Frequently Asked Questions

KYC is the process of verifying a customer's identity to prevent money laundering, terrorist financing, and fraud. It is a requirement under Thai law.

Download the app, then select Register and your account type.

• Individual: Fill in the required information, email, and password, enter a referral code (optional), read the agreement and tap Create Account. Verify the 6-digit OTP sent to your email, enter your phone number, verify the 6-digit OTP sent by SMS, and set your PIN.
• Juristic person: The steps are similar, but you start by reading the terms and tapping confirm.

Once registered, log in to continue with identity verification (KYC/KYB). If your email or phone number has already been registered, you will not be able to proceed.

• Fees: Ethereum (ERC-20) is high, especially when the network is congested / BNB Smart Chain (BEP-20) is much lower / TRON (TRC-20) is very low
• Speed: Ethereum about 15–60 seconds per block / BSC about 3–5 seconds per block / TRON a few seconds per transaction
• Cross-chain transfers between these standards require a Bridge.

2FA adds an extra layer of security to your account beyond your username and password, using a code that changes every 30 seconds.

• Open the Maxbit app, tap your profile icon > Settings > Security Settings > "Google Authenticator Set Up" and turn it on.
• Download and install the Google Authenticator app.
• Scan the QR code or enter the setup key manually in Google Authenticator.
• Enter the 6-digit code from Google Authenticator into the Maxbit app, then tap Next.
• When the system confirms 2FA is enabled, tap OK.

A Limit Order is a buy or sell order at a price you set in advance. The order is placed in the Order Book and is matched when the market price reaches your price or there is a matching order on the opposite side at the same price.

How to place one: Go to Trade > Spot, select Limit and Buy/Sell, enter the price and amount, then tap confirm. If the price has not been reached, the order may remain open until it is matched, cancelled, or expires.

Fee rates by trade type:

• Limit: 0.25%
• Quick: 0.25%
• DCA: 0.25%
• Grid Trading: 0.25%
• API: 0.25%
• OTC: 0.1%

The 0.1% fee rate applies only to transactions made through the OTC Service.

You can redeem points for products or services at all PT and PT LPG stations, PT-affiliated stores, and participating partner stores.

Points can only be redeemed and transferred through the Max Me app.

A complaint is a customer grievance about actions by the company, its employees, or its representatives that violate laws, policies, or codes of conduct and may cause the customer harm. General inquiries, requests for advice, and reports of platform usage issues are not considered complaints.

Maxbit supports 21 banks: Bangkok Bank, Kasikornbank, Krungthai Bank, TMBThanachart Bank, Siam Commercial Bank, UOB, Bank of Ayudhya (Krungsri), Citibank, Sumitomo Mitsui Banking Corporation, Standard Chartered, CIMB Thai, Government Savings Bank, The Hongkong and Shanghai Banking Corporation (HSBC), Deutsche Bank, Bank for Agriculture and Agricultural Cooperatives (BAAC), Mizuho Bank, Bank of China, Islamic Bank of Thailand, TISCO Bank, Kiatnakin Phatra Bank, and Land and Houses Bank.

Identity verification steps for Thai customers:

• Take photos of the front and back of your National ID Card.
• Complete digital identity verification via ThaID or NDID (Thai nationals only).
• Complete the 10-question Suitability Test.

Go to Profile > Settings > Security Settings, then select Change PIN. If you have set up Fingerprint or Face ID, you will be asked to scan it automatically. Then set a new 6-digit PIN, tap confirm, and enter it again to confirm.

• Open the destination wallet where you will receive the coin, and check on its deposit page which networks are available for that coin.
• Go back to the source wallet and open the withdrawal page for that coin.
• Compare the supported networks on both sides, and withdraw only through a network that both wallets support.

Note: If you deposited through a network that Maxbit does not support, contact the Maxbit team. If you withdrew to another platform through a network its wallet does not support, contact that provider directly.

Open the Maxbit app, tap your profile icon > Setting > Security Setting, select "Google Authenticator Set Up" and turn it off. Tap confirm and enter the 6-digit code from the Google Authenticator app.

Note: If you need to disable 2FA, we recommend re-enabling it as soon as possible.

A Quick Order is a buy or sell order that is executed immediately at the current market price.

How to place one: Go to Trade > Spot, select Quick and Buy/Sell, enter the amount of money or number of coins, then tap confirm.

Yes. You can apply fee discounts from other benefits, such as:

• Discount coupons redeemed with Max Points on the Privilege page in the app
• Fee discount codes from the Maxbit Plus card

When additional discounts are used, the system automatically applies the best fee rate available to you under the conditions of each benefit. The company reserves the right to change these conditions without prior notice.

You earn 1 point per transaction when you trade at least the following minimum amounts:

• Limit, Quick, DCA, Grid Trading: 500 THB or 20 USDT
• API: 1,000 THB or 40 USDT
• OTC: 2,000 THB or 80 USDT

Points are credited to your account automatically after trading on the Maxbit app.

• Within 3 business days: Risk and Compliance informs the complainant of the next steps.
• Within 10 business days: Risk and Compliance gathers the facts and considers the complaint. If the complaint is escalated to a committee, the committee resolves it within 5 business days.
• Complaints should be resolved within 15 business days. If a complaint is not yet resolved, the complainant will receive a progress update every 5 business days.

Business days are Monday to Friday, excluding weekends and public holidays.

Automatic transactions are currently not available for unsupported banks. You can use one of the supported banks instead, or contact the support team for assistance.

• Standard customers: Verification may take up to 2 business days from the date all required documents are received in full and correct form.
• Customers with additional conditions: Verification may take up to 15 business days from the date all required documents are received in full and correct form.

You will receive an email once your identity verification is approved. Our staff may contact you for additional information by phone at 02-026-6630 or via the email address you registered with.

Go to Profile > Settings > Security Settings, then select Change Phone Number. Withdrawals will be temporarily suspended for 24 hours. Enter your new number, verify the OTPs sent to both your old and new numbers along with your Google Authenticator (2FA) code, then tap confirm. The change takes effect immediately.

Your registered number must still be active. If it is no longer active, contact Maxbit Customer Support via Live Chat, available 24 hours a day.

Every coin deposit or withdrawal is recorded on the blockchain. This verification process is called Block Confirmation.

Transactions may be delayed for reasons such as block size, mining competition, services that require a minimum number of confirmations, network issues, fees set too low, or using unsuitable tools.

You can check the networks and the number of block confirmations required at https://www.maxbit.com/my/fees?menu=crypto

• Open the Maxbit app and select "Recover Google Authenticator".
• Enter your registered email address. Instructions will be sent to your email.
• Upload a clear selfie holding your ID card and a piece of paper with the specified message, the date, and your signature.
• Enter the 6-digit code sent to your email, then tap submit.

After submitting, wait for a call from our staff within 24 hours for additional identity verification.

Note: After a successful 2FA reset, you will not be able to withdraw assets for 24 hours from the time the new 2FA is linked.

A Stop Order lets you set price conditions in advance. When the market price reaches the specified level, the system automatically places a buy or sell order. It is useful for planning trades and managing risk, for example by setting a stop loss.

Maxbit charges a fee for every coin withdrawal. You can view the fee rate for each coin at https://www.maxbit.com/my/fees

• You must be a Max Card member who has completed identity verification in the Max Me app before trading.
• Transactions that do not meet the conditions will not receive points retroactively.
• A maximum of 3,000 points can be earned per transaction.
• The system is limited to 1 million points per day (across all users).
• The company reserves the right to change these conditions without prior notice.

You can submit a complaint at https://www.maxbit.com/complaint

Yes. The bank account name must match the name of the registered user, for security and anti-money laundering purposes.

Common reasons include an unclear ID card photo, information that does not match, or not uploading both sides of the ID card.

Retake the photo so that it is clear and well lit, then submit your identity verification again.

Go to Profile > Settings > Security Settings, then select Access History.

• Current: devices that are currently logged in
• Past: previous login history

Both sections show the time, country, and IP address of each device. To remove a current session, tap the delete button on the right.

Under the digital asset law and SEC notifications, digital assets fall into 2 main types:

• Cryptocurrencies: electronic data used as a medium of exchange that does not grant rights to any asset, such as BTC, ETH, USDT
• Digital tokens: electronic data that grants rights, such as the right to invest in a project or to receive goods or services, such as Utility Tokens and Investment Tokens

You can view the digital assets available on the Maxbit platform at https://www.maxbit.com/market

Install the Google Authenticator app on your new device. On your old device, select Transfer accounts to generate a QR code for exporting your accounts (confirm with your PIN or fingerprint/face ID). Then scan that QR code with your new device (Android: Transfer accounts > Import accounts > Scan QR Code / iOS: tap + > Scan a QR Code). Your codes will be moved to the new device.

• Stop Limit: When triggered, it becomes a Limit Order. You control the price with the Limit Price, and there is no slippage risk.
• Stop Quick: When triggered, it becomes a Quick Order. It uses the market price plus your Slippage Tolerance, so there is a slippage risk.

Points are valid for 3 calendar years from the date they are earned. For example, points earned in 2019 expire on 31 December 2022.

A Label Address lets you give a name to a wallet address used for coin withdrawals, reducing the risk of sending funds to the wrong address.

To set one up, go to Profile > Withdrawal Address > Add New Withdrawal Address, then select the coin and network, paste the destination address, and enter a label name.

Customers who have not yet completed a successful transaction must pass all 10 questions of the Crypto Knowledge Test, as required by the SEC, before they can buy or sell.

Submit an account deletion request via support.maxbit.com. In the app, tap the profile icon at the top right, select Settings > Security Settings > Delete My Account, then submit the request through the website.

Note: As required by the Anti-Money Laundering Office, the company must retain identification and transaction data for 10 years from the date the account is closed or the relationship ends.

TRC-20 is a token standard on the TRON blockchain. Its advantages include low transaction fees, fast transfers (within seconds), and support for smart contracts and dApps. It is widely used for stablecoins, especially USDT.

• Android: Go to Google Authenticator > Settings > "Time correction for codes" and tap sync (this only affects the app and does not change the time on your phone).
• iOS: Go to Settings > Date & Time, turn off Set Automatically and turn it back on, then restart your device.

If the problem persists, contact Maxbit Customer Support via Live Chat at www.maxbit.com or Line OA: @Maxbit, available 24 hours a day.

DCA (Dollar-Cost Averaging) means buying digital assets regularly with the same amount of money each time, regardless of whether prices go up or down. For example, buying 1,000 THB of Bitcoin every week.

On Maxbit, you can choose from 3 frequencies: daily (set a time), weekly (set a day and time), and monthly (set a date and time). You can create up to 10 DCA orders.

• DCA orders are executed as Quick Orders at the market price at the time of execution.
• You can create up to 10 DCA strategies per account and suspend them at any time, but the frequency cannot be changed once an order has been created.
• Orders may fail due to insufficient funds, incomplete KYC, price movement beyond your slippage tolerance, or system maintenance. A failed purchase is not carried forward to the next scheduled round.
• Only assets that meet the company's criteria are supported, such as ranking in the top 50 by market cap and having adequate liquidity.

There are 4 account statuses:

• Unverified
• In Progress
• Waiting for Approval
• Verified

To request a referrer change, contact Customer Support via Line OA @Maxbit with the phone number and email address registered to your account, plus your UID and the UID of the referrer you want to link to. No supporting documents are required.

Requests are processed within 24 hours after all required information is received. If you do not yet have a referrer, you can also provide a referrer's UID to be linked. Only the account owner can submit the request.

Price Alert notifies you in the Maxbit app when a coin's price meets your chosen condition. Select a coin, set a condition (target price or percentage change), then tap Notify Me.

You can set up to 3 alerts per coin and set alerts for multiple coins at once. Price Alert is free for all Maxbit users.

• You must have completed identity verification and have at least one trading or deposit transaction of 200,000 THB or more.
• You must maintain a trading volume of at least 5,000,000 THB per month.
• Required documents: 3 months of bank statements (mandatory), proof of address, and proof of income.
• Trading fees start at 0.1%.
• Daily withdrawal limits depend on the previous month's trading volume, in 5 tiers, up to a maximum of 300 million THB.

You can select up to 10 coins for DCA.