Bitcoin Forum

Have been helping my wife get on CEX.IO which seems an easy-to-use and very credible exchange handling fiat, BTC and ETH.  But after submitting all the necessary documents and adding a credit card as the deposit mechanism, it just says 'not verified'.  She got an email acknowledging her application, and updates for every login, but not a positive or negative reply to the verification process.

It has been weeks since she applied. Is this normal?

Yes verification can take few weeks and this is normal. If you have submitted every required documents than your wife might get her account verified there.

To fasten the verification process you can submit a support ticket.

Thanks for affirming that this is not too unusual.  Yes, I submitted a support ticket.

So you already have account with them. Did you use same ip address for both account? Normal bronze verification can go up max 3 business days. Try to contact with live chat and ask this questions. Only support can help you in this matter.

I don't personally have an account with CEX.  But when I signed my wife up on 12 June, she received an acknowledgment and I know the account is setup because we are able to login.  We completed the verification sending of documents in the prescribed format and indicated her preferred credit card for payment.

But the display simply shows 'not verified' next to her card info.  See image at this link on Dropbox.

https://www.dropbox.com/s/o97tys171pidwme/cex_verification_pending.png?dl=0 (https://www.dropbox.com/s/o97tys171pidwme/cex_verification_pending.png?dl=0)

Got it. There is 2 thing you can do in this situation. First you should confirm exact deducted amount by cex.io with contacting your bank or internet-banking. You need to upload photo to siite which contains selfie near your face with card.That is common procedure due to AML/KYC. After this verification process yo can use card as you wish.

But when I tried to verify my debit card by submitting selfie proof and photograph of card, I got reply emails within 30 minutes from submission time. I guess we must submit with them on European time zone and must be on week days. Anytime other than that, I guess may lead to delay than usual processing.
But one thing I need to mention here, my verification got rejected due to name mismatch. Does it mean approving takes time and rejections may occur in minutes ?

1. There was no instruction that there would be such deductions (although I know from experience these are common) and there is no place in the application where I could see how to enter the correct amounts if I had them.  Perhaps you could direct me?

2. Yes we did submit these documents already on 12 June.

3. It seems implausible to me that a big and established operation like CEX could not have a bot that simply sends an email every couple days to assure "we are processing your application and will let you know one way or the other in due course... please be patient".  They need to set the right expectations.

Go to verification page and you will see instruction. Maybe they will ask bank verification after verifying id. Something is not right on your application.Did you try to contact with them on live chat?