GENERAL

  1. HOW DO I LIST A COIN?

    As a supporter of worthwhile blockchain projects worldwide, VantageX welcomes the listing of various cryptocurrencies (coins) on its trading platform, granted that they meet the standards of our independent listing team.

    To begin your listing application, please fill up this form. However, we would like to note that this question list is in no way exhaustive. We may ask for further documents, responses, and other confirmations throughout the listing application process. The length of time between listing and approval/decline may depend on the blockchain used, ongoing pending applications, and/or the completion of certain requirements or payments as needed.

    NOTE: The VantageX team does not guarantee the retention of your preferred coin on the exchange even after it is listed. We proactively monitor the compliance of all listed coins with our standards and rules, and we reserve the right to remove any coin listed in our platform for violations of our listing terms or other causes which may include:

    • Any network issues or vulnerabilities that could be exploited, like low hash-rate, out of date code base or wallet stability issues, frequent issues with deposits or withdrawals that are outside of VantageX’s control, or insufficient nodes to keep the wallet synced.
    • Violations against our terms and conditions, policies, or an applicable law or regulation
    • Coin swaps that we are unable to support
    • The absence of a working, reliable block explorer for a coin
    • Failure to provide notification of mandatory updates
    • Abuse directed by a coin team's core community at VantageX or its staff.

  2. WHAT ARE THE FEES IN LISTING A COIN?

    We offer various fee options for certain cryptocurrencies (coins) that want to list and/or advertise on VantageX. These fees are used to cover for expenses associated with technical, marketing, and/or other work associated with supporting coins. Payment of fees does not guarantee the listing of a coin.

    If you have more questions about listing fees, please contact us at [email protected].

  3. HOW DO I CREATE A SUPPORT TICKET?

    Support tickets are created for VantageX users who need help in matters regarding the use of the platform. To create a support ticket, please do the following steps:

    • Step 1: Visit the VantageX Support System page here.
    • Step 2: Research on your problem. Sometimes, some of your inquiries and concerns are already addressed on the FAQs on the VantageX Support System. Please use the Search bar to ask about your concern. If your concern is not addressed and resolved here, move on to the next step.
    • Step 3: Create a ticket. Click the Create Support Ticket button at the top right part of your screen.
    • Step 4: Make sure you’re in. In case you are not logged in to your account, please log in first. This step helps us track your tickets better. In case you encounter login issues, most of them are addressed in the FAQs. In unique circumstances when log-in troubles persist, please email us at [email protected].
    • Step 5: Choose an appropriate category and subcategory. This helps us sort out the tickets better. Here are the existing categories in our system, along with some of the subcategories under each:
      • Account issues (e.g., changing your registered email, resetting your 2FA, changing your Security Settings, reporting missing funds)
      • Deposit issues (e.g., deposit history status unconfirmed or not showing, etc.)
      • Withdrawal issues (e.g., withdrawal is unconfirmed, stuck in Pending or Processing, or is complete but cannot be seen in the other account.)
      • Exchange issues (e.g., incorrect trading calculations, trade pairs or amounts, questions about coin status)
      • Other issues that are not covered by the above mentioned categories
    • Step 6: Enter your concern in detail. Fill up the Subject field with a short description of the problem. Expound the concern in the Description field. Whenever applicable, add attachments to insert supporting documents, screenshots, images, or other files that can help in solving the issue.
    • Step 7: Click Submit and relax. Your ticket is now created and is on its way to the support team member that is best equipped to handle your situation.
  4. WHAT DO I DO WHEN A COIN I HOLD ON VantageX IS BEING DELISTED?

    Due to certain reasons, we may have to delist certain cryptocurrencies (coins) from VantageX. All VantageX users are encouraged to regularly check the Delisting notice section of our website. We may also release delisting notices via email or other channels. Delisting procedures may vary in length, depending on the presence of security concerns that necessitated the delisting or are otherwise related to the delisting, and we will convey further details about the duration for each delisting.

    When you get information that a coin you hold on VantageX is being delisted from the exchange, you are required to withdraw your soon-to-be-delisted coin from VantageX to another wallet as soon as possible. Beyond the holding period that may be allocated for any coin that will undergo delisting, the associated wallet for that coin will be removed from VantageX and you will not be able to recover remaining coins that were not withdrawn.

    Once we started the process of delisting a coin from VantageX, all trades, address generation, and deposit procedures related to that coin are stopped.

  5. WHAT COUNTRIES DOES THE EXCHANGE OPERATE IN?

    VantageX is available worldwide*

    This exchange is available to anyone around the world who…

    • Is 18 years old or above, and
    • Has a valid working email address.

    Users of the VantageX platform are assumed to have granted their agreement to the VantageX terms of service and privacy policy. VantageX reserves the right to update policies and terms without prior notice. The responsibility to track the changes to these policies fall upon the user.

    * VantageX reserves the right to deactivate services for certain people from the following regions or organizations: Afghanistan, Al-Qaida, Central African Republic, Democratic Republic of the Congo, Democratic People's Republic of Korea, Eritrea, Guinea-Bissau, Iran, ISIL, Libya, Mali, Somalia, South Sudan, Sudan, and Yemen. We will constantly update this page in case this list of regions expands or lessens.

  6. HOW DO I CLOSE/DEACTIVATE/DELETE MY ACCOUNT?

    To ensure the security of VantageX users who may want to close, deactivate, or delete their accounts, they are encouraged to send an email to [email protected] to begin the process.

    NOTE: Our support team may ask you about the reasons for your requested change and would ask for documents that verify and support your request.

  7. WHAT IS THE DIFFERENCE BETWEEN AVAILABLE AND TOTAL BALANCE?

    For every wallet that stores your cryptocurrencies (coins) on VantageX (under the

    Wallets

    page), you will see two columns: Available Balance and Total Balance. Available Balance refers to how coins can be used for withdrawal, trades, or transfer, while Total Balance refers to the overall amount of coins you hold in the exchange, including pending deposits or transfers and open orders. During certain times, the figures for Available Balance and Total Balance will not match, due to the following reasons:
    • Unconfirmed deposits. Recent deposits that have yet to be sufficiently confirmed on the blockchain will reflect first on the Pending Deposit column of the wallet. The figure is included on the Total Balance but not on the Available Balance, at least until the blockchain confirmation for that deposit is complete. To check the blockchain confirmation status for a specific deposit transaction, please consult the corresponding blockchain explorer for that coin.
    • Unconfirmed withdrawals. Coin amounts that are involved in withdrawals that have not yet been confirmed via email verification are subtracted from the Available Balance but not from Total Balance. When the withdrawal is canceled, the subtracted amount will be replenished on Available Balance. When the withdrawal is complete, the subtracted amount will reflect on Total Balance.
    • Open orders. Coin amounts involved in trade orders that are not yet fulfilled will reflect under the Reserved column of the wallet. The figure is included on the Total Balance but not on the Available Balance, at least until the order is complete.

    For any other imbalance, including suspected glitches and account compromises, please file a support ticket immediately.

  8. HOW CAN I EARN IN THIS EXCHANGE?

    There are several ways to earn from cryptocurrency trading on VantageX, but the most common methods can be categorized under two types:

    • TRADING GAINS

        Cryptocurrency trading is a dynamic activity that involves having a feel of when certain coins may rise or fall in value. Each trader will have his own method or system of trades, whether one is a day trader or a mid- to long-term investor. Regardless of method, the profit they make from these methods fall under the general category of trading gains.

        Another wrinkle in this earning method involves the gaining of additional coins for participating in promos run by certain coins. This may involve airdrops, volume trading contests, and other similar contests.

  9. CAN I CHANGE MY REGISTERED EMAIL/MOBILE NUMBER?

    To ensure the security of VantageX users who may want to change the registered email or mobile number under their account, they are encouraged to file a support ticket to commence the process. Here’s our complete guide to filing a support ticket on VantageX.

    NOTE: Our support team may ask you about the reasons for your requested change and would ask for documents that verify and support your request.

  10. WHAT ARE USER TIERS?

    All VantageX accounts are categorized into two tiers: Bronze, Silver. All tiers can access the main features of the exchange and enable the deposit of any amount of cryptocurrency (coin). However, some features of the platform may be exclusive to certain tiers, and withdrawal limits vary across tiers.

    • BRONZE

        All newly registered accounts fall under the Bronze tier. Users in the Bronze tier, which does not require account verification procedures, are allowed to withdraw up to 2 BTC worth of cryptocurrency in total every 24 hours.

    • SILVER

        VantageX users on the Bronze tier can apply for an upgrade to the Silver tier, where the 24-hour withdrawal limit is raised to 100 BTC. Users who are able to pass through the manual account verification process by passing required IDs and documents are upgraded to Silver tier. The entire verification process, including the presentation of the list of required documents (which may vary depending on user-related factors), is conducted through email once a user opts for account upgrade.