If you’ve forgotten your password, you can quickly recover your account through official channels. Below are the steps for recovery using email/SMS and 2FA backup codes, as well as instructions on how to strengthen security, avoid common errors, and prevent future lockouts.
Recovery Channels
Email/SMS Link, 2FA Backup Code
- “I forgot my password” – enter your registered email or phone; click the received recovery link (usually valid for 10–30 min).
- SMS Code – some operators send a one-time code; enter it and create a new password.
- 2FA Backup Code – if you use two-step verification, use the backup codes (keep them securely stored in a separate device/storage).
Customer Support and ID Verification
- If the email/phone is no longer in use, contact customer support (chat/ticket/email) and provide identity verification (ID, selfie, proof of ownership of the payment method).
- Provide account details (username, registered email, recent transactions) – this will expedite verification.
Security Practices
Strong Password, Password Manager
- Create a unique password (longer than 12 characters; letters + numbers + symbols; do not reuse in other services).
- Use a password manager (automatic generation and secure storage); avoid weak browser reminders.
Enabling 2FA and Device Management
- Turn on 2FA (authenticator app or SMS); save backup codes.
- Check active devices/sessions and log out unknown ones; update security email and phone.
Common Mistakes
Spam/Filters, Expired Link
- Check Spam/Promotions/Updates folders; add the operator's address to contacts.
- If the link has expired, request a new one; do not open links from old emails.
Incorrect Username/Email
- Check which email you registered with; try alternative addresses or username variations.
- If there are multiple accounts, do not create a duplicate – ask support for help in identifying the correct account.
Prevention
Backup Contact, Storing Recovery Codes
- Add and verify a backup email/phone; keep the information up to date.
- Store 2FA backup codes and password manager master password in a secure offline location (e.g., password card, encrypted vault).
- Set up security notifications (logins, password changes); regularly review account history.
Quick Summary: use the “I forgot my password” link, 2FA backup codes if necessary; if contacts do not work, verify identity with customer support. Then use a strong password, 2FA, and a backup contact – this keeps your account secure.
Frequently Asked Questions
Why is the recovery link not working?
The link may have expired or already been used, blocked by the browser/filter—request a new link and open it in the same device/browser.
Does 2FA pose additional risks during recovery?
No; 2FA enhances security, but keep backup codes secure to avoid loss of access.
Does support require ID verification for password changes?
Yes, especially if access to the email/phone is unavailable or a risk is identified, ID and additional checks will be requested.
Can I change my email if I have no access?
Yes, customer support can change the email after confirming your identity (KYC).
