Account
Register for an account at https://tokenizemalaysia.com/register/input. Refer to the step-by-step guide here.
You can sign up with Tokenize Xchange Malaysia if you are:
- Malaysian citizen, permanent resident or foreign nationals residing in Malaysia
- Possess a local bank account
Your password must consist at least 8 characters and contain at least 1 lowercase letter, 1 uppercase letter, 1 number and 1 special character.
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.
Malaysians will be required to upload their Identity Card (front and back) for the identity verification process to be successful. Passport option is only accepted for users of other nationalities.
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.
No, you will need to sign up using your passport.
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.
After clicking ‘Activate Account’, you will be redirected to Identity Verification page on our website. The first step of the verification process should be uploading your Identity Card (front and back) and selfie, then filling up your Personal Information, followed by uploading your Proof of Address, giving Consents and performing OTP verification. See here for the steps.
Please check your email inbox thoroughly including the Junk/Spam folder. If you are still unable to locate the email, try typing ‘support@tokenizemalaysia.zendesk.com’ 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.
Please make sure the first step of your Identity Verification process is uploading your NRIC/passport and selfie, followed by filling in basic information, uploading of Proof of Address and performing mobile verification. 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.
Yes, your address must tally with the address stated in your profile and not necessarily to the one on your IC.
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 support@tokenizemalaysia.zendesk.com and we will help to upload it on your behalf.
Please check if your Proof of Address displays your 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.
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.
User's identity must be verified before the user 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). Refer to the guide here to complete the verification process.
It may take up to 3 working days, depending on the accuracy of the completed steps done.
Please send us an email to support@tokenizemalaysia.zendesk.com 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'.
Please send us an email at support@tokenizemalaysia.zendesk.com 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.
Please send us an email at support@tokenizemalaysia.zendesk.com stating your old and new address together with a new Proof of Address document. We will help to make the changes. For security reasons, you must use your email address registered on our platform to contact or submit any information to Tokenize.
If you sign up using a referral link, both you and the referee will be entitled to receiving 15 Tokenize Points (worth RM15) each and vice versa. The reward will only be credited when both accounts are fully verified.
Fiat
Your Tokenize wallet can be found by clicking 'Wallet' on the top right corner of the website and proceed to click on 'My Assets' . On our mobile app, ‘Wallet’ tab is the second tab from right. If your account is still unverified, you will be unable to access your wallet until your account is verified.
Yes, you may add up to 10 local bank accounts.
Yes. However, you will need to provide us with a proof of relationship document (birth certificate or marriage certificate) to prove the relationship between you and your joint bank account partner. Our support team will be in contact with you via email to request for the proof of relationship document.
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
No.
The minimum amount for fiat deposit is RM100 and maximum amount is RM100,000, daily.
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.
No. The deposit and withdrawal limit are similar for both individual and corporate account and they cannot be raised.
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.
It is important for us to identify your deposit and to credit the funds to your trading account.
Please reach our support team at support@tokenizemalaysia.zendesk.com and state the reference code in your email.
No. All trading only involves Malaysian ringgit (MYR).
No. As for now, only deposit via bank transfer and eGHL Pay are accepted.
The minimum amount of fiat withdrawal is RM300 and the maximum amount is RM100,000, daily.
Please check the withdrawal processing time here. 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.
That means our team has processed your withdrawal request. The bank will need a couple of hours to process it on their end, so you will receive your fund either by 8 p.m or 11 p.m, depending on the time you submitted your withdrawal request. More info on our Fiat Deposit & Withdrawal Processing Time: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/1500002759522-Fiat-Deposit-and-Withdrawal-Processing-Time
No. Users are unable to withdraw their fiat money to another person’s bank account account.
Rest assured that your funds and assets are still protected. We have a backup system in place and digital assets are protected under an insurance coverage.
Digital asset
To deposit digital assets to your Tokenize wallet, you will need your digital asset deposit address. Here's how to get the address: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/7417640305943--For-Website-Digital-Asset-Deposit
Reach out to our Support Team at support@tokenizemalaysia.zendesk.com. Also, 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.
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 details and Transaction ID (text) to support@tokenizemalaysia.zendesk.com.
Yes. A fee of 0.1% of the withdrawal unit or a minimum unit of digital assets will be charged, whichever higher. You may also refer to this article regarding the fees and charges: digital asset withdrawal: https://tokenizemalaysia.zendesk.com/hc/en-us/articles/360038446814-Fees-and-Charges-
Yes. Users can only perform withdrawal when 2FA is enabled.
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 details and Transaction ID (text) to support@tokenizemalaysia.zendesk.com.
No. Only fiat can be withdrawn into a bank account. What you need to do is to 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.
Yes. Tick off the 'Internal transfer' box before clicking ‘Withdraw’.
Trading (Buy and Sell)
There are currently 7 digital assets up for trading on Tokenize which are Bitcoin Cash, Bitcoin, Ethereum, Litecoin, Solana, Uniswap and Ripple. These are the Digital Assets that is allowed by the Securities Commission of Malaysia at the moment.
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.
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.
0.6% 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 8% levied on the trading fees. More info about our Fees and Charges here.
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.
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
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
Digital Asset | Minimum Trading Quantity |
---|---|
BTC | 0.001 |
ETH | 0.01 |
BCH | 0.01 |
LTC | 0.1 |
SOL | 0.1 |
UNI | 1 |
XRP | 10 |
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.
No.
No. We provide fiat to digital asset pairing only (e.g: MYR-BTC)
Prices of digital assets are determined by the market they are traded, which is by means of supply and demand.
Price alert help you notify the price of your coin as per what you set or aimed for. This alert can be set as one-off or ongoing.
Limit order is one of the most basic order types. It allows the trader to specify a price and amount they would like to buy or sell. Maker order is an order with a unique price that does not get filled instantly, so your order stays in the Order Book until someone matches the order or until you cancel it. Taker order is an order that is instantly matched with an existing order on the Order Book.
Security
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’.
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.
There may be several reasons why you are unable to log in:
- You may have login with a different email address. Ensure you log in with the email that you used to sign up with Tokenize.
- You might have forgotten your password. You can reset your password by following the steps in this guide.
- Are you logging in from a different IP address? No worries, you can still log in by following the steps in this guide.
- Your account is disabled. Please reach out to us to enable your account again.
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.
- Enable two-factor authentication (2FA).
- Block all unauthorized IP address.
Two-factor authentication (or 2FA) is a secondary security measure meant to verify your identity before login. Tokenize Xchange highly encourages users to enable the 2FA to ensure that your account stays protected. You may refer to the guide here to enable the 2FA.
You may save a screenshot of your QR code, copy and paste the Secret Key and keep it in somewhere safe or jot down the Key and store someplace secure.
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.
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 support@tokenizemalaysia.zendesk.com. Refer here for more information.
Open the Google Authenticator app on your device. Then, scan the saved QR code or enter the Secret Key. A 6-digit code will be generated for your Tokenize account. You can also refer to the steps here.
Users must 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.
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).
You can have our assurance that your money is safe with us is and will not be used for unlawful purposes. We have a contingency plan in place to ensure all user will be able to safely withdraw their deposits in the event of an unpreventable clampdown of our bank account.
Our Compliance department will study the reports produced by Experian on the bankruptcy and will advise the board of directors, decision will be made, and the customer will be informed.
Please create a ticket at support@tokenizemalaysia.zendesk.com.
Others
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 at https://tokenizemalaysia.com/
As of now, API access is not available. We will surely share with our users once the API is available.
No.
Please send your query to our email support@tokenizemalaysia.zendesk.com so we can assist you further.
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 support@tokenizemalaysia.zendesk.com