To get our assistance, you can create a support ticket or submit a request via the form here. We monitor the exchange 24/7, and our support team members will do their best to address your issues as soon as possible.
Our Support Team addresses different issues, such as:
We do our best to quickly resolve support requests, but some complex tickets may take up to 30 days. Blockchain technology issues, BitShares’ lags, network, capacity and gateway issues may also cause delays.
Sometimes our tech department experiences a high volume of support tickets, and that slows us down too.
You can expect a reply within 72 hours. Usually, our response time is much quicker than this. However, some tickets may require more time to be processed.
We ensure that transactions of ticket submitters are securely processed, and they won’t affect other users. Please note that this can also lead to delays in resolving support tickets.
Being a decentralized exchange, OpenLedger DEX does not store any personal user information. We need an email address to contact you for additional questions, updates or steps you can take to approach the problem.
OpenLedger DEX users can access the exchange either via the website or a desktop client. We need to know how you access OpenLedger DEX to quickly identify the problem and its root causes.
It’s the username displayed in the upper right corner of the screen when you log in to the exchange:
Deposit issues are the issues related to sending funds from an external wallet/exchange to a BitShares/OpenLedger DEX account. You can find more information about making a deposit at https://openledger.freshdesk.com/support/solutions/articles/33000213878-how-to-make-a-deposit-
On the ticket creation page, add all the necessary information to the form fields: your email address, the client/website that you use, and your OpenLedger.io account name. Write a subject line and a detailed description of the issue. Please make sure to include the exact amount of deposited funds in the description.
Select ‘Deposit Issue’ in the ‘Type of Issue’ dropdown list.
Add the name of the currency you were trying to deposit to the ‘Currency’ field. E.g.: OBITS, BTC, ETH, etc.
In the ‘Sent from address’ field, put a name of the exchange from where you transferred the funds. If you used a wallet to send them, copy the wallet’s address and paste it into the same field. Please do not attach the wallet address as a screenshot to the ticket.
Proceed to the ‘Sent to address/memo’ field and add a unique address generated for you by OpenLedger DEX.
Withdrawal issues are the issues that arise when OpenLedger DEX users try to withdraw their funds to another wallet (e.g., Bitcoin, Ethereum, etc.) or exchange (e.g., Bittrex).
To create a withdrawal issue ticket, go to the ticket submission page. Add all the necessary information to the form fields: your email address, the client/website that you use, and your OpenLedger.io account name. Write a subject line and a detailed description of the issue. Please make sure to include the exact amount of the withdrawal in the description.
Select ‘Withdrawal Issue’ in the ‘Type of Issue’ dropdown list.
Add the name of the currency you were trying to withdraw to the ‘Currency’ field. E.g.: OBITS, BTC, ETH, etc.
Copy the address that you added to the ‘Withdraw to Address’ field when making the withdrawal on the Deposit/Withdraw page and paste the copied address into the ‘Sent to address’ field.
Here is how a withdrawal address for ETH may look like: 0xf954BbaBE2BF9a2A4c22dCEB223BF437e4863A4E
For the transaction block number, go to the ‘History’ section of your OpenLedger DEX account. Find the withdrawal in question in the grid and click the green ‘Transfer’ label on its left. You’ll be taken to a new page. At the top of this page, you’ll see the block number.
Copy the number and paste it into the ‘Transaction block/number’ field. Alternatively, you can put your transaction ID in the same field.
The operation ID can be found in the ‘History’ section mentioned above.
Please note that the more detailed information you give, the more quickly the ticket be resolved.
After a new support ticket is created, the system automatically sends an email to its submitter, confirming that the request has been registered.
The ticket will be updated with an answer as soon as a member of our Support Team looks at the problem described in the request.
Tickets with unusual issues will be forwarded to the Technical Team. Please note that we do our best to respond to tickets within 72 hours, but it may take up to 30 days to resolve complex requests.
You will receive an email notification when the issue is resolved.
To check the status of your ticket, log in to the OpenLedger DEX support portal at https://openledger.freshdesk.com/support/login
Any users acting in bad faith will be refused service and/or support and their account statuses may be changed. Bad faith cases include but are not limited to using vulnerabilities as a vehicle for commercial or disruptive purposes and disseminating information that may damage the company’s reputation.
Support tickets that contain offensive language, abusive, discriminatory, threatening, humiliating, obscene, harassing, defamatory or insulting remarks of any nature won’t be processed. Such tickets will be processed only on condition that the submitter provides an ID scan with a legal full name of the user.
BitShares is a platform running on Graphene and providing all the necessary tools and features such as Decentralized Verification, Public P2P Network, Industry-Grade Security, DPOS Consensus, Decentralized Decision Making, Stakeholder-Approved Project Funding, Decentralized Exchange, Counterparty-Risk Free Trading, Integrated Payment Solution, Price-Stable Cryptocurrencies, Referral Program, Prediction Markets, and Recurring & Scheduled Payments.
OpenLedger DEX is a BitShares-based decentralized exchange and an entry point into the decentralized market. Offering a number of advanced instruments, it still remains within reach of less tech-savvy users. It’s much similar to RuDEX, Crypto-Bridge, and others.
The OpenLedger’s user-friendly interface makes this BitShares platform easy to use for anyone. And what is more important – OpenLedger has numerous gateways allowing users to deposit and/or withdraw different cryptocurrencies traded on this exchange.
When you speak about OpenLedger and Bitshares account, you speak about the same thing. It means that you can create an account at Bitshares.org and log in with it at OpenLedger.io, and vice versa.
As OpenLedger DEX is a BitShares platform, it is obvious that they have the same registration process and the same account models.
Go to the account creation page: https://openledger.io/create-account
Select either a wallet or account model for your OpenLedger DEX account.
To create an account model-based account, you need to enter a username (aka an account name) you want to use into the ‘Account Name (Public)’ field. Then copy the automatically generated password and paste it into the ‘Generated password’ field.
Check the boxes at the bottom of the form and click the ‘Create account’ button.
To create a wallet model-based account, add a username (aka an account name) you want to use to the ‘Account Name (Public)’ field. Add a strong password you’re going to use to the ‘Enter Password’ field and enter it once again into the ‘Confirm Password’ field to verify the password.
Once you create a wallet-based account, you’ll be prompted to create a backup. You may create it later if you want.
Make sure that you remember your password at all times or keep it in a safe place. Being a decentralized exchange, we don’t have access to users’ passwords. If you forget or lose the password, we won’t be able to recover it for you and you’ll lose access to the account.
By using a wallet model to create an account, you get a browser-based wallet which is encrypted with the password you provided. You can back it up using a brainkey or an encrypted binary file that contains all the private keys. The wallet model lets you use multiple accounts at the same time.
Being more secure than the account model, the wallet model is restricted to your current browser and device. To use the wallet in another browser or device, you need to import the wallet backup file or brainkey.
The account model uses the combination of a password and an account name to generate private keys on the fly. You can log in to your account from anywhere, but you can be logged in with only one account at a time.
The brainkey is a source of all the cryptographic keys generated in the wallet. You can use it to back your account up and restore it at any time or load your wallet to a new browser or device.
Access the account settings by clicking the gear icon in the upper right corner of the screen.
Go to the ‘Backup’ section and choose the brainkey backup.
Paste your password into the ‘Enter Password’ field and click the ‘Show Brainkey’ button.
Save the brainkey in a safe place. We recommend storing it in at least two places in case of an equipment failure or any other trouble. Please note that we won’t be able to restore the brainkey for you if you lose it.
You’ll be prompted to make a backup as soon as you create an account at OpenLedger DEX.
Hit the ‘Create backup now’ button to get a backup .bin file available for download.
Download the file and save it in at least two secure places like a USB flash drive and cloud storage.
We recommend creating backups of wallet model-based accounts on a regular basis.
If you have a BitShares wallet you can import it to OpenLedger DEX in a few easy steps.
Head over to OpenLedger.io and click the ‘Login’ button.
Proceed to the ‘Wallet model’ tab to upload a wallet backup .bin file there.
After uploading the .bin file, paste your OpenLedger DEX password into the ‘Enter Password’ field and click the ‘Submit’ button.
Select the restore wallet option in a new window to finalize the import.
Go to the OpenLedger DEX login page https://openledger.io
Use your Bitshares’ login-password pair to log in as an existing OpenLedger DEX user with the account model-based account.
Go to the OpenLedger DEX login page https://openledger.io
Log in as an existing OpenLedger DEX user with the help of your Bitshares’ backup .bin file and password or brainkey.
If you cannot log in to your account and see the ‘incorrect password’ message, you’ve probably selected a wrong account model on the login page.
Go to the OpenLedger DEX login page https://openledger.io
Click the ‘Login’ button and proceed to the ‘Account Model’ tab where you can sign in to your account with your login credentials.
You’ll need your login and password.
To log in with the wallet model-based account, go to this page: https://openledger.io/existing-account
Upload a backup .bin file and enter your password. If anything goes wrong, we recommend switching to the incognito mode of your browser (preferably, Google Chrome) to eliminate problems caused by browser cookies.
You are the only one who knows your password. Being a decentralized exchange, we don’t have access to your login credentials and cannot change them. Neither can other users.
OpenLedger is a decentralized exchange. We don’t have access to your account or login details. It means that we cannot recover any data for you, including your passwords and .bin files.
If you lost your login details, you’ve lost your account.
OpenLedger DEX accounts are either account model or wallet model-based. Holders of account model-based accounts use a login-password pair to log in. Owners of wallet model-based accounts use a password and a .bin file or a brainkey to access their accounts. Being a decentralized exchange, we don’t have access to users’ login credentials. We cannot recover passwords for you.
If you lose or forget your password, you’ll lose access to your OpenLedger DEX account.
Due to the decentralized nature of our exchange, we don’t have access to users’ login details and accounts. It’s your sole responsibility to remember your login credentials. To restore access to your wallet model-based account, you may go to bitshares.org and try to download your wallet details there.
If a recent transaction is not shown in the ‘History’ tab on your account page, create a support ticket.
Go to this page to submit a new support ticket: https://openledger.freshdesk.com/support/tickets/new
Try to fill in all the fields. The more detailed information you give, the more quickly the ticket will be resolved. You can expect a reply within 72 hours.
According to the OpenLedger DEX policy, we cannot return tokens to users in the following cases:
In any other cases, create a support ticket at https://openledger.freshdesk.com/support/tickets/new
We don’t have access to users’ accounts and we cannot cancel any transfer. We recommend that you contacted the OpenLedger DEX user directly to ask him/her return the funds to you.
Please double-check account names and addresses before making a transfer.
Use a blockchain explorer to find the transaction ID. Please note that you should choose an explorer depending on what blockchain was used for the transaction.
If it was a BitShares transaction, you can utilize the cryptofresh.com blockchain explorer. Use the search box at the top of the page to find your BitShares account. You’ll be shown a list of transactions that involve your account in the search results, including an ID of each transaction.
Go to your account page by clicking the ‘Account’ link at the top of the screen. In the ‘History’tab, you’ll see the list of last 100 transactions.
Use the dropdown list on the left side of the ‘History’ tab to filter the transactions history. The following filters are available:
Go to the ‘Account’ page and open the ‘History’ tab on it. You’ll see the list of the last 100 transactions together with their IDs.
You can view 100 last transactions in the ‘History’ tab on your OpenLedger DEX account page. To see the full transaction history, visit this page: https://github.com/openledger/openledger_nodejs_api
If you’re having trouble depositing funds to OpenLedger DEX, the problems may arise from a missed step in the process of transferring funds from an external wallet/another exchange to your OpenLedger DEX account.
To transfer your funds to OpenLedger DEX from a wallet in any external blockchain (Bitcoin, Ethereum, etc.) or from another exchange (Bittrex, etc.), use the”DEPOSIT” feature.
Take the following steps:
Please note that such transfers take 30 minutes on average.
If you have any trouble depositing funds to OpenLedger DEX please create a support ticket at https://openledger.freshdesk.com/support/tickets/new
OpenLedger DEX users can make deposits using the RMBpay service.
As soon as you make a CNY deposit on OpenLedger DEX, you’ll be shown the corresponding number of RMBPAY tokens in your account.
Please note that small amount transactions won’t be processed by OpenLedger DEX. The transaction amount should be at least 1 CNY greater than the deposit fee. More information about fees for CNY/RMBPAY transactions can be found on the OpenLedger DEX website.
Trying to make a too small deposit you risk to lose the sent funds.
You can make deposits and withdrawals using OpenLedger DEX gateways. Please note that our gateways won’t process small amount transactions. Before sending your funds through them, make sure that the amount you’re going to transfer is at least two times larger than a gateway fee for the transaction. Otherwise, you may lose your funds.
Please note that according to the OpenLedger DEX policy, we cannot return tokens to users in the following cases:
All the information about gateway fees can be found on the ‘Deposit/Withdraw’ page at https://openledger.io/
Withdrawal fees will be updated according to changes in blockchain transaction fees.
|Currency||Minimum value to deposit||Minimum value to withdrawal||Withdrawal fee|
|NaN||NaN||~15, depends on blockchain|
Before making a deposit or a withdrawal, make sure that the amount you’re going to transfer is at least two times larger than a gateway fee for the transaction. Otherwise, you may lose your funds.
For BitShares platform fees visit this page: https://openledger.io/explorer/fees
To transfer your assets from the OpenLedger DEX account to an external wallet (e.g., a Bitcoin/Ethereum wallet) or to another exchange (e.g., Bittrex), you should use the ‘Withdrawal’ feature.
Please note that you can withdraw only assets issued by the OpenLedger exchange (e.g., STEEM, BTC, etc.) using the OpenLedger DEX transfer service (OpenLedger Gateway).
To make a withdrawal, go to https://openledger.io/deposit-withdraw/
Select the open asset you want to withdraw and click ‘Withdraw’ in the same row.
A new window with a withdrawal form will pop up. Make sure that you’ve selected the right currency (1). Fill in all the necessary fields, including the number of tokens you want to withdraw (2) and an external wallet/exchange address (5) where you’re going to send the funds.
In the ‘Fee’ field (3), you’ll be shown a fee that will be collected by the BTS network for the transaction. For BitShares platform fees visit this page: https://openledger.io/explorer/fees
In the ‘Gateway fee’ field (4), you’ll see the Gateway fee for the transaction. Please make sure that the amount you’re going to withdraw is at least two times larger than the gateway fee for the transaction. Otherwise, you may lose your funds.
Click the ‘Withdraw’ button. Confirm your password if you are prompted to do so. Then confirm the transaction to initiate the withdrawal.
Please note that withdrawals take 30 minutes on average.
If you have any trouble withdrawing funds from OpenLedger DEX, please create a support ticket at https://openledger.freshdesk.com/support/tickets/new
To withdraw HEAT from your OpenLedger DEX account, send HEAT coins to the heatledger account. Add your HEAT address where you want to send these funds in the ‘Memo’ field.
For security reasons, BTC withdrawals of more than 100,000 in the USD equivalent and any other withdrawals of over 50,000 in the USD equivalent are processed manually. Please note that such withdrawals may take more time than smaller transactions.
We’ll keep your funds completely safe while making the withdrawal.
All OpenLedger DEX users need to pay a fee for creating an order. If you have no or not enough BTS in your account you may select another currency for a fee.
If you have any trouble creating an order at OpenLedger DEX, please submit a support ticket at https://openledger.freshdesk.com/support/tickets/new
Access your account page on the OpenLedger DEX and go to the ‘Open Orders’ tab. Click the ‘Cancel’ button in the same row as the transaction you want to cancel. Confirm the cancellation by hitting the ‘Confirm’ button on a pop-up window.
Take the following steps:
If you still have any trouble creating an order, please submit a support ticket at https://openledger.freshdesk.com/support/tickets/new
Go to this OpenLedger DEX page. A table with currencies available for trading is under the navigation bar in the upper right corner of the screen. The ‘My Markets’ tab gives you easy access to the all the traded assets. Switch between subtabs such as BTC and USD to find the best deals. If you seek a specific asset pair, the name of the second asset into the search bar field in the subtab to filter markets. Here is how it works:
Being a decentralized exchange, we don’t have access to users’ accounts and their login details. If you lose or forget your login credentials or delete or remove your backup files, we won’t be able to restore the access to the OpenLedger DEX account for you.
We also won’t be able to restore the access to your funds, but we may refund assets issued by OpenLedger DEX (e.g., BTC) in some cases as a gesture of goodwill.
If you lose or forget your login credentials or delete or remove your backup files, we won’t be able to restore the access to the OpenLedger DEX account for you.
We may make a goodwill gesture (sending your funds to another account you have at OpenLedger.io) if you transferred funds to your OpenLedger DEX account from an external wallet or another exchange and the whole transferred amount has been untouched. To be eligible for a refund, you must provide compelling evidence that you own these funds.
OpenLedger DEX users in some other cases such as sending funds to a scam account can apply for a refund too.
Please note that all the refunds are subject to the administration fee of 30%, with the minimum charge being 0.025 BTC. Only assets issued by OpenLedger (e.g., ETH) can be refunded.
To apply for a refund, create a new support ticket and set the ‘Type of Issue’ field to ‘Funds Recovery (Good Will)’. Try to fill in all the fields. You can expect a reply within 72 hours.
If you lose or forget your login credentials or delete or remove your backup files, we won’t be able to restore the access to the OpenLedger DEX account for you. Being a decentralized exchange, we don’t have access to users’ accounts and their login details.
If you lose access to your account, you may apply for a return of KRM tokens. They can be sent to another account that you have at OpenLedger.io. If you don’t have such an account, you need to create it.
Please note that the transaction will be subject to the OpenLedger DEX’s administration fee of 20%, with the minimum charge being 0.025 BTC.
Send an email to the KRM support team to request a refund. Make sure to include links to the OpenLedger DEX account that you can’t access and the one where you want to transfer your KRM tokens.
If you have any questions, create a new support ticket and set the ‘Type of Issue’ field to ‘Funds Recovery (Good Will)’.
Try to fill in all the fields. You can expect a reply within 72 hours.
Please send a request to email@example.com. Please include your contact details, basic information about your project, and relevant web links in the email.