General Questions
How can I change my phone number?
Go to your account settings, enter a new phone number, to which you will receive an additional confirmation code.
How can I change my E-mail?
Go to your account settings, enter a new email, to which you will receive an additional confirmation code.
Can I change my account password?
Go to your account settings, enter the old and new account password. Please be careful that additional authentication is required.
Login/Registration
What is Residence Country?
a. Your country of residence is the country in which you currently reside. You do not have to have the citizenship of your country of residence, however, you must have a valid Residence permit or Permanent Residence document. It is also worth considering that you must have a document confirming the postal address at your place of residence. This can be a utility bill, a bank statement, and so on. Please do not confuse Citizenship and Country of residence.
Can I create multiple accounts for one email or mobile phone?
No. Each account is unique and can only be linked to one email and mobile phone.
I can't create a password during registration.
Please note that the password must contain numbers, letters, one capital letter and a special character.
Why should I link Google 2FA to my account?
We oblige each user to connect 2FA to ensure the maximum level of security of your account. You can disable 2FA after registration, but we strongly do not recommend doing this.
I can't connect 2FA during registration.
Make sure you are using the Google Authenticator app. Open the application, click on the "plus" button, scan the QR Code that you see on the screen and enter the numbers that appeared on the screen of your device. If you can't scan the QR Code, then add the private key manually.
When confirming the phone, the SMS code does not come.
Please make sure that you entered the phone number correctly, reload the page and try to send the code again after some time. If the problem is not solved, please contact our support service via live chat or email [email protected]
When registering, he writes that such an email is already in use.
You may already have an account, go to the Login page and try logging in to your account. If you forgot your password, try to restore it. If you have not created an account, please contact support via email [email protected]
I forgot my password.
Please click "Cant Login", enter your email address to which an email will be sent to start the password recovery procedure. To do this, you will need your Google Authenticator. If you do not have access to your Google Authenticator, please write to us by email [email protected]. In the latter case, our team may request you to re-verify your account and your identity.
I forgot my 2FA code.
Please click "Cant Login", enter your email address to which an email will be sent to start the 2FA recovery procedure. To do this, you will need your password. If you do not remember the password of your account, please write to us by email [email protected]. In the latter case, our team may request you to re-verify your account and your identity.
Emails are not received by email. What to do?
Please click "Cant Login", enter your email address to which an email will be sent to start the 2FA recovery procedure. To do this, you will need your password. If you do not remember the password of your account, please write to us by email [email protected]. In the latter case, our team may request you to re-verify your account and your identity.
Settings
Can I change my First and Last Name in my account?
Please write to us by email [email protected]. In the latter case, our team may request you to re-verify your account and your identity.
Can I change my email or phone number?
Yes, to do this, you will need to go to the Settings section and change the data to new ones. Additional 2FA confirmations will be required to change the email or phone number.
Can I view the log-in history of my account?
Yes, go to the Settings page, select Login History. You will have access to information on the session time, IP address, country and city.
I noticed that my account was logged in from unfamiliar IP addresses, what should I do?
Check your IP address and make sure that your VPN is disabled. If you have checked and still the visits were from unfamiliar IP addresses, please change the password, connect 2FA to your account, close all current sessions (special button) and write to our support by email [email protected]
How can I delete my account?
Please write to us by email [email protected]. In the latter case, our team may request you to re-verify your account and your identity.
Verification
Why do I need to verify my account?
Our company is a licensed service that does not allow you to use the services without identity verification. Also, verified accounts have more financial services available and much larger limits on financial transactions are available. Do not forget that this also additionally ensures the security of your account.
How do I verify my account?
Please go to the Limits page, where your current verification level and the following will be visible. To pass or increase the verification level, please click Upgrade to a new level and provide your data in the window that opens. It's safe. We fully comply with GDPR and keep your data safe.
Can I provide another person's details?
No. Such an account will be detected, immediately blocked and reported.
I have obtained citizenship/ residence permit/ permanent residence of another country, what should I do?
Write to us by email [email protected] and describe your request. Our Compliance Department will provide you new link for verification. After successful verification, the data and type of your account will be changed to a new one. We remind you that our users are obliged to report any changes of their data. If the fact of providing irrelevant data is revealed, the account will be blocked until the data is updated.
How long does verification take?
It usually takes from 2 to 5 minutes. However, in the case of Source of Funds/Wealth, it may take up to 3 business days.
Can I make transactions above the set limit?
Yes, you can, but it's worth noting that your balance will not be updated (crediting/exchanging/sending) until you increase the verification level covering your transactions. You can also track exceeding the limit on the Limits page.
Can I make financial transactions if I have the maximum verification level, and the limits have already been exhausted?
Such transactions will be frozen until the next operational period, when your account limits will be reset and updated. Also, you can write to us by email [email protected] and provide the source of origin of the funds for this financial transaction. After consideration by our Compliance Department, a decision will be made to confirm or reject the operation.
I passed verification a long time ago, but I received a request for verification again. Why?
As part of regular monitoring, you are required to update your data. If you receive such a request, please do not ignore it, as you have 5 working days to provide it. After providing the data, your account will be updated and you will be able to continue using it. If the data is not provided, your account will be frozen until the update.
After checking the documents, I was denied verification. Why?
You may not meet the parameters of the company's internal policy. Please write to us by email [email protected] to get details on your verification.
How do I change the account residency specified during registration?
Write to us by email [email protected] and describe your request. Our Compliance Department will provide you new link for verification. After successful verification, the data and type of your account will be changed to a new one. We remind you that our users are obliged to report any changes of their data. If the fact of providing irrelevant data is revealed, the account will be blocked until the data is updated.
Didn't find the answer to your question?
Write to use by e-mail
[email protected]
and our technical support staff will definitely help you solve the problem as soon as possible.