FAQ

FAQ

I.TRADING

Order Exceptions

  1. If your order has not executed:

Please check the price of the open order and verify whether if it has matched counterparty (bid/ask) price and volume or not.

If you would like to expedite it, you can consider canceling the open order and submit a new order with a more competitive price.

  1. If you cannot cancel the order, or coins weren’t credited in your account etc, please reopen the ticket and attached:

The order screenshot;

Exception or error screenshot;

We will try best to solve it as soon as possible. By the way, priority would be low if tickets lack of above screenshots.

Trading Guide

  1. Go to the CitiExchange website (www.Citiexchange.org), Click [Login] from the menu and enter your details to log in.
  2. If you want to purchase AIC with BTC, choose BTC Market and input AIC in search box. Then you can enter to transaction page by clicking AIC/BTC pair.
  3. The display of the transaction of CitiExchange

The display area of CitiExchange Announcements

The display area of the cunrrent trading pair in 24h Volume

The display area of sale price

The display area of buy price

The type of the order

The buy area   

The sell area

The switch area of other trading markets / trading pairs

The display of the latest completed transaction price

  1. Enter the buy area of the Basic or Advanced website, refer to the token/coin price on the left, choose a right sale price of AIC and enter the number, click the button of the “Buy AIC”, then you can finish your purchase. (Sell AIC is the same as Buy AIC)

default price of order area is the last transaction price. You can choose a market price if you want to make a transaction quickly.

II.DEPOSIT/WITHDRAW

Withdraw - Wrong address

CitiExchange will start the automatic withdrawal process as soon as you click the Withdrawal Confirmation button in your E-mail account. Unfortunately there is no way to stop this once initiated. Due to the anonymity of the blockchain, CitiExchange is also unable to locate where your funds have been sent. If you have sent your coins to the wrong address by mistake, please use other means to try and locate and/or contact the recipient of your funds.

If you have withdrawn your funds to another exchange with an incorrect or empty tag/required description, please contact the receiving exchange with your TxID to organize the return of your funds.

Email - Cannot receive email

I’m not receiving any E-mails from CitiExchange. Why?

Please be sure to first double check your “Spam” folder. If you are still unable to locate our E-mails, please add the following E-mail addresses to your Inbox Whitelist and try again:

Deposit - Forgot or Wrong Tag

If you sent wrong coins to your CitiExchange coin address:

  1. Normally, CitiExchange don’t offer service to rescure wrong coins.
  2. If user suffered severe loss for wrong coins, CitiExchange may, solely at our discretion, decide to help you recover your coins under cost control.  It is known that the comprehensive work and effort may bring unmeasurable huge cost, time and risk.
  3. If you wish to request CitiExchange to recover your coins, please provide: your CitiExchange account email, coin name, address, amount, txid(Critical), transaction screenshot. CitiExchange team will judge whether or not rescure wrong coins.
  4. If it was possible to recover your coins, we may need to install or upgrade the wallet software, export/ import private keys etc.  These operations can only be conducted by authorized staff under carefully security audit.  Please be patient as It may cost over couple of months to resure wrong coins.

Deposit - Forgot or Wrong Tag

If you sent wrong coins to your CitiExchange coin address:

  1. Normally, CitiExchange don’t offer service to rescure wrong coins.
  2. If user suffered severe loss for wrong coins, CitiExchange may, solely at our discretion, decide to help you recover your coins under cost control.  It is known that the comprehensive work and effort may bring unmeasurable huge cost, time and risk.
  3. If you wish to request CitiExchange to recover your coins, please provide: your CitiExchange account email, coin name, address, amount, txid(Critical), transaction screenshot. CitiExchange team will judge whether or not rescure wrong coins.
  4. If it was possible to recover your coins, we may need to install or upgrade the wallet software, export/ import private keys etc.  These operations can only be conducted by authorized staff under carefully security audit.  Please be patient as It may cost over couple of months to resure wrong coins.

 

III.2FA AUTHENTICATION

2FA - Binding Failure

How to resolve “binding failed” issue?

Answer:

Make sure the “Google Authenticator” app is installed on your Mobile phone.

Make sure the time (clock) on your mobile phone (the one running the Google Authenticator app) and the computer (from which you are logging into CitiExchange website) is synchronized.

Go to the CitiExchange website and enter the right login password and 2FA code.

How to disable SMS Authentication?

If your phone is functioning normally, please login to your CitiExchange account and enter the User Center. Once there, click the “Disable” button next to SMS Auth under Two-factor Authentication and follow the prompts to successfully disable your SMS Authentication.

How to disable SMS Authentication?

If your phone is functioning normally, please login to your CitiExchange account and enter the User Center. Once there, click the “Disable” button next to SMS Auth under Two-factor Authentication and follow the prompts to successfully disable your SMS Authentication.

SMS - Not receive code

CitiExchange tries its best to improve SMS Auth. coverage. However, some countries and areas are currently not supported.

  • If you cannot enable SMS auth., please refer to our Global SMS coverage. If your area is not covered on the list, please enable Google Auth., and refer to the following guide:
  • If you have bound SMS auth., or you are in the Global SMS Geo. coverage, please take the following steps:
  • Ensure the Cellphone has good signal, otherwise, please re-position to a better spot.
  • Close Anti-virus software and/or firewall apps on your cellphone;
  • Restart your cell phone.
  • If you still cannot receive SMS code, please reply to the support ticket with your cellphone number, machine type, iOS/Android version, and your location. CitiExchange will respond to you as soon as possible.
  • For now, some countries are not supported by CitiExchange’s SMS system. If this applies to you, please use the Google Authentication Verification to bind it to your CitiExchange’s account for security.

How to reset Google 2FA

If you wanted to reset Google Authentication, please following up below steps:

  1. After enter user name and password, in the page ‘Google Authentication’, click “No Authentication Code?”
  2. If you had backup key for Google 2FA, you can reset it.

Otherwise, click ‘confirm the application reset’.

  1. Click the link ‘Confirm Reset’ in confirmation email to reset Google 2FA
  2. If User has finished KYC or never depositing coins, please ignore the step. Otherwise, please input latest depositing address for specified coin. Noted that your account will be locked for 2 hours if you inputted wrong address for 3 times.
  3. Please upload 3 pics as instruction in below page:
  4. Click ‘Submit’ to full fill the process.

IV.SECURITY

Security Tips

  • 4 security tips listed as blow:
  • DO NOT give your password to anyone!
  • DO NOT call any phone number for someone claiming to be CitiExchange Support!
  • DO NOT send any money to anyone claiming to be a member of CitiExchange.
  • Enable Google Two Factor Authentication!

How to handle stolen funds transferred to Citi Exchange?

  • The victim must go though KYC verification on Citiexchange.org.
  • The victim must submit a support request on support.citiexchange.org, providing the following details:
  • Detailed description of how the hack happened
  • Detailed (clickable) blockchain links of all transactions involved
  • A signed NDA or a statement agreeing to obey non-disclosure standards from CitiExchange
  • If CitiExchange thinks there is reasonable evidence that the funds are stolen, CitiExchange may lock the funds temporarily.
  • The victim must provide a police report within 24 hours of filling the support request. From there, CitiExchange will work directly with law enforcement to handle processing of the funds.

Account Access

Account - Change Account email

In order to change the E-mail address tied to your CitiExchange account, please upload the following information into a new support ticket:

  1. Your current CitiExchange account E-mail address and the new E-mail address you wish to use and
    2. Three pieces of ID documentation below:

Photo of the Front side of your Government issued photo ID or Passport Cover.

  • Photo of the Back side of your Government issued photo ID or Passport personal page.
  • A Selfie Photo with the Front side of your Government issued photo ID or Passport personal page open, together with a handwritten note that includes your new proposed E-mail address, the current time and date (month, day, year), as well as a written “CitiExchange”.

Please note that should your E-mail change request be successful, we will suspend withdrawals from your account for 120 hours, as a safety measure for the protection of your account.

Account - Unlock account

In order to unlock your account, we would need to verify your identity.

Please submit 3 pictures with the following specifications:

Please choose either a passport or a valid government issued photo ID for your submission:

  • Picture 1: Passport cover or the front of your photo ID.
  • Picture 2: Passport photo page (where your name and details are) or the back of your photo ID.  Your personal information MUST be clearly visible.
  • Picture 3: Take a picture of yourself holding your passport photo page (or your valid photo ID) PLUS a handwritten note with the writing "unlock my account" and date.  The handwritten note should be CLEARLY visible.

If all 3 required pictures are attached in the ticket already, please reply 'provided'.

For security reasons, you will not be able to make withdrawals for 48 hours after successfully unlocking your account.