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General security questions

What are the official website addresses of EXMO?

There is only one official website address of the EXMO.com platform: exmo.com. Be sure to check the site domain in the address bar!

EXMO.com has official accounts on the following social network platforms: Twitter, Facebook, Medium, Telegram, YouTube and LinkedIn.

Where are EXMO’s headquarters located?

EXMO.com is a provider of virtual asset services (VASP), certified by the State Enterprise Centre of Registers of the Republic of Lithuania and registered in the Register of Virtual Currencies of the Republic of Poland. The company’s headquarters is located in Krakow.

Where are my EXMO funds kept?

Users’ cryptocurrency funds are stored on the exchange’s crypto wallets: cold and hot vaults.

Hot vaults are online wallets used to meet current user demand for withdrawals. The remaining assets are stored in cold vaults – hardware wallets with the highest level of security. Often, such wallets do not have access to the network and are connected only when it is necessary to transfer funds to/from hot vaults.

As for fiat funds, these are stored in EXMO bank accounts and payment system accounts. When you deposit funds on the exchange, your assets will be displayed in the Wallet section. EXMO ensures that each user can withdraw funds in the desired amount, regardless of where they are physically stored.

Can you guarantee that my personal data is safe?

Security is EXMO’s top priority, therefore, we take all possible precautions and have implemented measures to protect data storage. Please refer to our Privacy Policy. Only a sender, support service staff and a certified AML officer have access to personal data after data has been transferred to the verification department for processing.

EXMO EXCHANGE LTD. is registered as a Controller of Personal Data with the Information Commissioner’s Office under registration number ZA549767. For detailed information, click this link.

How to secure your exchange account from being hacked?

You can protect your account from being hacked by enabling two-factor authentication (2FA) on your EXMO account.

Also, the following preventive measures will help you ensure your account is secure:

  • Use a complex and unique password.
  • Each time you log into your account, check the address bar in your browser. EXMO only uses exmo.com domain.
  • Change your password regularly and never save it in your browser.
  • Under no circumstances provide your login details to anyone.
  • Double-check the reliability of the sender when receiving emails from EXMO. Our Customer Support team will only contact you using the email address: [email protected], while other updates and news related emails are sent from [email protected].
  • Do not provide your personal data in relation to requests via Telegram and other messenger services. EXMO administrators do not operate through these platforms. Access to your funds, requests of email passwords or any other details are never requested.

What should I do if my account has been hacked?

In case your account or email has been hacked, please contact EXMO Support Service immediately. The sooner a request is created, the more likely it is that you will be able to recover your funds.

Please include the following information in your request:

  • The reason for the request.
  • Your username (login) on the EXMO exchange platform.
  • The email address that your account is registered with.
  • Make sure that you specify the email subject as being related to your account being hacked.

A Customer Support representative will set restrictions on the withdrawal of funds from the account to ensure the safety of the user’s assets.

What are “Trusted IPs” and how to set them up?

A Trusted IP address means that an account will be used from only a specified IP address or a list of addresses.

Before withdrawing funds (from an old IP address) add the new IP address to the trusted list. Also, make sure your ISP provides a static, and not a dynamic, IP address.

To set up trusted IPs:

Step 1. Go to “Settings” in your personal account.

Step 2. Select the “Access via IP” tab where you can specify a trusted IP or a list of trusted IP addresses. It will only be possible to use the account from the specified IP address or list of addresses.

Step 3. Specify the desired IP address in the “Add new address” field and click “Save”.

Step 4. After adding the required IP address or addresses, save the settings.

Step 5. Activate the “Enable authorization for trusted IP addresses only” field.

How do I secure my email account?

To protect your email account from intruders, please note that:

  • EXMO does not send emails with donation appeals or fund transfer requests.
  • EXMO never asks to send your personal data to participate in contests.
  • All emails from EXMO are sent from the official exmo.com domain — [email protected] and [email protected].