Frequently Asked Questions - Mobile App

1. Why can’t I register my password?
   Your password must consist at least 8 characters and contain at least 1 lowercase letter, 1 uppercase letter, 1 number and 1 special character.
   
   

2. My country is not in the list when I register. How can I sign up?
   Unfortunately, we are unable to include all countries due to restrictions set forth by international guidelines. We may add more countries to the list, so please stay updated.
   
   

3. Is there any rewards for signing up with Tokenize Xchange Malaysia?
   If a person signs up using your referral link, both you and the new user will be entitled to receiving 15 Tokenize Points (worth RM15) each, when both the referral and referee’s accounts are verified.
   
   

4. I am Malaysian, do I need to upload my Identity Card or Passport?
   Malaysians will be required to upload their Identity Card (front and back) for the identity verification process to be successful. Passport is only accepted for users of other nationalities.
   
   

5. Can Singaporeans register on Tokenize Xchange Malaysia?
   Only Malaysians and foreign nationals that are currently residing in Malaysia are eligible to register an account with us. International users including Singapore citizen who are residing overseas will not be onboarded and will be guided to create an account with Tokenize Xchange International instead.
   
   

6. I am a foreign national residing in Malaysia, can I sign up using my Identity Card or driver’s license?
   Identity cards and driver’s license are not accepted, but you may sign up using your passport.
   
   

7. I am Malaysian, but I’m currently working overseas for an extended period of time. How can I verify my account?
   Unfortunately, we are unable to verify users who does not complete the Identity Verification process. This is to comply with existing rules on Know-Your-Customer (KYC), Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) set by Securities Commission Malaysia.
   
   

8. I have successfully verified my email by clicking the ‘Activate Account’ button in the email from Tokenize after signing up. What’s the next step?
   

   After clicking ‘Activate Account’, you will be redirected to Identity Verification page on our website. The first step of the verification process should be filling up your Personal Information, followed by uploading your Identity Card (front and back) and selfie, uploading your Proof of Address and performing OTP verification.

   Photo ID requirements:

   • Identity Card for Malaysians
   • Passport for other nationalities

   Proof of Address requirements:

   • A full page, scanned and coloured copy of either one of the following documents – utility bills, bank statement, cable bill or cell phone bill.
   • Must be dated within the latest 3-month.
   • Must reflect name and address stated in your profile.

9. I do not receive any email from Tokenize after signing up. What should I do?
   Please check your email inbox thoroughly including the Junk/Spam folder. If you are still unable to locate the email, try typing ‘[e-mail]’ in the search box of your email. If still unfound, try signing in to your account on our website and a new activation email will be sent to you.
   
   

10. I have problems when uploading my photo ID during the Identity Verification process. What should I do?
    

    Please make sure the first step of your Identity Verification process is filling up your Personal Information, followed by verifying your IC/passport and selfie, upload Proof of Address and perform mobile verification. If prompted to upload IC or passport without completing your Personal Information, please click ‘X’.

    If you are on the right track but still face difficulties in uploading your IC or passport, please clear your browser cache and try uploading your Identity Card and selfie again. Users are also recommended to use Google Chrome.
    
    

11. Am I allowed to submit a utility bill that displays a different address from my Identity Card?

    Yes, your address must tally with the address stated in your profile and not necessarily to the one on your IC.
    
    

12. I keep encountering error when uploading my Proof of Address. How can I submit it?

    Please make sure that your Proof of Address document is not more than 10 MB in size. If you find yourself unable to upload it on your profile, just submit the document to [e-mail] and we will help to upload it on your behalf.
    
    

13. I received an email saying my Proof of Address does not meet the requirements. Why is the submitted document invalid?

    Please check if your Proof of Address displays the name and address as stated in your profile and dated within the last 3 months. Submitting other documents apart from utility bills, bank statement, cable or cell phone bills will not be accepted.
    
    

14. I do not receive the OTP code. What should I do?

    Kindly check if you enter the correct mobile number. Make sure it is your current number and still active. If you do not receive the OTP code or you accidentally entered a wrong mobile number, simply click ‘Back’ or ‘Resend’ and you will be redirected to key in your number again.
    
    

15. How long it takes for my account to be verified?

    It may take up to 3 working days.
    
    

16. How do I change the password of my Tokenize account?

    Simply log in to your account, then choose Settings and select ‘Password’. You will be required to enter your old and new password and finish it off by hitting ‘Submit’.
    
    

17. I forgot my password, how do I reset it?

    On the sign in page of our website and app, please click ‘Forgot Your Password?’ and an email with further instructions will be sent to you. Simply follow the instructions until you successfully reset your password. If you do not receive any email from us, don’t forget to check the Junk/Spam folder of your email too.
    
    

18. I would like to make changes on my profile, but I am unable to edit any of my information there.

    Please send us an email at [e-mail] and state the information that you would like to amend. We will help to make the relevant changes. If you would like to change your address, please attach a new Proof of Address document with the email.
    
    

19. How do I change my address information?

    Please send us an email at [e-mail] stating your old and new address together with a new Proof of Address document. We will help to make the changes. For security reasons, it is highly advisable for users to contact or submit any information to Tokenize Malaysia only using the email address registered on our platform.
    
    

20. How do I change my mobile number registered on Tokenize?
    

    Please send us an email to [e-mail] and include the information below:
    - Old and new phone number
    - A photo of your Identity Card (front and back)
    - A selfie of you holding your Identity Card and a paper written with ‘Tokenize, Change Mobile Number, today’s date dd/mm/yyyy’
    After you have been notified that your phone number has been changed, please perform the OTP verification by going to Settings and choosing Mobile Verification.

21. Can I reach Tokenize Xchange Malaysia using an email not registered on the platform?

    Users are highly advised to contact us using the email address used during sign up. We are only able to assist users who reach us through their registered email address on Tokenize in order to protect our users’ data privacy.
    
    

22. What should I do to protect my account?

    Here are some tips you can follow:
    - Change your password every 3 months.
    - Password length of at least 8 characters.
    - Use a combination of uppercase, lowercase, numbers, and special characters.
    - In addition, you are strongly encouraged to enable two-factor authentication (2FA).
    - Block all unauthorized IP address.
    
    

23. I am prompted to enter the 2-Factor Authentication code during log in. How do I get the 6-digit code?

    Please open your Google Authenticator app, then look for the 6-digit code under the pairing of your Tokenize account in the app. Enter the code on your Tokenize app to log in. Note that one code is only valid for 30 seconds.
    
    

24. I formatted my phone/changed to a new device/deleted the Google Authenticator app and now unable to log in to my Tokenize account due to wrong 2-Factor Authentication code. What should I do?

    For such situations, Tokenize will need to reset the 2FA for your account since the Google Authenticator has been uninstalled and the pairing on the app to your account is gone. Please send us the photo of your Identity Card (front and back) and take a selfie while holding your Identity Card and a paper written with ‘Tokenize, Reset 2FA, today’s date dd/mm/yyyy’ to this email [e-mail].
    
    

25. Where can I find my Tokenize wallet?

    If your account is still unverified, you will be unable to access your Wallet until your account is verified.

    For verified account, ‘Wallets’ can be found by clicking your name on the top right corner of the website. On our app, ‘Wallets’ tab is the second tab from left.
    
    

26. How do I deposit fiat money to my Tokenize wallet?

    On our website, please click ‘Wallets’ and scroll down to Fiat Balance. Then, click on the Deposit icon to add your bank account or select an existing funding source.

    On our app, tap ‘Wallets’ and choose ‘Fiat’. Tap the ‘Malaysian Ringgit’ tab and then, select ‘Deposit’. You may add a new bank account or select an existing funding source.
    You may also refer to this article for a step-by-step guide for a successful fiat deposit: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360046312093-For-Website-How-To-Deposit-Fiat-Money-Bank-Transfer- 
    
    

27. How long does it take for my fiat deposit to reflect in my Tokenize wallet?

    Instant transfer will take 24 hours, while Interbank Transfer (GIRO, IBG) may take an additional 2-3 working days (depending on the bank's processing time) for the transaction to be cleared. Deposits through eGHL Pay will be instant. More info on our Fiat Deposit & Withdrawal Processing Time: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/1500002759522-Fiat-Deposit-and-Withdrawal-Processing-Time
    
    

28. Is there a fee to deposit fiat?

    There is no fee charged for fiat deposits.
    
    

29. What is the minimum and maximum limit for fiat deposit?

    The minimum amount for fiat deposit is RM100 and maximum amount is RM100,000, daily.
    
    

30. I would like to make a RM200,000 deposit to my Tokenize wallet, but the daily fiat deposit limit is capped at RM100,000. Is it possible to raise the limit?

    The minimum amount of fiat deposit is RM100 and the maximum amount is RM100,000 per day. It is not possible to raise the limit for now.
    
    

31. Can I deposit money to my Tokenize wallet using someone else’s account?

    No, you can only deposit using your registered bank account on our platform not from a third party’s account, otherwise the deposit amount will be refunded. Refunds are charged an admin fee of up to RM50 and may take 14 business days to process.
    
    

32. Why must I enter a reference code for each deposit transaction?

    This is important for us to identify your deposit and to credit the funds to your trading account.
    
    

33. I did not enter the Reference Code when making an online bank transfer for my fiat deposit.

    Please reach our Support team at [e-mail] and state the Reference Code in your email.
    
    

34. Does Tokenize Xchange Malaysia accept USD deposits from Malaysian bank accounts?

    No, we do not. All trading only involves Malaysian ringgit.
    
    

35. How do I withdraw fiat money from my Tokenize wallet to my bank account?

    On our website, please click ‘Wallets’ and scroll down to Fiat Balance. Then, click on the Withdraw icon to add your bank account or select an existing bank account.

    On our app, tap ‘Wallets’ and choose ‘Fiat’. Tap the ‘Malaysian Ringgit’ tab and then, select ‘Withdraw’. You may add a new bank account or select an existing bank account.

    You may also refer to this article for a step-by-step guide for a successful fiat withdrawal: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360044791754-For-Website-How-To-Withdraw-Fiat-Money- 
    
    

36. What is the minimum and maximum limit of fiat withdrawal?

    The minimum amount of fiat withdrawal is RM300 and the maximum amount is RM100,000, daily.
    
    

37. My fiat withdrawal has not been processed yet.

    Please note the cut-off time for fiat withdrawal; withdrawal made before 11.30 a.m will be processed by noon and the one made between 11.30 a.m – 3.30 p.m will be processed by 6 p.m.
    
    Effective 8 August 2022, Tokenize Xchange implements the prohibition of same day and/or simultaneous deposit and withdrawal policy. Any withdrawal of funds from your Account that originated or derived from the deposit of funds within the interval of twenty-four (24) hours is strictly prohibited. Read our Customer Service Agreement here.

    Don’t forget to check your Junk/Spam folder too for the withdrawal email if you are unable to locate it in your inbox.
    
    

38. Can I withdraw my money to another person through Tokenize?

    No, users are unable to withdraw their fiat money to another person’s account.
    
    

39. I would like to buy digital assets. What are the steps I need to follow?

    To buy coins, simply go on the Market page, select the coin you would like to buy, and choose either to buy it at Limit or Market price. Then, fill in the amount and/or price (for Limit). You may visit this article for the steps of buying digital assets: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360039199613-For-Website-How-To-Buy-Digital-Assets 
    
    

40. I would like to sell my digital assets. What are the steps I need to follow?

    To sell your coins, simply go on the Market page, select the coin you would like to sell, and choose either to sell it at Limit or Market price. Then, fill in the amount and/or price (for Limit). You may visit this article for the steps of selling digital assets: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360039199713-For-Website-How-To-Sell-Digital-Assets 
    
    

41. What are the trading fees imposed by Tokenize?

    0.8% trading fee will be charged for Taker Orders, while 0.1% trading fee will be charged for Maker Orders. There will be a service tax of 6% levied on the trading fees. More info about our Fees and Charges here: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360038446814-Fees-and-Charges-
    
    

42. Why is my buy or sell order not completed?

    Please note that only Market orders should be executed instantly. Limit orders will only Fill at the specified price or a price better than the specified price based on price optimization algorithms. Any quantity that is not Filled rests on the continuous Order Book until it is Filled or cancelled.
    
    

43. I would like to cancel my order, will I get charged with any fee?

    No, order cancellation will not incur you any charge.
    
    

44. What is Limit Order?
    1. A Limit Order is an Order with a condition to buy or sell a specified quantity of an Asset at a specified price.
    2. A Limit Order will only Fill at the specified price or a price better than the specified price based on price optimization algorithms. Any quantity that is not Filled rests on the continuous Order Book until it is Filled or cancelled.
    3. Limit Orders will be placed with one of the following Time in Force Instructions whereby the Order will stay on the Order Book until it is completely Filled or until manually cancelled by the Customer.
    
    

45. What is Market Order?
    1. Market Order is an Order to buy or sell a specified quantity of an Asset at the best available price of existing Orders on the Order Book. A valid Market Order will be immediately placed on the Order Book as a Taker Order.
    2. Tokenize Xchange does not guarantee that a Market Order will Fill at the price specified. A Market Order may Fill at a number of different prices, based on the quantity of the Market Order and the quantities of the existing Orders on the Order Book at the time.
    3. Market Orders are susceptible to ‘slippage’. When a Market Order is placed, depending on the volume and prices of Orders on the Order Book at the time, the Market Order may Fill at a price less favourable than the most recent trade price.
    Read more about Market Order here: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360046590373-Market-Order 
    
    

46. What is Stop Order?
    1. A Stop Order is an instruction to place an Order to buy or sell a specified quantity of an Asset but only if and when the last trade price on the Order Book is equal or is lower than the Stop Price (in the case of an Order to sell).
    2. When a Stop Order is placed, it will be considered ‘active’ until the Stop Order executes by placing the relevant Order when the Stop Price is triggered.
    3. A Stop Order is not placed on the Order Book and is not visible to other Customers, but any resulting Order is placed and visible.
    Read more about Stop Order here: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360045987274-Stop-Orders
    
    

47. How are prices of digital assets determined?

    Prices of digital assets are determined by the market they are traded, which is by means of supply and demand.
    
    

48. How do I deposit digital assets to my Tokenize wallet?

    On our website, please click ‘Wallets’, and then click the Deposit icon next to the digital asset that you would like to deposit. Your wallet address and QR code will pop up for depositing purpose.

    On our app, tap ‘Wallets’ and then, choose the coin you wish to deposit, and tap ‘Deposit’. Your wallet address and QR code will pop up for depositing purpose.

    You may also refer to this article for a step-by-step guide on digital asset deposit: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360046448574-For-Website-Digital-Asset-Deposit 
    
    

49. Why is my digital asset deposit is pending for more than 24 hours?

    Please check if you chose the correct network for the deposit. For instance, your ETH deposit is pending because you used BSC network, while Tokenize only supports ERC20 network for Ethereum transactions.
    
    

50. How do I withdraw my digital assets to my wallet on other exchange?

    On our website, please click ‘Wallets’ and choose a coin that you would like to withdraw. Click the Withdraw icon next to the desired coin and you will be prompted to fill in the address, destination tag (for Ripple) and amount of coin to withdraw.

    On our app, tap ‘Wallets’ and choose ‘Crypto’. Choose a coin that would like to withdraw. You will need to fill in the address and destination tag or simply scan the QR code, then enter the amount of coin to withdraw.

    Once you have made the withdrawal request, please note to confirm the withdrawal by clicking the link in the withdrawal confirmation email sent to you. Finish the steps by keying the six digit 2-Factor Authentication code.
    You may also refer to this article for a step-by-step guide on digital asset withdrawal: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360046152114-For-Website-Digital-Asset-Withdrawal   
    
    

51. How long does it take for digital asset withdrawal to complete?

    Depending on the volume of withdrawals, network traffic and accuracy of information provided - withdrawals may take anywhere between a few minutes to a few hours. If the withdrawal is still pending for more than 24 hours, please send us a screenshot of your digital asset transaction history and Transaction ID to [e-mail] and we will check it for you.
    
    

52. Is there any fee charged for digital asset withdrawal?

    Yes, a fee of 0.1% of the withdrawal unit or a minimum unit of digital assets will be charged, whichever higher. Check out our fees and charges page here.

53. Do I need to enable 2FA to withdraw digital assets?

    Yes. Users are not allowed to withdraw digital assets if the 2FA is disabled.
    
    

54. I made a digital asset withdrawal 2 days ago and I have yet to receive the coins on my other wallet. What should I do?

    Depending on the volume of withdrawals, network traffic and accuracy of information provided - withdrawals may take anywhere between a few minutes to a few hours. If the withdrawal is still pending for more than 24 hours, please send us a screenshot of your digital asset transaction history and Transaction ID to [e-mail] and we will check it for you.
    
    

55. Can I withdraw my coins directly to my bank account?

    No, you must first sell your coins and you will receive the money from the sale in your Tokenize wallet. Then, you can withdraw the money from your Tokenize wallet to your bank account.
    
    

56. Can I withdraw my coins to another user on Tokenize?

    Yes, simply tick off the internal transfer box before clicking ‘Withdraw’.
    
    

57. Can I get more information about Tokenize Xchange Malaysia? Why should I trade on Tokenize?

    Tokenize Technology (M) Sdn Bhd is a regulated Digital Asset Exchange platform, approved by the Securities Commission Malaysia (SC) to operate as a Recognized Market Operator since April 1, 2020.

    With Tokenize, you can buy and sell established and emerging cryptocurrencies such as Bitcoin, Ethereum, Litecoin and Ripple, all made easier by our intuitive and user-friendly platform. Our trading fees are as low as 0.1% - more reason to trade on our exchange.

    Find out more on our website https://tokenizemalaysia.com/
    
    

58. How secure is your exchange?

    Security is our topmost priority. We have implemented a few layers of security enhancement to reduce the risk of our platform being hacked or misused. We partner with reputable technology and compliance service providers to enhance the security level of our platform.

    We also perform identity verification on all users before they can start trading on Tokenize Xchange. This is to comply with existing rules on Know-Your-Customer (KYC), Anti-Money Laundering and Countering Terrorism Financing (AML/CTF) set out by the Securities Commission of Malaysia (SC).
    
    

59. Does Tokenize Xchange Malaysia have API?

    As of now, API access is not available. We will surely share with our users once the API is available.
    
    

60. Does Tokenize Xchange Malaysia provide earning or staking programs?

    As of now, we do not provide such services.
    
    

61. I would like to know how I can apply for token listing. What is the necessary information should I provide?

    Please send your query to our email [e-mail] so we can assist you further.
    
    

62. I still need help. Where can I find more guides on how to use Tokenize?

    Visit http://support.tokenizemalaysia.com/ and feel free to search any article related to your concern. You can also reach our Support Team for assistance at [e-mail]