FAQ | Custody Pro

Wallex Custody Pro is an advanced custody solution meticulously designed to fulfill every aspect of managing and utilizing digital assets. With our platform, users can securely deposit and store both fiat and cryptocurrency assets in a reliable and intuitive environment. We provide a wide array of services and tools aimed at ensuring the highest levels of security and accessibility for your digital assets. This empowers efficient management and steadfast protection of your valuable digital resources. For more information, feel free to visit our Experience Center.

Wallex makes it easy to get started with a user-friendly registration process.

When you click on the [Sign Up] button, enter your personal details, and follow the on-screen instructions to set up your account.
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After registering, you'll be prompted to verify your identity by submitting necessary documents such as a government-issued ID, Proof of Address (POA) and a selfie. This process ensures the security of your account and complies with regulatory requirements.
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You can deposit funds via bank transfers, credit/debit cards, or supported cryptocurrencies. To withdraw, navigate to the withdrawal section, select your preferred method, and follow the prompts.
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Once your account is funded, you can unlock your trading potential with our platform's Exchange and Swap functionalities, enabling you to buy, sell, and exchange assets with advanced tools and security measures.

No. Currently, the Wallex Card is not supported on this platform. We recommend using Neobanking, Smart Custody, or Prime Private, which offer full card functionality including ordering, management, and usage for both online and in-store purchases. Depending on your specific needs - whether personal, institutional, or asset-focused - you can select the most suitable Wallex platform that supports card access.

Wallex applies a transparent fee structure for both fiat and crypto operations. Fees may vary depending on the transfer method, currency, the platform used, and your account type. Transfer limits are subject to regulatory requirements. For the most accurate and up-to-date information, please refer to the fees page.
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We recommend enabling two-factor authentication (2FA), using a strong, unique password, and regularly monitoring your account for any suspicious activity. Additionally, we encourage you to read our comprehensive security guidelines to better understand the protection measures in place and the best practices for safeguarding your account. We prioritize cybersecurity to ensure your assets and personal information remain secure at all times.
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We adhere to international regulatory standards, including Anti-Money Laundering (AML) and Know Your Customer (KYC) policies, to ensure a secure environment. Additionally, we have internal account rules, such as a strict policy against third-party deposits, to help protect our platform and users. For a full overview of our account rules and policies, please refer to our Account Rules page.

Two-factor authentication adds an extra layer of security to your account. To enable 2FA, go to your account settings, select "Security" section, and follow the instructions to set up 2FA using an authenticator app. If you need assistance, you can refer to our step-by-step guide in the Experience Center for detailed instructions.
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If you encounter a suspicious message or website claiming to be affiliated with us, do not engage. Report the incident to our support team immediately, providing as much detail as possible.
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To close your account, you can request profile deletion directly through your account settings. Alternatively, you can contact our Customer Experience team for assistance. Please ensure that your balance is equal to zero before proceeding with the closure. Our team will guide you through the process and ensure all necessary steps are completed.
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You can reach our customer support team through live chat by clicking the chat icon (bubble) in the bottom right corner of our website or app. You can also contact us via email or through the Contacts page on our official website.