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1.How to get started

Getting started with Eterna

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Greetings Eternals! Welcome to Eterna Hybrid Exchange. To get started, you can first preview Eterna's trading room simply by selecting "Preview" on the main menu. To register, simply select "Register" on the main menu. Once you register, you have access to Eterna. However, to transfer tokens or fiat currency and engage in trading, you must first pass the KYC requirement. This is to keep your account and funds safe. Please see our KYC instructions under our registration menu.

Create Eterna account

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To create an Eterna account, go to "Trading Platform", click on "Register" and follow the instructions.

How to verify your identity on Eterna

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To verify your identity, resister for a new account on Eterna, and then follow the identity verification instructions. Identity verification requires a government issued ID, proof of address, and a biometric face scan.

What is 2-factor authentication?

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Two-factor authentication (2FA) is a robust method for verifying your identity. For instance, 2FA employs two methods of identity verification, such as email and Google authenticator, which is more secure than using one method of verification.

Supported cryptocurrencies

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100 coins and tokens are listed on Eterna, paired with USDT, BTC, and EHX. Listed tokens and coins possess the highest volume of any assets in the crypto market.

What is Eterna?

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Eterna hybrid exchange unifies financial markets in one, easy-to-use platform. Eterna combines the best features of centralized exchanges (CEXs) and decentralized exchanges (DEXs), as well as margin trading of a host of assets, and banking solutions that allow investors to open a bank account directly on Eterna.

Information on opening an account

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To open an account, go to "Trading Platform" and click on "Register". Once you register, you can verify your identity. To do so, please follow the identity verification process. You will need an identity document, which may be a passport, or a government-issued drivers license of ID card. You will also need a proof of address. Once your identity has been verified, you can transfer funds using a credit card or bank transfer. Once your account is funded, you will be ready to trade.

Account Verification

How to verify your identity on Eterna

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Once you've registered your new account, you should follow the identity verification instructions. To verify your identity, you need a government-issued ID, a proof of address (such as a recent bank statement). Utility bills are also acceptable for proof of address.

Identity document verification troubleshooting

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To verify your identity, you need a government-issued ID, a proof of address (such as a recent bank statement). Utility bills are also acceptable for proof of address.

Which 2-factor authentication (2FA) apps can I use?

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Eterna recommends Google Authenticator or Duo App for 2FA.

What is 2-factor authentication?

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Two-factor authentication (2FA) is a robust method for verifying your identity. For instance, 2FA employs two methods of identity verification, such as email and Google authenticator, which is more secure than using one method of verification.

How do I set up 2-factor authentication?

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Register for a new account on Eterna, download Google authenticator or Duo and follow the 2FA instructions.

How do I verify my identity through the mobile app?

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Once you've registered your new account, you should follow the identity verification instructions. To verify your identity, you need a government-issued ID, a proof of address (such as a recent bank statement). Utility bills are also acceptable for proof of address.

How do I verify my phone number when using the mobile app?

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Enter your phone number on your personal account. You will be sent a text message to verify your phone number. Simply follow the instructions when you receive your the text message.

Enabling Duo or Google Authenticator

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Download Duo or Google Authenticator, and follow their instructions for connecting these Apps to your Eterna account.

Identity photo verification

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Identity verification requires a government issued ID, and a biometric scan of your face in order to match your face to the picture on your ID.

Device confirmation troubleshooting

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Security keys FAQ

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Security keys are provided by Defi wallets. Once you confirm your security keys, store them in a safe place and never share them with anyone. If you share your security keys with others, your Defi wallet and Eterna account could be compromised.

Security key restrictions

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2.Payment methods

How do I add a payment method on the mobile app?

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How do I buy cryptocurrency with a credit or debit card in Europe and the UK?

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How do I verify my bank info?

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Cash balances

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How to successfully verify a billing address

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Payment methods for Australian customers

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Payment methods for Canadian customers

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Payment methods for European customers

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Payment methods for Singapore customers

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Payment methods for UK customers

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Payment methods for US customers

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PayPal FAQ

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Using a bank account as a payment method for US customers

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Why is my payment method verification amounts incorrect?

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Instant Cashouts

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Other

Can I create an Eterna account in the name of a trust?

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Does Eterna have phone support in my country?

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How can I contact Eterna Support?

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How do I get the Eterna mobile app?

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International support

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Invest responsibly: recommended account management practices

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What mobile devices does Eterna support?

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3.Account Management

Get back into my account

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Accessing my account

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I can't remember my password

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2-step verification troubleshooting

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Lost email access

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Reset my password

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Restoring 2-step verification from a secret seed

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Why can't I reset my password?

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Link a payment method

Can I withdraw from my EUR balance to my verified UK bank account?

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Troubleshooting UK bank account deposits and withdrawals

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How do I make a purchase using a 3D secure card on the mobile app?

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Verify my identity

⦁ I've installed a smartphone 2-factor app. How do I stop receiving SMS codes?

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⦁ Landlines and 2-step verification

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⦁ The link in my verification email is missing, expired, or invalid

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⦁ Using and managing security keys

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⦁ What type of photo ID can I provide?

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Acceptable photo IDs include passports, government-issued IDs, and driver's licenses.

⦁ Why didn't I receive a verification email?

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⦁ Why is my vault withdrawal pending?

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⦁ Why isn't my device recognized?

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Update my account

How can I close my account?

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How can I update my legal name?

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How do I change my country, state, or address?

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How do I change my email address?

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Customer Entity Update

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Customer Account Update

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Australian User Agreement changes - August 2022

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Australian customer account update - August 2022

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Other

How do I delete a crypto address associated with my Eterna account?

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How to withdraw funds from a closed account

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Prohibited regions

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4.Trading FAQ TAB

How do I send cryptocurrency to another wallet?

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What is off-chain sending and receiving?

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I sent funds to the wrong address. How do I get them back?

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Why is my cryptocurrency send delayed?

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Why is my transaction pending?

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Assets on multiple networks

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Available balance

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Destination Tag/memo FAQ

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How do I receive digital currency from another wallet?

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Does Eterna support smart contracts?

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How do I return a cryptocurrency transaction?

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Money left my bank account where is my digital currency?

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Using Destination Tags/Memos on Eterna

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When will I receive my cryptocurrency from my card purchase?

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When will my digital currency purchase or local currency deposit arrive?

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Top up a crypto send

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Does Eterna support Binance Chain (BEP-2)?

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Unsupported Crypto Recovery

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Send crypto to Mexico

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Crypto gifts

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My investment performance

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Buying, selling, or converting crypto

Can I use my Eterna account to purchase cryptocurrency for resale?

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Cancelling a purchase

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How to set up recurring buys

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How do I buy cryptocurrency?

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Increase your account limits

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How do I cash out my funds?

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How long does a purchase or deposit take to complete?

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How long does a sell or cashout (withdrawal) take to complete?

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Purchasing up to your buy limit

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What countries are buys and sells available in?

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What is the minimum amount of cryptocurrency that I can purchase?

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When do my limits replenish?

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Why aren't sales available in my country?

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Why can't I see my transaction on the blockchain?

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Why does a buy take so long?

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Why does a sell take so long?

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How to link my Eterna Wallet to my Eterna.exchange account

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Advanced Trade

What is Advanced Trade?

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Advanced Trade dashboard overview

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Understanding the order types

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Order management

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Advanced trade fees

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What is slippage?

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Advanced Trade error messages

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What is a view-only market?

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New asset listings

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DeFi Investment Risks

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Pricing and fees

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Eterna pricing and fees disclosures

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What are miner fees and does Eterna pay them?

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What are price alerts?

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Cryptocurrency trading pairs

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How to send and receive cryptocurrency

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Convert cryptocurrency FAQ

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Supported cryptocurrencies

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Spark Airdrop

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Ripple SEC Lawsuit

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Adding cash or cashing out

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How long do international deposits and withdrawals take?

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What types of transactions are available to me?

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5.Privacy and security

Avoiding phishing and scams

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Avoiding cryptocurrency scams

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Password requirements and troubleshooting

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Reporting phishing sites

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What is phishing?

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Why did I receive an unexpected device confirmation email?

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Phone-based attacks

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Data privacy

Privacy data request FAQ

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How to access privacy settings and make requests

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How can I make my account more secure?

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Sending authenticated account requests for Eterna Commerce

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Data Privacy at Eterna

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Why does the Eterna mobile app request permissions?

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Password security measures

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Account compromised

How do I report an unauthorized transaction?

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My account was compromised

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Other

Eterna Regulatory Compliance

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Eterna is licensed in Lithuania and abides by EU exchange regulations.

Does Eterna use customer deposits for own use or other activities?

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How can I disclose a security vulnerability to Eterna?

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How does Eterna use my ID?

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How is my bank account information protected?

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I see the error "account temporarily disabled." What should I do?

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Is a 2-step verification code required for every login?

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Is a crypto address linked to my Eterna account safe to display publicly?

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Is this email really from Eterna?

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How long will my password reset require to process?

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6.Other

Bankruptcy trustee guide

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Does Eterna freeze accounts?

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Is Eterna present on social media?

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How to send a complaint

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Guide for asset issuers

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Non-Customer Privacy FAQ

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7.EHX Token

What is EHX?

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EHX is Eterna's native token, and is used for trading, staking, profit-sharing, and listing new tokens.

Where can I find the background on EHX?

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Please read the article "Meet the $EHX Token" in our Knowledge Center.

How do I buy EHX?

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You can buy $EHX token on Eterna, Pancakeswap (PCS), Uniswap, and Bitmart.

How many EHX tokens are there?

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What Utility does EHX Have?

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EHX token is used for trading, staking and listing new tokens on Eterna. Furthermore, over 20 tokens paired with EHX are listed on Eterna.

How to Stake EHX?

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Where can I find EHX Tokenomics?

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