FAQ

VerificationHow do I do SMS verification?

1. Click 'My Page' from the drop-down menu on the upper right side of our website after log-in.
2. Click 'Request verification number' from [SMS Verification]
3. Enter the number you receive and click 'Verify with SMS'.

VerificationHow do I enable Google Authenticator?

1. Click 'My Page' from the drop-menu on the upper right side of our website after log-in.
2. Click [Google Authenticator] on My Page.
3. Follow the instruction to [Download Google Authenticator app] - [Scan QR code or Enter Setup Key].
4. Make sure you back up your [Setup Key] safely. This will help you to find Google Authenticator in case of loss or change of your mobile phone.
5. Open Google Authenticator app on your device and enter 6-digit-verification code to complete the process.

VerificationHow do I do KYC / ID verification?

1. Click 'My Dashboard' on the upper right side of main page after log-in.
2. Click [Security Setting] - [KYC / ID Verification] on My Dashboard.
3. Follow the instruction and submit your ID and a selfie holding your ID and a handwritten note with your email address, request date and the text “Request KYC Verification on Aladdin Exchange”.

* As the withdrawal limit is different for each security level, check the appropriate level as needed.

VerificationHow long does it take to approve KYC / ID Verification?

Please allow up to 7 working days as we receive large amount of KYC / ID verification request every day.

VerificationHow do I change my password?

1. Click 'My Dashboard' on the upper right side of main page after log-in.
2. Click [Security Setting] - [Change Password] on My Dashboard.
3. Enter the current password and the new password, then click 'Change'.
4. You must go through 2FA verification if you used it already.

Verificationhow do i change my phone number for SMS verification?

If you wish to change the number for SMS verfication, please send us an email to [email protected]

[Documents required]
1. Copy of your ID: Resident Registration Card, Passport or Driver's License. (Please cover the last 7 digits of your ID number on your resident registration card for your privacy.)
2. A selfie holding your ID and a handwritten note with your email address, request date, request to change the number for SMS verfication.

VerificationHow do I reset my Google OTP?

1. Copy of your ID: Resident Registration Card, Passport or Driver's License. (Please cover the last 7 digits of your ID number on your resident registration card for your privacy.)

[Documents required]
1. Copy of your ID: Resident Registration Card, Passport or Driver's License. (Please cover the last 7 digits of your ID number on your resident registration card for your privacy.)
2. A selfie holding your ID and a handwritten note with your email address, request date, request to unbind google OTP.

VerificationI forgot my password.

1. Click 'Forgot Password?' below the Log-in section.
2. Enter the registered email address, then you will receive an email to change the password.
3. Click 'Change Password' on the email received.
4. Enter the new password and click 'Change'.
5. Log in to Aladdin Exchange to check if the password is changed.

VerificationI lost my mobile device.

In case you want to change the mobile phone number, please submit the documents as below to Support Email ([email protected]).

[Documents required]
1. Copy of your ID: Resident Registration Card, Passport or Driver's License.
(Please cover the last 7 digits of your ID number on your resident registration card for your privacy.)
2. A selfie holding your ID and a handwritten note with your email address, request date, your previous mobile number and new mobile number.

VerificationI lost my Google OTP.

If you lost your Google OTP and you wish to reset it, please submit the documents as below to Support Email ([email protected]).

[Documents required]
1. Copy of your ID: Resident Registration Card, Passport or Driver's License. (Please cover the last 7 digits of your ID number on your Resident Registration Card for your privacy.)
2. A selfie holding your ID and a handwritten note with your email address, request date and the text "Reset Google OTP"

Deposit / WithdrawalHow do I deposit?

1. Click 'Wallet' on the top of our website.
2. Select the coin you wish to deposit from the coin list on the left.
3. If you don't have the address yet, click 'Create Deposit Address' to create the deposit wallet address on the deposit tap of the screen.
4. Deposit to the new wallet address to complete the process.

* The number of confirmations and the time required for deposit differs for each coin, and there may be a delay in deposit time depending on the situation of the blockchain network.

Deposit / WithdrawalWhat is the minimum deposit amount?

Every cryptocurrency has different minimum deposit amount. Please refer to Aladdin Exchange's Fee Schedule
https://aladdin25.com/info/fees

Deposit / WithdrawalWhy has my deposit not been credited yet?

Due to possible network congestion, there might be a significant delay in processing your transaction. You may use the TXID (Transaction ID) to look up the status of the transfer of your assets by using explorers of the cryptocurrency.

Deposit / WithdrawalI made deposit into an incorrect wallet address.

Aladdin Exchange generally does not offer a token/coin recovery service. However, there is a possibility of recovery if the incorrect wallet address belongs to Aladdin Exchange. If you wish to recover, please submit a 1:1 inquiry according to the instructions. Please be noted that successful token recovery is not guaranteed.

(Due to the difficulty and security issues for recovering token/coins which are unlisted on Aladdin Exchange, Aladdin Exchange will charge fees upon completion of the recovery.)

Deposit / WithdrawalHow do I withdraw?

1. Click 'Wallet' on the top of our website.
2. Click the coin you wish to withdraw from the coin list on the left.
3. Register the withdrawal wallet address by clicking 'Address' on the Withdrawal tap.
4. Select the added wallet address and enter the amount.
5. Click 'Withdraw' button and process with Google OTP verification as well as SMS verification to complete the withdraw.

Note: Account must be verified until level 3 (with enabled Google OTP) in order to process with the withdrawal.

Deposit / WithdrawalWhat is the minimum withdrawal amount?

Every cryptocurrency has different minimum withdrawal amount. Please refer to Aladdin Exchange's Fee Schedule
https://aladdin25.com/info/fees

Deposit / WithdrawalWhat is the daily withdrawal limit?

Daily withdrawal limit depends on the account verification level.

Level 1 - Email Verification (0.0 BTC)
Level 2 - SMS Verification (0.2 BTC)
Level 3 - Aladdin Pro Wallet Verification (1 BTC)
Level 4 - KYC / ID Verification: (10 BTC)
Level 5 - Proof of Address Verification (Unlimited)

Enabling Google OTP does not affect withdrawal limit, but you must enable Google OTP to be able to withdraw.

Deposit / WithdrawalI made withdrawal into an incorrect wallet address.

Once the withdrawal has been processed, transaction cannot be retrieved.
In addition, due to the nature of the blockchain, the recipient cannot be specified,
and it is difficult to recover because it cannot be traced on the Aladdin Exchange.
Therefore, you must enter the correct address when withdrawing your assets.

Deposit / WithdrawalCan I cancel my withdrawal?

If your withdrawal request has been initiated on the blockchain network, withdrawal cannot be cancelled.

TradingHow do I start trading?

Login to your account, click "EXCHANGE" and select the pair you wish to trade.

TradingHow much is the trading fee?

Aladdin exchange charges 0.20% for both maker and taker trade orders. However during the Zero Trading Fee period, users will enjoy trading without maker/taker fees.

TradingWhat are Makers?

The makers are traders who create BUY or SELL orders that are not executed immediately.
Their BUY or SELL orders are listed in the Order Book where takers can decide if they want to
fulfill the orders. Makers make it easier for other traders to instantly BUY or SELL in the exchange.

TradingWhat are Takers?

The takers are traders who choose from orders listed by makers and complete the BUY or SELL orders instantly.
Simply put, the takers fulfill the orders created by the Makers.

TradingHow can I trade digital assets on the Aladdin Exchange?

After logging in, click the ‘EXCHANGE’ on the top of our website to choose
the cryptocurrency pair that you wish to trade. You can toggle between USDT,
BTC, and ETH pairings by clicking the corresponding tabs. Once you have chosen a pair, you can now BUY or SELL.

TradingHow do I BUY or SELL crypto as a Maker in Aladdin Exchange?

Once you are in the EXCHANGE trading page, you will see two tabs showing BUY and SELL.
Click the ‘BUY’ or ‘SELL’ tab on top of the amount details depending on what you wish to do.
After that, input the amount that you wish to buy or sell. Once you confirm the details,
please click the BUY or SELL button. This will create an order in the Order Book. The trade will be completed
once someone decides to take your order.

TradingHow do I BUY or SELL crypto as a Taker in Aladdin Exchange?

Once you are in the EXCHANGE trading page, you will see a list of open orders in the market.
You can choose from the orders in the Order Book and click on either BUY or SELL orders that you wish to take.
Once you have decided, click on the order. After clicking, you can input the amount you wish to take.
After that, you can click on BUY or SELL to complete your order.

TradingWhat are the fees for Makers?

The fee for makers is a fixed rate of 0.20%.

TradingWhat are the fees for Takers?

The fee for takers is a fixed rate of 0.20%.

OthersHow to list projects on Aladdin Exchange?

If you want your token/coin to be listed on Aladdin Exchange, listing application should be submitted by
clicking 'Listing Inquiry" bottom of the website or through https://aladdin25.com/info/inquiry link.
Once you have submitted the listing form, Aladdin Exchange review team will conduct an internal review of the project.

Aladdin Exchange listing team will contact via email once the review has been completed for further discussion.

Please wait patiently after submitting your application.
Note: Projects wishing to list must read the trading support/policy of Aladdin Exchange.

OthersWhat is the Referral Program?

The referral program is where you get 20 TNC as a reward every time you refer your friends.
The rewards will be locked until your friends complete the KYC Verification process.

OthersHow do I refer friends using my refferal code?

You can share the QR code by creating a referral code on the Aladdin Exchange Reward Program page,
or copy the referral URL directly and share it.
The rewards will be locked until your friends complete the KYC Verification process.

OthersWhat should I do if I suspect hacking?

Please cancel all your pending orders, change your password and verification information,
and contact us via email ([email protected]).