Security & Verification FAQ

 1.  Is there any effect on my account when I change or reset the security settings?

Yes, to protect your funds, generally, the withdrawal function will be suspended for 24 hours after resetting verification methods. If you reset the security verification when they are unavailable, the withdrawals will be suspended for 48 hours.

2. Why can’t I receive the email verification code？

• Check your email's spam or junk folder.
• Ensure your email client or service provider is working properly.
• Make sure your email inbox isn’t full.
• The verification code is valid for 5 minutes. Please wait before clicking Resend to avoid spamming.

• Ensure your phone has good signal reception.
• Check if there are any delays with your network provider.
• Wait for up to 5 minutes before clicking Resend to avoid spamming.
• Ensure your device has enough storage space to receive new SMS.
• Verify if your mobile account balance is sufficient to receive international SMS (if applicable).
• Turn on and off airplane mode or restart your phone and try again after 15 minutes.

• Ensure that you have installed the Google Authenticator App.
• Try to synchronize the time on your mobile phone and your computer.
• Ensure that you've entered the correct verification code.
• Ensure that the date/time setting on your mobile phone is set to “automatic”.

• If you've saved the backup key or QR code generated when you first enabled the Google Authenticator, you can re-enable your Google Authenticator by simply entering the backup key to the App or scanning the QR code directly.
• If you haven't saved the backup key, you can reset the Google Authenticator. How to reset Google Authenticator?

• The 2FA code is valid for 30 seconds, ensure you enter it within the valid period.
• Try to synchronize the time on your mobile phone (to synchronize your Google Authenticator App) and your computer (from which you attempt to log in).
• Clear your browser cache and cookies.
• If you have re-installed a new Google Authenticator App or lost your Google Authenticator, you should reset your Google Authenticator. How to reset Google Authenticator?