You can reset your security type to email directly from your Personal Area without contacting support. This option is available if you have lost access to your registered phone number or mobile device. Face scan verification is required to complete the reset.
Once approved:
- The security type changes to email.
- Withdrawals are temporarily blocked for 24 hours.
Feature limitations
- If your security type is already set to email, this option is not available.
- Only available if your current security type is phone number, TOTP, or push notification.
- To proceed, you must have a verified email, phone number, and proof of identity.
You must first switch to email before selecting a different security type.
Steps on how to change security type via face scan:
- Go to the Settings tab and select Security Settings.
- Scroll down to the 2-step verification section and click Change.
- Click I can't access my device.
- A new window will display instructions for resetting your security type to email.
- Click Start face scan and follow the on-screen instructions.
- Once completed, a pop-up will confirm that verification is in progress.
- Check the 2-step verification section under Security Settings for status updates.
After a successful verification:
- a notification pop-up will confirm the update
- a notification will appear in the notification bell
- An email confirmation will be sent
If the face scan fails, click See details and follow the on-screen instructions.
FAQs
If you no longer have access to your registered email, submit a support ticket from your Personal Area for assistance and provide:
- Trading account number
- Support PIN
- Lost phone number and the new phone number
- Proof of identity (POI) and a selfie with their ID
- Availability for visual account verification via video call
Withdrawals are temporarily blocked for 24 hours after resetting your security type for security reasons. If withdrawals are still unavailable after 24 hours, submit a ticket in the support hub for assistance.
Face scan failures may occur due to:
- Poor lighting or a blurry image.
- Camera issues or incorrect positioning.
- Multiple people in the frame.
Tips for a successful face scan:
- Use good lighting and a stable internet connection
- Make sure only the client’s face is visible in the frame
- Follow the on-screen instructions carefully
- Hold the phone at an appropriate distance
If the issue persists, submit a ticket in the support hub for assistance and provide:
- Trading account number
- Support PIN
- Lost phone number and the new phone number
- Proof of identity (POI) and a selfie with their ID
- Availability for visual account verification via video call
You may not be able to reset your security type if:
- Your proof of identity (POI) has not been verified.
- Your current security type is set to email.
Ensure your identity is verified before attempting a reset. If the issue persists, submit a ticket in the support hub for assistance.
No, a face scan cannot be used to set a new number directly. If you have access to your current security type, you can update your number in Security Settings. Otherwise, you must first reset your security type to email, then switch to a different security type.
No, a camera is required for face scan verification. If you do not have access to a camera, submit a ticket in the support hub for assistance and provide:
- Trading account number
- Support PIN
- Lost phone number and the new phone number
- Proof of identity (POI) and a selfie with their ID
- Availability for visual account verification via video call
If you are unable to retry, you may have reached the maximum number of attempts. Submit a ticket in the support hub for assistance and provide:
- Trading account number
- Support PIN
- Lost phone number and the new phone number
- Proof of identity (POI) and a selfie with their ID
- Availability for visual account verification via video call
The reset happens immediately, but changes may take a few minutes to fully reflect in your account. If it takes longer, try refreshing the page.
Yes, once the security type is reset to email, you can switch back to a different security type.
You can complete the face scan using either a laptop or a mobile phone, as long as it has a camera.