Blog

Aug 07

2020

Account Recovery Issues and How to Solve Them

Losing access to your account is not uncommon. It happens to the best of us and for many reasons either from a personal mistake or a security breach. In the event of a security breach, do not entertain fear. Quickly alert the support team and necessary steps will be taken to secure and help you recover your account. Some minor account issues may also occur which does not require the assistance of a support personnel. In this case, carefully follow the account recovery methods outlined below.

Below are tips for a successful Account Recovery

I can't remember my password

In the event you forget your password, please use the following steps to successfully reset your password:

  1. Visit the Login page.

  2. Enter your email address and click "forgot password." 

  3. This will Open a  new page for you to input your email address. 

  4. Pass the CAPTCHA test and click on "Submit".  This will send an email to the email address you entered. 

  5. Check your email for the message and click the link in the email to open the new password page. 

  6. Type in the new password you want to use, twice, and click the confirmation button.

  7. Congratulations, your password has been changed. You can now use your new password to sign In.

General tips for troubleshooting 2FA issues

If you're having trouble completing the two-factor authentication to sign into your account, make sure your device, Google authenticator app, and Bitfxt Wallet app is up to date. If you're using a browser to sign in, make sure you're using the latest version preferably a Chrome browser. Clearing your cache and restarting your browser can also help.

I lost my phone and need to disable 2FA to access my account. 

Contact our support team and let us know that you've lost both your Authenticator app and phone number. 

I want to move my 2-step verification codes to a new device

  1. Download Google authenticator on your new phone 
  2. Sign in to your account with your username, password, and 2-step verification code from your old phone
  3. Go to your Security Settings page
  4. Regenerate your secret key (Note: regenerating your secret key will invalidate your old device tokens)
  5. Scan the new secret key with your new phone 
  6. Set up and activate 2FA on your new phone

My codes are not working

Check that the clock on your device is correct and set to the correct timezone. An incorrect clock can cause codes to be out of sync. 

Troubleshooting tips for uploading and verifying your  selfie ID:

  • Make sure light is coming from in front of you, not behind you, so your face is clearly visible

  • Face the camera directly and try to include from the shoulders to the top of your head

  • Try to have a plain wall as a background

  • Try to have indirect light and no backlight

  • Do not wear sunglasses or hats during this process

  • While holding a paper, ensure that your fingers are not obstructing the text from view

  • Write the words BITFXT and today’s date legibly.

  • Use an up-to-date version of the Chrome browser

 

CONNECT WITH US:

Follow us on Twitter

Join our Global Telegram Community

Join our Global Facebook Community

Follow us on Instagram

Subscribe to our YouTube Channel

mail

Email: info@bitfxt.com

phone

Call:+447537102214 (Telegram only)

location

Address: Bitfxt , 8 Providence Street , Lekki ,Lagos , Nigeria-900001