange site, click Forgot Password, and then try connecting again using the temporary password and password reset link sent to you by email.
② After clicking the blue reset link, copy and paste the temporary password and change it to a new password.
③ Log in with a new password, not a temporary password.
④ When creating a password, please create a new password, not the previously used password.

A.

Login > Click "Password" at the bottom of the login window > Email verification > Change password.
For the security of your information, we recommend that you change your password periodically.

Deposit and Withdrawal
A.

There may be restrictions on withdrawal if the account is suspected of preventing financial accidents and fraudulent transactions.

A.

Deposit fees for all coins are free.
Withdrawal fee is charged in a fixed amount per transaction and is different for each coin.
Please refer to the table for deposit and withdrawal fees.

A.

Coins used for unconcluded transactions and coins for which withdrawal verification email has not been confirmed are not included in ‘Withdrawal possible’, so please check.

A.

In the case of a coin, it is not a transaction between exchanges, but a transaction through the approval of the network block chain of the coin. Each exchange only serves to provide a wallet service so that the corresponding coins can be sent and received safely. The number of confirmations that require approval for each coin is different, and the circumstances of the network and the processing of the corresponding coin may differ.

A.

Coin withdrawals can be requested for 24 hours. Approval may take some time due to our internal business process. We are doing our best to improve the system to shorten the withdrawal approval time. Coins that have been approved for withdrawal may take several hours to several days depending on the block generation processing time. If it does not work, please contact the customer center.
If a coin that has been withdrawn for a long time has not been processed, most of it is caused by incorrect address entry, so please check the deposit and withdrawal address of the coin again.

A.

① Log in to the exchange site → Deposit and withdraw → Click the withdrawal button of the coin you want to send → Copy and paste the coin wallet address of another exchange → Check withdrawal → Enter withdrawal amount → Check agreement → Click button to request withdrawal

② You can withdraw to other exchanges in the same way as above.

③ However, there may be coins that cannot be withdrawn due to the operating circumstances of exchanges and coin companies.

A.

In the case of the first withdrawal, 72 hours after receiving the deposit to prevent various crimes and financial fraud can be withdrawn.

A.

Withdrawal is possible after depositing coins with a fee that occurs due to the minimum amount that occurs in external withdrawals.