FAQ
FAQ

ABOUT KINETICEX


EWALLET


What is Kineticex eWallet ?

Before you open a trading account and start trading with Kineticex, you need to create your eWallet. The eWallet is the account which provides you with access to your My Kineticex personal area – the main control tool to manage your funds and trading accounts.

How to create a Kineticex eWallet ?

Read More

How do I verify my Kineticex eWallet ?

Read More

How to use eWallet ?

All financial transactions are performed in My Kineticex personal area.

eWallet is used for:

  • Deposits. You can deposit to a trading account or eWallet.

  • Transfers between accounts. You can transfer funds from eWallet to a trading account and back. If account currencies do not match, the amount will be converted to another currency.

  • Exchange of currencies between subpockets. Your Kineticex eWallet is multi-currency. When you open an eWallet, the default subpocket is in USD. Subpockets in other currencies are created automatically once you deposit or convert funds in different currency. You can perform exchange transactions between subpockets on your eWallet using Currency Exchange.

  • Withdrawals. You can not withdraw directly from a trading or Commission account. First, make an internal transfer to eWallet, and then withdraw funds from eWallet.

How can I change my password for eWallet? (I remember my current one)?

To change your password, please take the following steps:

  1. Log in to your Kineticex with your e-mail and Kineticex password.

  2. Select Settings → Change Password in the main menu.

  3. Fill in the form and click Change.

Your eWallet Password will be changed just after you click the Change button.

ACCOUNT AND SECURITY

Tips and issues: how to create, protect and operate a Kineticex account

How to open a Cash account

Read More

How to open a Margin account

Read More

How many accounts can I open ?

A trader can register only one eWallet with Kineticex but can add any number of trading accounts (includng Cash account and Margin account) to it by clicking Add Account in My Kineticex personal area.

How do I change my account registration information ( name, phone number, address)?

Please send a request to support@kineticex.com with a detailed explanation of what needs to be changed. Put down your Kineticex eWallet number and attach the new scans of the same or another ID document. The information will be changed within 24 hours.

How to protect my account?

Blockchain transactions are not reversible. It means that once funds have been sent, there is no way to return them or to determine the receiver.

That is why it is necessary to protect your account from intruders.

Set up strong password

Strong means unique and brute force protected. Please don't use simple words, dates, names etc. as your password. Also it is a good idea to change your password every few weeks.

Enable 2-factor authentication

This is an absolutely vital security feature. In case anyone gets to know your password, he simply wouldn't be able to use it. Read more about how it generally works.

In order to set up 2-factor authentication (2FA) on your Kineticex account, you would need to open the ‘Settings’ page in the upper right corner of the website and switch to the 'Security' tab. Make an acquaintance with the detailed instructions.

Be careful. Follow simple safety rules

Your Devices

Keep it clean and clear – be sure that you know what is installed on your machine. Ideally, have a dedicated computer for trading and do not install any applications that are not relevant to trading.

Getting Linux installed on your trading computer or just having a Mac is a good idea – does not guarantee you 100% safety but significantly reduces risks.

Do not install any plugins, especially those new to the market, they can easily turn out to be password-collecting malware. Avoid saving your passwords in your browser.

Browser extensions from unknown developers can easily turn up to be malwares. They could be used to steal your personal data, intercept your payment details or even to simply replace your own deposit addresses on a web page with hacker’s address.

The same level of security should apply to your phone or tablet or any other device which stores your 2FA code and passwords. Enable fingerprint (if available) and remote erase in case the phone is lost. Do not share your phone with anyone, especially your children. Wipe out all the applications that you do not use, upgrade your iOS or Android to the latest version, and please do not jailbreak your phone if you are not a pro (maybe think twice if you are a pro).

WiFi

You do not jeopardise yourself by simply using Wifi. Unless you do not connect to the network from a country with forcibly installed, state-owned SSL certificates, your data is transferred using the latest generation of SSL. If you still feel concerned about your safety, use VPN.

Passwords

Do NOT use same passwords twice, especially for your email and any other website. The most secure option is a combination of a randomly generated password and a trusted password manager, we recommend KeePass.

Do not tell anybody your password or send it to third parties in any type of message. The only person who needs your password is yourself – a Kineticex Support member will never ask for it.

2FA

We ask you to enable 2FA when you register at Kineticex because your security is our top priority. Please be sure that you enabled it.

Email

We recommend you setting a separate email address for trading. Gmail is a basic reliable option. Do not forget the 2-step verification – so if your mailbox is accessed from an unknown device you’ll get notified.

Using your email

Never open any attachments – especially if it’s any kind of unknown file type or documents/ files you haven’t requested.

Never click any external links sent to you in emails. Or, if you have to, make sure you know why you are clicking – for example, you have just registered and we ask you to confirm the email and enable the 2FA. When receiving this type of email, please check the From line. If it is anything@kineticex (not hlt, not heet etc), it’s most probably a verified sender.

Keep track on your inbox. Once your account is accessed from a new IP, a proper notification is sent to your email. Also major events (like withdrawals) are communicated via email. Mind such notifications, they will help you detect illegitimate activity as fast as possible.

Phishing websites

There are some new sorts of scam but old tricks work pretty well: people click the links that look like something they know which lead them to a website looking like something they know.

The one and only URL for Kineticex is kineticex.com, any other URL is a phishing site. Do not trust lookalikes, do not enter your login and password if you have doubts about the website you just clicked. The best option would be to simply bookmark the legitimate Kineticex page.

And do not hesitate to contact Kineticex Support if you think you received a suspicious message or noticed a suspicious activity. We monitor phishing activities, and your help is much appreciated.

Contacting support

At the moment, Kineticex doesn’t not have phone or voice support. Please do not call any line advertised as Kineticex support and abort any phone conversation with anyone introducing themselves as a Kineticex support team rep.

The only Kineticex contacts are those you see on the website, in the “Contacts” section. If you are in doubt, please contact support before you send an email message or chat to someone on Facebook or Twitter.

Last but not least: Kineticex NEVER asks you to send any money to participate in any contest or lottery. Please be careful, protect yourself with simple yet reliable tools, pay more attention to the actions you take both online and offline, use safe networks.

Made sure that your account is safe? It's time to initiate your first deposit!

I can’t log in to my Kineticex personal area.

When you log in to Kineticex using your login and password (not social profiles), check if you type the correct information in the following fields:

  • Login – your e-mail registered with Kineticex;

  • Password – Kineticex password. (Сase sensitive! Please, keep the lowercase and uppercase letters).

If this data is correct, most likely, you have set an IP filter in Kineticex when you logged in there last time. The IP filter allows to log in only from one and the same IP address. That’s a good security measure if you have a static IP address. But if your IP address is dynamic (or you are not sure about your IP address type), please, DO NOT type your IP address into the IP filter section! To switch off the IP filter, please, e-mail a request to support@kineticex.com.

It is required to enter a code when I try to log in. What is it?

If you have entered the login and password correctly (or clicked on the social profile icon), and the system requires you to enter the code on the 2-Step Verification page, this means that Two-factor authentication was previously enabled on your account. Take the following steps to get access to your Kineticex account:

Step 1. The time on the device running the Google Authenticator (GA) application might be inaccurate. Normally GA relies upon the device time to generate codes. The Android version provides the TimeSync feature for addressing an issue where the device time is significantly inaccurate. Configure the date and time on your device using the TimeSync feature and try to log in to My Kineticex with the generated one-time password once again.

Step 2. You are now sure that the time set on your device is correct. If you saved one-time backup codes when enabling two-factor authentication, enter one of these codes in the Enter the code field and click Verify.

Step 3. If you have not saved one-time backup codes, submit a ticket to Kineticex with the request to disable 2FA for your account. Attach the following documents to the ticket:

  • Photo ID (current valid passport or National identity card, Military ID card, Driving license or other valid ID with a photo);

  • Proof of Address (residence registration, utility bill or bank statement).

We accept documents in the following formats: *.jpg (JPEG), *.gif, *.pdf, *.png. The size of each document must not exceed 20 Mb. To match our requirements of the quality of scans, please choose 300 dpi (dots per inch) resolution.

Your request for disabling two-factor authentication will be processed within 24 hours. The next time you log in to My Kineticex you will not need to enter one-time password. We recommend you to increase the security of your Kineticex account using one of the suggested methods.

How to reset my password?

  1. Click Forgot password? in the login window.

  2. Choose Password in the 'Recovery for' drop-down list.

  3. Enter you e-mail address registered with the Kineticex eWallet.

  4. Type the Anti-spam code and click Submit.

  5. Receive an email with secure link. Please check your Spam & Promotions folder if nothing hits your mailbox.

  6. Click the link, create and confirm a new password. Please make sure Caps Lock is not turned on while you’re creating a new password.

  7. Kineticex will notify you that the password has been changed successfully.

  8. Log in using your e-mail and the new password.

In case you don’t receive the password recovery e-mail, kindly pay attention to this article: I do not receive email confirmation.

I forgot my e-mail and can't log in to My Kineticex. How can I recover it?

To recover your eWallet E-mail (login) please take the following steps:

  1. Click Forgot password? in the login window.

  2. Choose Email from the 'Recovery for' drop-down list.

  3. Indicate any e-mail address you would like the recovery information to be sent to.

  4. Enter your Account Number.

Note: If you do not remember your Kineticex eWallet number (eWallet), you may enter number of any of your trading account attached to your eWallet.

  1. Click Select File/Browse in the National ID field and choose your scan of the relative document on your computer (See document scan requirements).

  2. Click Select File/Browse in the Proof of Address field and choose your scan of the relative document on your computer (See document scan requirements).

  3. Indicate your phone number.

Note: Make sure you indicated your phone number correctly. Probably Kineticex Support Service will need to contact you on the phone to confirm the Recovery process.

  1. Type your comments if necessary.

  2. Enter the Anti-spam code.

  3. Click Submit.

Your Recovery request will be processed within 24 hours.

I forgot my PIN code. How can I recover it?

To recover your eWallet PIN code please follow these steps:

  1. Log in to your My Kineticex.

  2. Select Settings → Recovery in the main menu.

  3. Choose your eWallet from the drop-down list.

  4. Select PIN code in the 'Recovery for' drop-down list.

  5. Click Select Files/Browse in the National ID field and choose your scan of the relative document on your computer (See document scan requirements).

  6. Click Select Files/Browse in the Proof of Address field and choose your scan of the relative document on your computer (See document scan requirements).

  7. Indicate your phone number.

Note: Make sure you indicated your phone number correctly. Probably Kineticex Support Service will need to contact you on the phone to confirm the Recovery process.

  1. Type your comments if necessary.

  2. Click Submit.

  3. Your PIN code recovery request will be processed within 24 hours. After that you will receive an email containing a confirmation link.

  4. Click the link to continue the recovery procedure. You will be redirected to My Kineticex personal area to get your new PIN code.

  5. After that you will receive one more email containing a confirmation link for PIN code activation. Be sure to confirm it to make your new PIN Code valid!

Note: PIN code will be shown only once! Please, keep it in a safe place.

In case your request is rejected you will receive an email with the admin's comment. Create a new recovery request following this comment.

I have lost/reset 2FA device

If you have lost your 2FA device or deleted the Authentication app, you can log in with your backup code. This code was suggested to be written down or printed during 2FA activation.

Once you logged in, you can disable 2FA on your account and enable it again with a new app or device.

Don't have a backup code?

We can disable 2FA for you to help you out of this situation. But this is a risky operation, because your account loses part of its protection. So we need to make sure that we’re doing it upon request of the legitimate account owner. Such verification is a multi-stage process, which requires your cooperation and some time as well.

2FA codes are not working

In case you have access to your device with the authenticator app but 2FA codes from it are not working, please follow instructions below. If you have lost access to your authenticator, please proceed to the following article I have lost/reset 2FA device

What you can do if 2FA codes are not working.

1. Please make sure that date&time settings both on your phone and your computer are the same and precisely correct. Not only the time but time zone as well should be properly set up.

2. Also check time zone settings in your Kineticex account at your Settings page.

3. Pay attention in which authentication app you generate the code: it should be the app which you used to set up 2FA on Kineticex.

In case the problem persists, try to log in with your backup code which should have been saved during 2FA set up.

Then disable your 2FA on the Settings page and enable it with another app.

I do not receive email confirmations

It makes sense to look the missing e-mail up in the “Spam” folder of your mailbox. In Gmail it would be a good idea to check “All mail” and “Promotions” folders. Please make sure that Kineticex addresses (@kineticex.com) are not blacklisted in your email settings.

If you fail to find the e-mail in mentioned folders, please make sure you’re viewing mailbox of the e-mail address associated with your Kineticex account.

No success? Try to add Kineticex address to trusted senders list and then request the confirmation once again.

How to set up a corporate account?

In case you would like to create a corporate account or receive detailed information on this kind of accounts, feel free to contact our Relations team at corporate@kineticex.com.

Please tell in brief about your business and plans on trading on Kineticex exchange.

How to change email address associated with my account?

It is impossible to change your email address because it is your unique identifier. New email = new account.

You can create new account with the desired email and transfer your funds there.

I do not have access to my email

Your email address is your unique identifier on Kineticex. It's not possible to change it.

Sometimes it happens that an email address becomes deactivated, it wouldn't be possible to access it. It means that withdrawing funds from Kineticex account would also be unavailable, because each withdrawal is being confirmed via email.

How to prevent it:

It's important to keep track of your email address on a regular basis. Don't leave it unattended: some email providers could deactivate unused addresses and issue them once again. It's a good idea to use trusted and proven email providers like Gmail, Hotmail, etc.

Also it's vital to pay attention to email security. Since it's the key to your Kineticex account, security measures should be taken. Protect your account with 2FA, change your password on a regular basis.

How to deal with it in case it happens:

Contact your email provider support team. Usually lost email account can be restored.

Someone created an account with my email

Received a welcoming email which you have not requested? No worries.

Somebody has typed your email into the sign-up form, probably by mistake. None of your personal data had been used to create this account.

However, it makes sense to change the password to your email address.

We can delete this account if you wish. You can submit to our supprt team with an Account deactivation request.

What is the difference between the Trader’s password and the Investor’s password?

When you register a trading account, you get 2 passwords:

Trader Password: Used to log in to the trading platform for trading.

Investor Password: Read-only password that doesn't allow you to trade. You will be able to see the state of the account (balance, profit, loss, open positions, the account history, etc.), but you won’t be able to trade or change any settings.

I lost Trader Password, Investor Password or Phone password for my trading account. How can I recover it?

To recover password for a trading account:

  1. Log in to My Kineticex.

  2. Select Settings → Account data recovery in the menu.

  3. In the Recovery for list, select the trading account and the password type (Trader, Investor or Phone password).

  4. Upload the scan of your National ID document (See document scan requirements).

  5. Upload the scan of your Proof of Address document (See document scan requirements).

  6. Type your comment if necessary, and then click Submit.

You recovery request will be processed within 24 hours.

How can I change the Trader password for a Cash account?

You can change the Trader password for a Cash account in the Desktop or Mobile TickTrader Terminal.

To change the password in the Desktop TickTrader Terminal:

  1. In the menu, select File > Edit Account.

  2. Enter your current password and security code, and the click Log in.

  3. Click Change Password.

  4. Enter your new and old password, confirm the new password, and then click Modify.

To change the password in the Mobile TickTrader Terminal:

  1. On the Accounts screen, tap More (Android) or swipe left on the account (iOS), and then tap Edit Account .

  2. Enter your current password and security code, and the click Log in.

  3. Click Change Password.

  4. Enter your new and old password, confirm the new password, and then click Modify.

How can I change my PIN-code?


To get a new PIN take the following steps:

  1. Log in to your Kineticex with your e-mail and Kineticex password.

  2. Select Settings→ Pin Code in the main menu.

  3. Fill in the form and click Change.

Your eWallet PIN code will be changed just after you click the Change button.

DEPOSITS

Instructions and tips about how to initiate and track the status of your deposits

How can I deposit money to the account?

When you register your eWallet, it contains only one default currency pocket which is denominated in USD. You can add additional currency pockets (via) making a deposit. To do this, Your need to select (a) an add funds option, the deposit currency (that you have not used before), the correspondent currency pocket and (b) to fill the deposit form following the provided instructions on the Website. After your deposit request is processed successfully, the funds will be transferred to Your eWallet. The new currency pocket will be added to Your eWallet and saved.

All available payment methods are listed in the Add Funds section of your My Kineticex personal area.

Do you support fiat deposits?

Currently fiat currencies (US dollars, euros, British pounds etc.) are not supported on the exchange as trading instruments. And there is no way to associate your Kineticex account with your bank account.

However, you can buy Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC) and send the purchased coins to your BTC/ETH/LTC deposit address on Kineticex.

Deposits via Kineticex eWallet

You can make a deposit to eWallet in different currencies.

To make a deposit:

  1. Log in to My Kineticex personal area.

  2. In the Add Funds menu, select a payment option.

  3. Fill in the deposit form and click Add Funds (Next).

Security of your funds

We take our traders' accounts security very seriously. We use cold storage to keep our traders' funds safe. Moreover, we provide our users with the best instruments which help maintain security on the highest level.

To stay completely secure, we strongly encourage our users to enable 2-step authentication. 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.

Recovery of mistakenly sent deposits

Blockchain transactions are not reversible.

In case you have accidentally sent deposit to a wrong address, it means that nobody has the keys to that address, your coins are most certainly lost forever. Before initiating a transaction, please make sure that the destination address contains no typos and mistakes.

However, if you accidentally deposit one currency to another’s address on Kineticex, we are most likely able to help you. For example, sending BTC to USDT address - this kind of mistakes are reversible.

Some transactions can not be recovered. Contact our Support Team to find out possibility of your deposit recovery. We will do our best to help you.

Where is my deposit?

Deposit time varies from coin to coin and depends mostly on the network performance. Once the transaction has been sent, it’s not possible to speed it up.

In case your deposit is not reflected on your account, please check out below all possible reasons for that.

Should you fail to find your case, please submit a ticket by filling out the form at the end of this article.

Check if the transaction is confirmed in blockchain

Locate your transaction by inserting your hash on the corresponding blockchain explorer website and check the status.

If it was not confirmed by miners yet, allow more time for confirmation or contact sending party support team for assistance.

Make sure that you’ve been using correct address

For each and every currency on Kineticex there’s a separate address. For example, it’s not possible to send BTC to USDT address. In case you’ve encountered this kind of issue, please refer to our policy on recovery of mistakenly sent deposits.

I have deposited a coin which is not integrated into Kineticex

Unfortunately, we are not able to retrieve and refund coins which are not integrated into the exchange.

There are no wallets and software for those currencies, so it is impossible to operate the coins.

However, once the coin gets integrated to Kineticex, we will be able to recover your funds. Please check out our new integrations regularly.

When you see the coin is integrated, feel free to submit this request to our support team. Please, be aware of our recovery of mistakenly sent deposits policy.

TRANSFER


How can I transfer money to my trading accounts?


You can transfer funds from your eWallet to one of your trading accounts. Use Transfer → Internal Transfer form in My Kineticex personal area.

The operation will only take a few minutes. There is no need for transaction approval from financial department of the company.

Learn more about how to transfer funds to trading accounts.

Can I transfer money between my trading accounts?

Yes, you can. The money will be transferred within 24 hours. No fee for Internal transfers.

Learn more about transferring funds between trading accounts.

Can I transfer funds to another Trader’s eWallet?

Yes, you can transfer funds from your Kineticex eWallet to another Trader’s eWallet using External transfer.

  1. Log in to your My Kineticex.

  2. Choose TransferExternal Transfer in the main menu of My Kineticex.

  3. Indicate the eWallet of the Kineticex account you want to transfer funds to and click Next.

Note: If you do not know the eWallet number you want to transfer funds to you may indicate registration number of any trading account attached to this eWallet or email. The system will identify the eWallet number automatically and the funds will be transferred to this eWallet.

  1. Fill in the form:

  • Choose your Kineticex eWallet and the currency.

  • Indicate the amount you want to transfer.

  • Enter your eWallet PIN code.

  • Click Confirm to process the transaction or Cancel to cancel it.

After you click Confirm your transfer request will be put into queue and processed by the financial department within 24 hours. If no problems found the amount will be sent to the account you indicated.

The current status of your payment request can be easily checked. Click Kineticex eWallet on the left of My Kineticex area. You will see all the transactions (credit/ debit) you've made on this account. The payment may have one of the following statuses:

  • Pending - your request is in progress;

  • Succeed - your request is successfully completed;

  • Rejected - your request was rejected by the operator. Click Details to find out the reason for the rejection of the request

How to transfer funds from a trading account to Kineticex eWallet?

Currently, funds withdrawals are possible via Kineticex eWallet. Thuswise to withdraw funds from your trading accounts you need first to transfer them to your eWallet.

To transfer funds from your trading account to the eWallet take the following steps:

  1. Log in to My Kineticex.

  2. Choose Transfer → Internal Transfer.

  3. Fill in the form:

  • Choose the trading account you want to withdraw funds from and the currency.

  • Indicate the amount you want to transfer.

  • Choose your eWallet in the To section on the right and indicate the currency.

  • Enter your eWallet PIN code.

  • Click Submit.

  1. After you click Submit the requested funds will be immediately transferred to your Kineticex eWallet.

The current status of your payment request can be easily checked. Click Kineticex account number you used for the transfer on the left of My Kineticex area. You will see all the transactions (credit/ debit) you've made on this account. The payment may have one of the following statuses:

  • Pending – your request is in progress;

  • Succeed – your request is successfully completed;

  • Rejected – your request was rejected by the operator. Click Details to find out the reason for rejection of the request.

To avoid the rejections, keep sufficient funds in the account (if there are any open positions in the account, the withdrawal amount can not exceed your Free Margin / Free Assets value).

Funds transfer between a trader's trading accounts is processed instantly. A 'success message' is sent to your e-mail just after the internal transfer.

* Be aware that in some cases your transfer request may be directed to our Finance Department for manual approval and may take up to several hours.

Can I transfer funds from my eWallet to many other eWallets at the same time ?

Yes. The Mass External Transfer feature allows you to make multiple payments to the accounts of other traders.

"An error occurred"

If you see red error message "An error occurred" when trying to deposit/transfer/withdraw funds, most likely the web browser you're using is not compatible with our system.

Open your Kineticex account in Google Chrome and try once again.

Already on Chrome? Try to clear up browser cache, it helps in most cases.

VPN turning off might work as well.

TRADING

This section is all about trading. Manage your orders by following given advices.

What is the minimum/maximum amount?

Kineticex doesn’t have amount restrictions. However, there are some nuances.

If an amount is too low, make sure that it will cover all the network fees a blockchain takes. It means that the amount you are going to send and the amount you are going to get should be enough to cover input and output network fees taken by a blockchain.

If your funds to be exchanged are insufficient, you will see a message.

Please stick with this recommendations. Otherwise, there is a high risk that your money will be lost.

Market orders

Market order: buy or sell a given instrument at the market price.

The price for this type of orders is defined as the best price available for the market at the moment the order is being placed.

Since the price changes in real-time, the total and fee are provided as estimates rather than exact values.

Stop order: execute a trade at a specified price (stop price).

Trader may specify the desirable stop price for this order. When the stop price is reached, a stop order becomes a market order.

Stop order doesn't require reserved funds and will not appear in the order book before it's activated.

To make an exchange transaction:

  1. On the Market tab, enter the order volume in the Amount field (in the Simple trading panel mode). Hover over the field to see order parameters: minimum and maximum trade amount, trade amount step, maximum slippage value, and market order fee.

You can see the available balance of each asset. If there are not enough assets for the specified order volume, these fields are highlighted in red.

  1. Click Sell or Buy to sell or buy the asset at the best available price.

Limit orders

Limit order: execute a trade at a specified price or better (limit price).

A limit order to buy would be at the limit price or lower, and a limit order to sell would be at the limit price or higher.

Limit orders are used by traders who have decided on the price at which they are willing to trade.

As soon as you create an order of this type, a specified amount of funds is being reserved on your account. You can see it on your account in the "On orders" column.

Limit orders appear on the order book.

Stop limit order: create a limit order at a specific price (stop price)

When the stop price is reached, a stop-limit order becomes a limit order. So you're specifying two prices: stop price, reaching thereof triggers creation of a limit order, and a limit price for that limit order.

This type of order doesn't require reserved funds and will not appear in the order book before it's activated.

To place a Limit order in the Simple trading panel mode:

  1. On the Limit tab, enter the order volume in the Amount field. Hover over the field to see order parameters: minimum and maximum trade amount, trade amount step, maker fee, and taker fee.

  2. In the Price field, enter the price at which you want the order to be activated. You can set the price by clicking the price level in the Market Depth.

You can see the locked volume and available balance of each asset. If there are not enough assets for the specified order volume, the Available Balance fields are highlighted in red.

  1. Click Sell or Buy to place a Sell/Buy Limit order. The order will be added to the Market Depth.

To place a Limit order from the Market Depth in the Simple trading panel mode:

  1. Buy Limit: Double-click the Bid price level.

  2. Sell Limit: Double-click the Ask price level.

Advanced trading panel mode

To place a pending order in the Advanced trading panel mode:

  1. Select the order side: Buy or Sell.

  2. Enter the price at which you want the order to be activated (Requested price). You can set the price by clicking the price level in the Market Depth.

  3. Click Limit to place a Limit order.

Click Stop to place a Stop order.

To delete all or only Limit/Stop orders for the active symbol, click Delete all or Delete limits/stops.

To place a pending order from the Market Depth in the Advanced trading panel mode:

  • Buy Stop: Select the Buy order side, and then double-click the Ask price level.

  • Sell Stop: Select the Sell order side, and then double-click the Bid price level.

  • Buy Limit: Select the Buy order side, and then double-click the Bid price level.

  • Sell Limit: Select the Sell order side, and then double-click the Ask price level.

Note: If the Show orders on chart option is enabled in User Profile > Common Settings, the lines of pending orders are displayed on the chart.

What are the exchange fees on Cash accounts?

Commission charged on Cash accounts depends on the trade volume and equity in the equivalent of USD. Trade volume is the volume of executed orders over the last 30 days.

Taker fee is charged for market, Stop, IOC Limit, and Limit orders with hidden volume.

Maker fee is charged for Limit orders (except IOC Limit and Limit with hidden volume).

0.2% Taker / 0.2% Maker. All KRC holdings will be subject to a 50% free

Can I deposit multiple currencies to a Cash account?

Yes, you can. Assets deposited to a Cash account are kept on the same-name Cash account subaccounts.

If a crypto or fiat currency has not been previously used in balance or exchange operations on the Cash account, a new subaccount denominated in the respective currency will be created automatically.

Subaccounts allow to maintain a separate record of each asset. The current state of assets stored on the respective subaccounts of a Cash account is displayed on the Assets page of the terminal. Each subaccount balance is also shown on the left of My Kineticex area.

Is API trading available on Cash accounts?

Yes. Kineticex API allows you to carry out trade operations, including exchange transactions, order modification or cancellation, securely connect to TickTrader Server in order to get feed information (currencies, symbols), subscribe to real-time feed ticks, fully automate your trading strategy and perform other actions to boost profits. Kineticex Service provides the following APIs:

  • Web REST API

  • Socket feed API

  • Socket Trade API

  • FIX API

Can I trade on weekends?

Yes, you can. Kineticex Exchange Service is available 24/7. If you can't place an order, please take a screenshot of the error and send it to support@kineticex.com stating your account number. You will receive a reply within the 24-48 hour time frame. Note: Requests made on weekends are processed on Monday.

Why is some coin offline?

Kineticex exchange consists of many parts, which are carefully designed and engineered to work seamlessly together. The matching engine, exchange interface, API - all these components are always online and we are in control of them.

But we are not in control of the coins software. We do not develop wallet software, we use this software.

And we're not talking about a regular wallet for single-person use. Our traders require a robust wallet which is capable to perform dozens of operations per second, stay secure and online at all times. Until a wallet meets the highest requirements, it can't be let to operate with our traders' funds.

Wallet maintenance is a major part of our work. Kineticex holds the record for the amount of coins available for trading. Behind every coin there is a team developing coin software, making changes, updates, facing issues.. We are constantly in touch with our partners, providing mutual assistance. We also can (and often do) make our own changes in the wallet software to adapt it to our traders' needs. In most cases you won't even notice that a certain was down for maintenance - we do it fast.

Still, in very rare occasions it takes a significant time to safely launch the wallet.

Reliability and safety of our traders' funds are our top priorities. Remember that your coins are safe with us, we're taking every measure to keep it this way. Even if it requires for a wallet to be offline for longer than usual.

"Insufficient funds"

Seems that you are holding enough currency to perform a particular trade, but your order is being rejected. There are two possible reasons for this:

You haven't transferred necessary amount of funds to your trading account. Please check your balance on the Account page. In case your trading balance equals zero, it wouldn't be possible to trade, even if your main balance isn't empty. Kindly initiate a transfer from main account to trading account by hitting the arrow in the "Transfer" section.

No funds would be left to pay the trading fee. Imagine you're holding 1 ETH and you're trying to buy certain tokens with that whole amount. It means that you'd need to pay 1 ETH + trading fee (0.01 ETH), which is more than you're holding at the moment. Try to specify the less amount of ETH to be spent.

Can't specify necessary amount

Lot is the minimal amount of currency available for buying or selling. Without such standardisation, valuing and trading options would be needlessly cumbersome and time consuming.

For each market there's an established lot amount on Kineticex. For example, the BTC lot amount equals to 0.01 BTC.

The most common issue is when you have a certain amount of assets which doesn't exceed the lot amount. This amount couldn't be sold. There are two options to handle it:

You can withdraw these assets or just store them on your account.

You can buy some more coins of this currency specifying the exact needed price.

WITHDRAWALS

All information about withdrawing funds from Kineticex could be accessed here.

How can I withdraw my money?

All available payment options are indicated in the Withdraw Funds section of your My Kineticex personal area.

Note: At the moment you can withdraw funds from your eWallet only.

If you need to withdraw funds from your trading account, please proceed Internal transfer first.

Then click Withdraw Fund choose the currency you want to withdraw. Fill the form:

  • Choose your Kineticex eWallet and the currency.

  • Indicate the amount you want to transfer.

  • Choose the trading account you want to withdraw funds from and the currency

  • Enter your eWallet PIN code.

  • Click Verify.

After you click Verify your withdrawal request will be put into queue and processed by the financial department within 24 hours. If no problems found the amount will be sent to the address you indicated.

The current status of your payment request can be easily checked. Click Kineticex eWallet on the left of My Kineticex area. You will see all the transactions (credit/ debit) you've made on this account. The payment may have one of the following statuses:

Pending - your request is in progress;

Succeed - your request is successfully completed;

Rejected - your request was rejected by the operator. Click Details to find out the reason for the rejection of the request

I have made a withdrawal, but did not get money into my account. What is the problem?


Please check your withdrawal status in My Kineticex personal area. Select the account to view its 'History' log:

  • Succeed – your withdrawal request has been checked by the Finance department and the money has been sent to you. If the withdrawal was made by wire transfer wait several days until the payment comes from our bank to yours.

  • Pending – Kineticex Finance Department have not checked your request yet. It can take from 24 to 48 hours.

  • Rejected – the funds withdrawal request is rejected. The reason is specified in Details/Comment. The most common reasons are: the use of different payment systems for the deposit and withdrawal from the account or insufficient funds in the account.

I have made a request for withdrawal but did not get the confirmation e-mail. What do I do?

Please, do the following:

  • Check your junk folder.

  • Make sure you remember what e-mail address has been used for your account registration. You can check that in My Kineticex personal area, menu Settings → Profile.

  • If you think your email service blocks emails from Kineticex, please, send a request for changing your email to support@kineticex.com, include your account number, new e-mail and attach a scan of your passport or other ID. Once the e-mail address will be changed (the new address appears in the Kineticex personal area, menu Settings → Profile, make a new request for withdrawal. Withdrawal Confirmation Letter will be sent to your new e-mail address.

  • In the Settings → Profile menu of My Kineticex personal area an e-mail address is never displayed. This is a technical problem. Please, report it to support@Kineticex.com. Our technical department will fix the problem, and when the e-mail address will appear in the Kineticex personal area menu Settings → Profile make a new request for withdrawal of funds.

How often can I withdraw money from my account?

As often as you wish. We do not have any restriction for the number of withdrawal requests.

I used several electronic payment systems to fund my account and made profit/ took losses. How can I withdraw?

If you used several options to deposit and made profit or took losses, you can withdraw funds using any available payment options, except this: You are not allowed to withdraw in the form of refund thus withdrawing back profit/gains on the same card you used for deposit will not be allowed.

Funds deposited via a wire transfer or local deposit must be withdrawn back to the bank account.

I funded my account using one payment option, then lost the deposit completely, re-deposited from another payment option and made profit. How can I withdraw?

In this case you can use any available payment options, except this: You are not allowed to withdraw in the form of refund thus withdrawing back profit/gains on the same card you used for deposit will not be allowed

Can I cancel a request for withdrawal?

Yes, as long as the status of your request is Pending or Pending Confirmed you can cancel this request. Click on your eWallet number on the left of your My Kineticex personal area tab and select a necessary account. Find the request you’d like to cancel in the list and click Cancel on the right.

Confirmation of withdrawals

Withdrawals from eWallet are confirmed in 2 steps:

PIN code. You fill in the withdrawal form and confirm the action with your PIN code.

Security code. You'll be prompted to confirm the withdrawal with a security code.

Preferred withdrawal confirmation method.

If you activated multiple security identities, you can select your preferred withdrawal confirmation method.

1. In Settings → Account Security, under Withdraw, turn on your preferred security identity.

2. Confirm the action with a security code depending on your selected identity.

  • SMS: Enter the code sent to your phone.

  • Google Authenticator: Enter the one-time code generated in the Google Authenticator app.

  • Email: Enter the code sent to your email.

  • Backup Code: Enter the backup code you previously generated in My Kineticex.

Note: If you set multiple security identities as preferred, you'll be able to choose the verification method every time you withdraw funds.

"Withdrawals have been disabled on your account"

Withdrawals might be locked on your account for security reasons. To unlock them, submit a request to our support team.

"Withdrawals on your account have been suspended"

Trying to withdraw your funds and receive this error? There are two possible reasons.

Password reset. In case someone gains the access to your email account, he will be able to reset your Kineticex password and get the access to it as well.

For security reasons, once password recovery is initiated and successfully confirmed, withdrawals on the account are being kept on hold for the next 72 hours.

In case you haven't requested password recovery, please contact our support team as soon as possible by submitting a request.

Where is my withdrawal?

First off, take a look at the status of your withdrawal on Kineticex. There are three options you can see:

(Pending)

- Please allow some time for the withdrawal to be processed and a transaction hash to be formed. If it takes longer than a couple of minutes.

(Success)

- Your withdrawal has been commited and sent to the blockchain. You will receive your coins shortly.

(Rejected)

- Your withdrawal has failed due to one of two main reasons: either the payment data is incorrect or the network has been overloaded;

- You have cancelled this withdrawal.

The funds have been returned to your account and you are free to try to withdraw them once again. Should the problem persist, please fill out the form: I haven't received my withdrawal.

What if your funds have not reached the destination account? Check the status of transaction on blockchain explorer. You can follow the link by clicking the transaction hash you see on your Payment History page.

"Success" status with no errors in blockchain means that the transaction has commited and the funds should be reflected on the wallet where you sent them. In case they are not, it would be a great idea to contact the Receiving party support team on this matter.

"Insufficient funds"

This error might be a result of the following:

Amount you are trying to withdraw is larger than the amount available on your balance.

Your funds are being held on the trading account. You need to transfer them to the main account to be able to withdraw.s

"This address doesn’t look like..."

This address doesn’t look like [coinname] one. Please check carefully and fill in the relevant address

This error pops up when you are trying to withdraw your funds to an address of another currency or an unsupported wallet.

Each currency has its own wallets and blockchain.

Important: it is strongly recommended to double check the address you are using to withdraw your funds. We are not always able to detect a wrong address.

Please note that should you send your funds to a wrong address, we would not be able to reverse the transaction so your funds might be lost forever.

PARTNERSHIP

Integration and desintegration of coins, upcoming forks and Kineticex community

What is commission account ?

Multi-currency Commission account is intended for crediting partner remuneration. The balance of your Commission account is displayed on the left of My Kineticex personal area.

What is the difference between the Сommission account and eWallet?

eWallet is your main account with Kineticex. When you sign up for an account with Kineticex, you automatically get an eWallet number. It is a tool for managing your funds in My Kineticex area: deposits, withdrawals and transfers are performed via eWallet.

The Commission account is intended solely for crediting partner commission. Commission account number is automatically displayed in My Kineticex area only if you received any partner remuneration in the referral program. You can not make a deposit or transfer funds to this account.

Note: Withdrawal of funds can only be made via eWallet.

You can not withdraw funds directly from the Commission account.

The Commission account is multi-currency. This means that partner commission is credited in the currency of the referral's account without additional conversion.

How do I transfer funds from my Commission account to eWallet?

To withdraw funds from your Commission account, you need to make an internal transfer to eWallet first. Then you can withdraw funds from eWallet using any of the available payment systems.

To make an internal transfer:

  1. Select Transfer → Internal Transfer in My Kineticex.

  2. Fill in the form:

  • Under From, select the Commission account.

  • Select the currency.

  • Indicate the amount you want to transfer.

  • Under To, select eWallet.

  • Select the currency in which the funds will be credited.

  • Enter PIN code for eWallet, and then click Submit.

  1. The funds will be instantly transferred to eWallet.

You can check the current transaction status by clicking the eWallet number on the left of My Kineticex. The operation status can be one of the following:

  • Pending: The request is in progress.

  • Succeed: The request is successfully completed.

  • Rejected: The request was rejected. Click Details to see why the request was rejected.

I don't receive commissions for my referrals

In case you've encountered an issue with correct displaying of your affiliate earnings, please follow these tips:

It makes sense to check if you're viewing affiliate section of an account, where you had your referral link generated. It would be also a good idea to compare the links on this section with ones that are being promoted.

Affiliate earnings are being credited to your account based on the turnover of your affiliates, so you need to make sure that they perform trading operations.

PAMM

Coming soon

How PAMM account work ?


PAMM for followers


PAMM for Masters


How do I verify my eWallet? Having registered an eWallet with Kineticex, you will need to pass the Verification procedure to complete the eWallet registration process. Verification is needed to confirm an eWallet holder’s identity in order to gain access to the funds withdrawal and deposits via some payment systems. To verify your eWallet, please follow these steps: 1. Log in to your My Kineticex personal area. 2. In the menu choose Settings → Verification. 3. Choose eWallet type depending on the type of owner:

Personal Account: You intend to operate the account as an individual. Joint Account: The account will be operated by the Primary and Secondary account holders. Both of them will have equal access to the account. Corporate Account: You intend to operate the account on behalf of a company and fund it from a corporate bank account. You will be asked to specify the Company's director details and provide additional documents during verification. 4. Add your Country of residence, then click Next.

5. Fill in the registration form.

Note: If you have chosen Joint or Corporate account type, you must provide information about the Secondary applicant for a Joint account or information about your Company for a Corporate account. Choose the document type and click Select files. Upload files that contain the scans of the needed documents depending on the type of eWallet: Personal Account: Photo ID (current valid passport or National identity card, Military ID card, Driving license or other valid ID with a photo) and Proof of Address (residence registration, utility bill or bank statement). Joint Account: Photo ID and Proof of Address of both Applicants. Corporate Account: Photo ID, Proof of Address, Certificate of Good standing or Certificate of Incumbency, Articles of Incorporation or a document of similar power, Memorandum of Association, Power of Attorney. Note: We accept personal IDs that will be valid through at least 3 months from the date you upload it. Kineticex has the right to require additional documents for verification procedure with or without further explanation to the client. Documents in the following formats are accepted: *.jpg (JPEG), *.gif, *.pdf, *.png. The size of each document must not exceed 20 Mb. To match our requirements of the quality of scans, please choose 300 dpi (dots per inch) resolution. 6. Click Submit. Only verified eWallet owners are able to request withdrawals or transfer funds to other Kineticex accounts. When your account is verified, it will be assigned a verification grade. Account verification normally takes up to 48 hours on business days. Important: The time required to review your documents and verify your eWallet may increase if you have to re-submit your documents (because the documents were rejected by Kineticex or Kineticex asked you to submit additional documents). Learn more about verification grades Verification of eWallet is required to confirm eWallet holder's identity. Verification grade Verification procedure Grade 0 Unverified account Grade 1 Phone verification via SMS or operator call Grade 2 Grade 1 + Photo ID verification Phone verification via SMS or operator call Photo ID verification1: ID and proof of address uploaded in My Kineticex or via 3rd party API service Grade 3 Grade 2 + Video verification Phone verification via SMS or operator call Photo ID verification1: ID and proof of address uploaded in My Kineticex or via 3rd party API service Video verification via 3rd party API service Grade 4 Grade 3 + Certified documents by mail or personal verification Phone verification via SMS or operator call Photo ID verification1: ID and proof of address uploaded in My Kineticex or via 3rd party API service Video verification via 3rd party API service Certified documents by mail to one of the offices or personal identification Photo ID: current valid passport or National identity card, Military ID card, Driving license or other valid ID with a photo. Must be valid through at least 3 months from the date you upload it. Proof of Address: residence registration, utility bill or bank statement. Must be not older than 3 months. File formats: *.jpg (JPEG), *.gif, *.pdf, *.png. File size must not exceed 20 Mb. Resolution: 300 dpi (dots per inch).

HOW TO CREATE KINETICEX EWALLET ? Before you open a trading account and start trading with Kineticex, you need to create your eWallet. The eWallet is the account which provides you with access to your My Kineticex personal area – the main control tool to manage your funds and trading accounts. 1. To open an eWallet take the following steps: a. Click Register on the Kineticex site. b. Filling in the form. “Email” and “Anti-spam code” are mandatory fields. Please enter your valid email address to the 'Email' field. Your email is your unique identifier on Kineticex. Once it’s used to create an account, it wouldn’t be possible to change it. 2. The next step is password generation. You can enter your own eWallet password or use the one generated automatically. Please note that your password must be strong, consist of more than 8 characters with uppercase, lowercase and numeric characters. 3. Click Register. You will receive an email notification that your eWallet has been successfully registered. You will see your xBTCe eWallet information in your email. Note: Please record the PIN code in a safe place. It will be shown ONLY ONCE! The PIN code is required to confirm funds withdrawal/external transfers from your xBTCe eWallet and to perform secure actions. Use your email address and password or linked social accounts to access your xBTCe eWallet via My xBTCe area. 4. Your new account needs to get activated (this is necessary to confirm that the e-mail address you have provided really belongs to you). Please check your email - there’s the message from us. This message is sent immediately after registration, so if you do not receive it within 2-5 minutes, please check the spam folder - it can be there. Inside this letter you will find a link to activate your account. Just proceed to it by clicking on the link or copy it to the address bar of your browser. After that you will be taken to the Kineticex trading terminal. Your account is now active. Completing your eWallet registration ! Pass the verification procedure to complete the eWallet registration process.

HOW TO OPEN A CASH ACCOUNT ? To open a Cash account: 1. Select Add Account → Cash Account in My Kineticex. 2. Accept the terms of the agreement by selecting I agree, and then click Next. 3. If this is your first Cash account, enter the phone password. It will be valid for all your Cash accounts. Phone password is any word or combination of words that is easy for you to remember. If an Kineticex staff member gives you a phone call, we will ask you for your name, address and phone password to verify your identity. 4. Your account details, including login, password and Web API details, will be displayed on the screen and sent to your email. Use them to trade through terminals or API.

HOW TO OPEN A MARGIN ACCOUNT ? To open a Margin account: 1. Select Add Account → Margin Account in My Kineticex. 2. Accept the terms of the agreement by selecting I agree, and then click Next. 3. Choose a leverage you want to trade. Then click Register. 4. Your account details, including login, password, leverage, currency and Web API details, will be displayed on the screen and sent to your email. Use them to trade through terminals or API.

How to transfer funds between trading accounts? You may transfer funds from one trading account of yours to another one attached to the same eWallet. To make a transfer from one trading account to another follow these steps: 1. Log in to your My Kineticex. 2. Choose Transfer → Internal Transfer in the main menu of My Kineticex. 3. Fill in the form: Choose the trading account you want to transfer funds from and the currency. Indicate the amount you want to transfer. Choose the trading account you want to transfer the funds to and its currency. Enter your eWallet PIN code. 4. Click Submit. 5. After you click Submit, the requested funds will be immediately transferred to your trading account. The current status of your payment request can be easily checked. Click Kineticex account number you used for the transfer on the left of My Kineticex area. You will see all the transactions (credit/ debit) you've made on this account. The payment may have one of the following statuses: Pending – your request is in progress; Succeed – your request is successfully completed; Rejected – your request was rejected by the operator. Click Details to find out the reason for rejection of the request. To avoid the rejections, keep sufficient funds in the account (if there are any open positions in the account, the withdrawal amount can not exceed your Free Margin/Free Assets value). Funds transfer between a trader's trading accounts is processed instantly. A 'success message' is sent to your e-mail just after the internal transfer. * Be aware that in some cases your transfer request may be directed to our Finance Department for manual approval and may take up to several hours.

How to transfer funds from eWallet to a trading account? To transfer funds from your eWallet to one of your trading accounts please follow these steps: 1. Log in to My Kineticex. 2. Click Transfer → Internal Transfer. 3. Fill in the form: Choose your eWallet in the 'From' field. Choose the eWallet currency. Indicate the amount you want to transfer. Choose the trading account you want to transfer the funds to. Indicate the currency in which the transfer amount will be deposited. Enter your eWallet PIN code. 4. Click Submit. * If the eWallet currency you've chosen differs from the trading account currency, the transfer amount will be converted using Kineticex exchange rate. Your trading account will be loaded just after you click Submit. No need for transaction approval from Financial department of the company. Funds transfer from Kineticex eWallet to a trading account is processed instantly. A 'success message' is sent to your e-mail just after the internal transfer. * Be aware that in some cases your transfer request may be directed to our Finance Department for manual approval and may take up to several hours.