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I Can't Access My Registered Email. What Can I Do?

Your email cannot be changed in the app. If you can no longer access it, contact support through the in-app chat to recover your account. To protect your funds, we first need to confirm that you are the real account holder. How we do this depends on your balance:

 

Account balance

Verification

Under USD 500 equivalent

Send us a video of yourself holding your ID. In the video, state your registered email and details of your most recent transaction, such as the date, merchant, and amount.

USD 500 equivalent or more

Join a video call with our support team. You will show your ID and your face in real time and answer questions about your account and recent transactions. The call is recorded.

 

Once you have been verified and our internal review is complete, we will help you move your balance out. Support will keep you updated on progress.

 

Note: 1) To prevent fraud, we only accept video, not photos. 2) Support will never ask for your verification codes, seed phrase, or private key.

 

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Last modified: 2026-10-14