Lost email and 2FA password

Lost email and 2FA password

If you don’t have access to your original email and to your account’s Two-Factor Authentication (2FA), you need to first contact Tokex customer service with your request.

The team will reply back with three security questions to verify your identity (Date of Birth/ Date of Account creation/ Wallet Balance). Then, our Customer Service will ask you to submit a video to verify your request.

What should be included in the video?

  • You need to sit in front of the camera and show your face clearly and hold your ID document in one hand and a hand-written paper with the necessary information of your request in your other hand.

  • Users need to make a statement into the camera to verify their identity, such as Current Date, Date of Birth, Place of Birth, Registered Email Address, Account Opening Date, and Approx Balance Amount in your Wallet.

  • The User needs to mention that hereby I confirm that I am contacting Tokex Customer Support to reset my 2FA for my Tokex Account.

  • Submit the video along with the picture of your National ID Card/Driving License/Valid Passport shown in the video and the hand-written paper. Please do not use any filters or edit your videos.

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