WOO X FAQ

Account

Why Can’t I Receive Emails from WOO X?

If you are not receiving emails sent from WOO X, please follow the instructions below to check your email’s settings:

1. Are you logged in to the email address registered to your WOO X account? Sometimes you might be logged out of your email on your device and hence can’t see WOO X emails. Please log in and refresh.

2. Have you checked the spam folder of your email? If you find that your email service provider is pushing WOO X emails into your spam folder, you can mark them as “safe” by whitelisting WOO X email addresses. You can refer to How to Whitelist WOO X Emails to set it up.

3. Is the functionality of your email client or service provider normal? To be sure that your firewall or antivirus program isn’t causing a security conflict, you can verify the email server settings.

4. Is your inbox packed with emails? You won’t be able to send or receive emails if you have reached the limit. To make room for new emails, you can remove some of the older ones.

5. Register using common email addresses like Gmail, Outlook, etc., if at all possible.
    

How to Change my Email on WOO X?

1. Log in to your WOO X account and click on your profile and select [My Account].

2. On the first page, click on [pen icon] next to your current email to change to the new one.

Note: 2FA must be set up before changing your email.

3. Click [Confirm] to continue the process.

Note: Withdrawals will be unavailable for 24 hours after you make this change.

4. Follow the steps to verify your current and new email. Then click [Submit] and you have successfully changed to your new email.

How to Change my password on WOO X?

1. Log in to your WOO X account and click on your profile and select [Security].

2. On the [Login Password] section, click on [Change].

3. You will be asked to enter the old password, the new password, and confirmation of the new password, e-mail code, and 2FA (if you set up this before) for verification.

Then click [Change Password]. After that, you have successfully changed your account password.

What is Two-Factor Authentication?

Two-Factor Authentication (2FA) is an additional security layer to email verification and your account password. With 2FA enabled, you will have to provide the 2FA code when performing certain actions on the WOO X platform.
 

How does TOTP work?

WOO X uses a Time-based One-time Password (TOTP) for Two-Factor Authentication, it involves generating a temporary, unique one-time 6-digit code* that is only valid for 30 seconds. You will need to enter this code to perform actions that affect your assets or personal information on the platform.

*Please keep in mind that the code should consist of numbers only.

How to Link Google Authenticator (2FA)?

1. Go to WOO X website, click on the profile icon, and select [Security].
2. On the Google Authenticator section, click on [Bind].
3. You need to download the Google Authenticator app to your phone.

A pop-up window will appear containing your Google Authenticator Backup Key. Scan the QR code with your Google Authenticator App.

How to add your WOO X account to the Google Authenticator App?

Open your Google authenticator app. On the first page, select [Add a code] and tap [Scan a QR code] or [Enter a setup key].


4. After that, you have successfully enabled your 2FA in your account.

Verification

What is KYC WOO X?

KYC stands for Know Your Customer, emphasizing a thorough understanding of customers, including the verification of their real names.

Why is KYC important?

1. KYC serves to fortify the security of your assets.
2. Different levels of KYC can unlock varying trading permissions and access to financial activities.
3. Completing KYC is essential to elevate the single transaction limit for both buying and withdrawing funds.
4. Fulfilling KYC requirements can amplify the benefits derived from future bonuses.

Individual Account KYC Introduction

WOO X is fully compliant with applicable anti-money laundering ("AML") laws. As such, Know Your Customer (KYC) due diligence is conducted when onboarding any new customer. WOO X has officially implemented further identity verifications with three different tiers

Please see the table below for more details:

Level	Access	Requirements
Level 0	View Only	Email Verification
Level 1	Full Access 50 BTC withdrawals limit/day	Full Legal Name ID verification Facial Verification
Level 2	Full Access Unlimited withdrawals	Current Address Proof of Address Occupation Source of primary funds Source of primary wealth

[ Users from Ukraine and Russia ]

In compliance with local anti-money laundering regulations, we specifically require users from Russia to verify their accounts to Level 2.

Users from Ukraine can pass a simplified KYC through DIIA (Fast Verification) to Level 1 or straight to Level 2 using the standard verification method.

[ Compliance period for Beta Users ]

With the roll-out of the new identity verification policy, WOO X will implement a compliance period for users to complete their identity verification from September 20th to 00:00 on October 31st (UTC).

Please visit [ WOO X ] Notice of compliance period for Identity Verification (KYC) for more information.

How to complete Identity Verification on WOO X? (Web)

Primary KYC Verification on WOO X

1. Log in to your WOO X account, click [Profile Icon] and select [Identity verification].

For new users, you may click [Verify Now] on the homepage directly.

2. After that, click [Verify Now] to verify your account.

3. Select your Nationality/Region and Country of Residence, then click [Confirm].

4. Click [Start] to continue.

5. Enter your personal name and click [Next].

Please make sure that all the information entered is consistent with your ID documents. You won’t be able to change it once it is confirmed.

6. Click [Start] to continue the process.

7. Next, you will need to upload pictures of your ID documents. Select your document issuing country/region and your document type.


8. Here, you have 2 upload method options.

If you’re choosing [Continue on mobile], here are the following steps:

1. Fill out your email and click send or scan QR code.

A verification link will be sent to your email, open your email phone and click on that following link, you will be redirected to the verification page.


2. Press [Start] to begin by photographing your document. Following that, upload clear images of both the front and back of your ID into the designated boxes.


3. Next, click [Start] to start taking Face verification.

4. After that, wait for the WOO X team to review, and you have completed your primary verification.

If you’re choosing [Take photo using webcam], here are the following steps:

1. Click on [Take photo using webcam] to continue the process.

2. Prepare your chosen document and click on [Start].

3. After that, check that your taken image is readable and click on [Confirm].

4. Next, take a selfie of you by clicking on [Start] and wait for the image quality check to be completed.

5. After that, wait for the WOO X team to review, and you have completed your primary verification.

Advanced KYC Verification on WOO X 

1. Go to the WOO X website, click [Profile Icon] and select [Identity verification].

2. After that, click [Verify Now] to verify level 2 of your account.

3. Click [Start] to continue.

4. Fill in your occupation information.

5. Fill in your living address.

6. Read the conditions for acceptance and click [Got it].

7. Click [Choose a file] to upload proof of address to verify your address, then click [Next].

8. After that, wait for the WOO X team to review, and you have completed your advanced verification.

How to complete Identity Verification on WOO X (App)

Primary KYC Verification on WOO X

1. Open your WOO X app, tap on the icon on the top left. 

2. Select [Identity verification] and tap on [Verify now].


3. Press [Start] to begin verification.

4. Fill in your name and press [Next].

5. Tap on [Start] to continue to verify.

6. Next, you will need to upload pictures of your ID documents. Select your document-issuing country/region and your document type.

7. Press [Start] to begin by taking a photo of your document.

Following that, upload clear images of both the front and back of your ID into the designated boxes.

8. Next, take a selfie of yourself by click [Start]. 

After that, wait for your selfie quality check and tap [Next].


9. After that, wait for the WOO X team to review, and you have completed your primary verification.

Advanced KYC Verification on WOO X

1. Open your WOO X app, tap on the icon on the top left. 

2. Select [Identity verification] and tap on [Verify now].

3. Tap on [Verify now] to start verifying.

4. Press [Start] to continue.

5. Choose your working industry and tap [Next].

6. Tap on your job title, tap on [Next].
7. Choose your source of primary funds and press [Next].

8. Choose your source of primary wealth and press [Next].
 9. Fill in your address and tap [Next].

10. Read the conditions for acceptance and click [Got it].

11. Press [Choose a file] to upload proof of address to verify your address, then tap [Next].

12. After that, wait for the WOO X team to review, and you have completed your advanced verification.

Unable to upload photo during KYC Verification

If you encounter difficulties uploading photos or receive an error message during your KYC process, please consider the following verification points:

1. Ensure the image format is either JPG, JPEG, or PNG.
2. Confirm that the image size is below 5 MB.
3. Use a valid and original ID, such as a personal ID, driver’s license, or passport.
4. Your valid ID must belong to a citizen of a country that allows unrestricted trading, as outlined in "II. Know-Your-Customer and Anti-Money-Laundering Policy" - "Trade Supervision" in the WOO X User Agreement.
5. If your submission meets all the above criteria, but KYC verification remains incomplete, it might be due to a temporary network issue. Please follow these steps for resolution:

• Wait for some time before resubmitting the application.
• Clear the cache in your browser and terminal.
• Submit the application through the website or app.
• Try using different browsers for the submission.
• Ensure your app is updated to the latest version.

If the issue persists after troubleshooting, kindly take a screenshot of the KYC interface error message and send it to our Customer Service for verification. We will address the matter promptly and enhance the relevant interface to provide you with improved service. We appreciate your cooperation and support.

Common Errors During the KYC Process

• Taking unclear, blurry, or incomplete photos may result in unsuccessful KYC verification. When performing face recognition, please remove your hat (if applicable) and face the camera directly.
• KYC process is connected to a third-party public security database, and the system conducts automatic verification, which cannot be manually overridden. If you have special circumstances, such as changes in residency or identity documents, that prevent authentication, please contact online customer service for advice.
• If camera permissions are not granted for the app, you will be unable to take photos of your identity document or perform facial recognition.

 

Why did my identity verification fail?