You can run through the recovery process whenever you need to reinstall the app, activate it on the new device, you forgot your passcode, or if your device has been stolen or lost.
Please note that when you reinstall the App, the Recovery Process will also be activated on your device automatically.
To proceed with the Manual Recovery please follow the steps below.
1. Choose the “Manual Recovery” option
In order to recover your account, you'll have to upload the required documents to verify your identity.
2. Check the “I understand” button and press Next
3. Press “Verify Identity” and proceed with the recovery process. You'll be asked to pass the KYC Process just as you did during the registration until you reach the same level as before.
Your request will be reviewed manually by the KYC Specialist and approved in case all the provided information is valid.
When recovery is activated, you will receive an email.
Please be aware that the received letter might also be a phishing email to obtain your personal data. If you didn't start the recovery process and you have received such an email, make sure to contact the support team. Please check out the information on how to identify the scam by following links:
IMPORTANT! Please note that when the recovery is started, all your devices will be revoked and transactions on your account will be frozen for 24 hours.