I am notified that I failed my KYC, what can I do?
You are given three attempts to complete the verification process. In an event that all three attempts are unsuccessful, you will receive an email that states you have failed the KYC process.
To resolve this, please contact our support team to manually assist you in completing the verification for your account. You will be required to provide additional documents.
There is an email notification with " New IP login detected", what should I do?
If this login was not initiated by you, immediately contact our support team who can help to resolve the issue by setting limits to the actions that can be taken on your account.
I no longer have access to my 2FA, can I reset it?
If for any reason you no longer have access to your 2FA, please contact our support team. You will be required to provide supporting documentation in order to unlock your account and reset 2FA.
Troubleshooting Two-Factor Authentication (2FA) Time Sync Issues with Authenticator Apps.
Authenticator apps use time-based 2FA codes, which rely on your phone's clock being synchronized with the official time.
Even if your phone is disconnected from the internet, it can generate accurate 2FA codes as long as its time remains correct. However, over time, manual time adjustments and offline usage can cause your phone's clock to drift out of sync.
If you encounter time synchronization problems or change time zones, follow these steps to resolve the issue:
On iPhone:
- Open the Settings app.
- Tap on General.
- Select Date & Time.
- Enable the "Set Automatically" option.
On Android:
- Open the Settings app.
- Depending on your phone's manufacturer, the steps may vary slightly, but generally:
- Look for "General Management" or a similar option.
- Select "Date and Time."
- Enable "Automatic date and time."
Please note that Android instructions may vary depending on your phone's manufacturer.
If you use Google Authenticator on Android, you can also try using the Time Sync feature as an alternative solution.