You can run through the recovery process whenever you need to activate the app 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.
There are two ways to recover your account:
- Recovery Phrase
- Manual recovery
To recover the account with the Recovery Phrase, please refer to the Recovery Key article.
To proceed with the Manual Recovery please follow the steps below.
1. Choose “Manual Recovery” option
In order to recover your account, you'll have to upload required documents to verify your identity.
2. Check “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 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.