1. How do I securely trade on the platform?
To keep your trading account secure, ensure you use unique email addresses and passwords for your account – mixed upper and lower case letters with numbers and special characters.
Ensure the domain name when logging in online is always castle-x.com.
Do not click links and open any attachments from any emails that do not look registered to Castle Exchange and ensure your computer and internet browsers are protected with anti-virus and malware blockers.
2. I want to change my 2FA device, how do I do this?
If you have saved the original QR code (or text code) when you first set up 2FA for your Castle Exchange account, simply use your new device to scan that code again.
If you no longer have access to the code, please send an email to email@example.com detailing your request and provide the following in email content:
Your account email address
Selfie of you holding both your identity document and a handwritten note detailing your request
Requirements for selfie:
Please use a light, neutral background.
Please look straight at the camera.
Selfie must be in color.
Requirements for identity document:
Identity document can be national ID, international passport, or driving license.
Identity document must be original (not photocopied).
Identity document should be in characters of Latin alphabet. Japan driving license is accepted.
Information on document must be clearly visible.
Requirements for handwritten note:
Note must contain a reference to Castle Exchange and time/date of your request, for example "Castle Exchange 1st October 2018 12:30pm."
Note must be handwritten and original (not photocopied).
The ID selfie is to verify if you are the owner of the Castle Exchange account. Once this is confirmed, we will disable your 2FA setting. You will then be able to sign in without providing 2FA codes and set it up again with your new device.
3. What do I do if I forget my password?
If you’ve forgotten your password simply go to the LOGIN page and click on the 'Forgotten password?' link underneath the login button.
You then need to re-enter your registered email and follow the instructions listed on your email to reset your password.
If you don't have working 2FA and therefore cannot use the Forgot Password function, please send an email to firstname.lastname@example.org detailing your request and provide the following in email content:
Castle Exchange account email address, and a Selfie of you holding both your identity document and a handwritten note detailing your request
4. What to do about online scammers?
Beware of online scammers which claim to offer support over social media or online otherwise. Unless the account is listed on our website, they are not affiliated with Castle Exchange in any way.
Any person/s claiming to be in conjunction with Castle Exchange and ask for money/deposits or other personal details such as emails and passwords should be treated with caution and reported to email@example.com
5. How to protect against website phishing?
One way in which scammers and hackers try to obtain information is through phishing emails. These are fraudulent emails made to look real, but are far from it.
A few key facts to keep in mind with any emails you may be unsure of are:
-Who is the sender? Look at their email address, if it doesn’t match or domain name (castle-x.com) – it’s not from us.
-Any URL Links in the email – hover over without clicking and see where the redirection points to. If it is not a direct link to www.castle-x.com or any of the links listed on our website, do not click or submit any information to this link.
If you feel suspicious of any emails claiming to be sent from Castle Exchange – please feel free to contact us on firstname.lastname@example.org to validate.
6. How is my bank information protected?
Castle Exchange does not store any credit or debit card details. The application communicates directly with our payment provider on an encrypted communications link.