홈 고객지원 자주하는질문

자주 하는 질문

  • Signup and Verification

    • QIs it possible for a person under the age of 19 to sign up at the international cryptocurrency exchange ‘HIONE’?
    • A.    Currently, it is not possible for a person under the age of 19 to have an account of the international cryptocurrency exchange ‘HIONE’.
    • QI don’t get email verification code.
    • A.    Depending on email account, it takes up to 10 minutes.
      If you don’t receive any email after 10 min, your email account may regard email
      from the international exchange ‘HIONE’ as spam mail.

      1st Step : You check spam mail list and if you find email from ‘HIONE’ among spam mails, please set off the spam setting.
      2nd step : In case of spam mail, email account may delete the email from HIONE. So you need to change setting ‘Keep spam received’ to keep mail from HIONE.
      3rd step : After changing the setting, you can request email verification by re-login to HIONE.
    • QIs corporate phone available?
    • A.    In case of corporate phone, you can use after registering a corporate name identification by joined mobile carrier.
      Please check with the mobile carrier about registration method
    • QWhat should I know about password?
    • A.    The following conditions are required to make password in international cryptocurrency exchange ‘HIONE’.
      - - At least 8 characters containing special characters, upper and lower cases.
      * To make a highly secure password, see below.
      - Avoid same password you usually use.
      - Change password periodically for security enhancement.
    • QCan I use the international cryptocurrency exchange ‘HIONE’ when I don’t have a phone?
    • A.    Can I use the international cryptocurrency exchange ‘HIONE’ when I don’t have a phone?
    • QCan I register with phone of my family or acquaintance when signing up?
    • A.    For security, HIONE process identity verification of mobile phone that if you don’t enter your own phone number, signup is not possible. Please sign up by your own phone.
    • QPopup screen is shown and reset when processing phone verification.
    • A.    It is shown when the security grade is high on some PCs. You can set ‘always allow pop-ups’ after clicking on the indicator in the upper right corner.
    • QVerification is limited after failing to mobile phone verification 5 times. How can I do?
    • A.    When failing to mobile phone verification 3 times, you will see a warning message. When failing 5 times, identity verification is limited for 24 hours. Please try again after 24 hours.
    • QIf I am a corporate customer, what number do I register when doing phone verification?
    • A.    In case of corporate customer, you need to verify through personal phone of administer who administers the account. Also upload a copy of ID of the administer, proof of address, identification photo when verifying through document.
    • QCan I sign up/use another account of HIONE (not my account) as Agent?
    • A.    Only personal and corporate accounts are available through confirming identity verification in HIONE.
    • QWhy is confirmation of personal information necessary when signing up at HIONE?
    • A.    HIONE confirms personal information as identity verification to protect your assets safely because HIONE is the international cryptocurrency exchange that provides lawful service. Collecting personal information is required as part of efforts to comply with the FATF’s Money Laundering / Terrorism Fundraising Prevention Guidelines, all of procedures is under privacy law. It is necessary in order to provide you with a safe and secure cryptocurrency trading service.
      We encourage you to check whether you receive any notifications from time to time, and if you need to supplement your previous submission, you can reapply for identification after completing it on our website. If the problem is repeated and if waiting status has been held for more than 3 days, you can submit a ticket about signup inquiry. After submitting the ticket, our staff will respond as soon as possible.
  • Account Management

    • QI want to change phone number connected with account of HIONE.
    • A.    1st step : You edit your personal information at ‘edit personal information’ in HIONE.
      2nd step : Enter 2FA code and password to confirm your identity, and click [Register phone number]
      3rd step : Enter new phone number, and click [Verify] to proceed with phone verification.
      4th step : In the new window, choose the mobile operator you use, enter your gender and the code shown on the left. And accept the required terms and click the [Confirm] button.
      5th step : Enter the verification number sent to your new phone, and click [Complete] button.
      6th step : Click [Complete], and the phone number is modified.
    • QWhat if I can’t access to the email I use to log in at ‘HIONE’ exchange?
    • A.    We don’t provide email change service on HIONE. If you need to change your email for inevitable reasons such as email hacking, please contact through [1:1 Inquiry] in customer center.
    • QWhat happens to the customer’s assets if the customer of HIONE is dead or missing?
    • A.    If you have inherited property or if you need to be authorized by the property due to death of your family or other reasons, please submit customer center ticket to “Other” in “Request change of account information”. Our staff will respond as soon as possible. In case of inheritance, the following documents may be required.
      상속과 관련된 경우 아래와 같은 자료 제출이 요구될 수 있습니다.
      ① Confirmation of death
      ② Will
      ③ Will notarization (Notarization document, Execution clause of will, Letters of administration, Securities report, etc)
      ④ Valid copy of ID of person written in notarization
    • QWhere can I find access records of HIONE?
    • A.    You can find access records of HIONE on account management page. Also, when you log in, we provide a text messaging service. If you find something strange, please contact us immediately.
    • QHow can corporate member sign up?
    • A.    You can get the information about signing up through customer center or 1:1 Inquiry in HIONE.
  • Deposit and Withdrawal

    • QI have deposited the KRW, but it is not reflected in HIONE.
    • A.    The reason why the KRW deposit is not reflected is as below. And the deposited KRW will be returned.
      - In case that the deposit was not sent from your bank account registered in HIONE
      - Although the deposit was sent from registered bank account, it is not correct form.
      - The deposit has been made from another account not account identification completed.
      If the deposit has not been processed, please contact through “1:1 Inquiry”
    • QI have deposited different amount from entered for deposit application. What happens?
    • A.    It will only be reflected if the actual deposit amount is same as the amount you entered. Cancellations will be processed within 1 hour after deposit application.
    • QIt is shown that duplicate request is not possible.
    • A.    This is because the previous request has not processed yet. Deposit request will be possible after previous deposit request is completed or Try again after 60 minutes.
    • QI want to cancel withdrawal request.
    • A.    Due to the nature of the cryptocurrency, you can not cancel or turn back the transaction that has been already withdrawn. Therefore, you should always be careful when executing withdrawal request and make sure that you have entered all information correctly.
    • QHow long does it take to deposit / withdraw?
    • A.    Deposit process is done after 3 confirms (Bitcoin) and 45 confirms (Ethereum). On the transaction history page, you can see the status of confirm. If an unauthorized transaction accumulates excessively on the blockchain network, the confirm may be delayed. In this case, HIONE can’t take any action.
    • QWhat if deposit / withdrawal of cryptocurrency are delayed?
    • A.    First, check transaction status on blockchain network in case of deposit. If deposit process is not processed although the number of confirms is sufficient, please contact us through “1:1 Contact”. Bitcoin is reflected after 3 confirms and Ethereum is reflected after 45 confirms.
    • QIs it possible to cancel withdrawal of cyptocurrency?
    • A.    Due to the nature of cryptocurrency, cancellation is hard after withdrawal. Confirmation message for reconfirmation of address is sent. Please decide carefully.