Protect your account and get useful help
Keep passwords and recovery codes private, check trusted devices, and send Support the details that actually help.
Know these words first
- One-time code
- A short code used once to verify you or your device.
- Recovery code
- A single-use backup code for regaining account access.
- Reference
- The exact identifier for an event, request, Token, or transaction.
Step-by-step
Check your Profile
Open Menu, then Profile. Confirm that your display name, username, and email belong to you. Ask Support if an important detail is wrong and cannot be edited.
- Use an email account only you can open.
- Never put a password or security code in your profile.
Use a unique password
Open Settings or Privacy and security and use the password option available to you. Choose a long password that you do not use on another site.
- Do not use your username, phone number, or date of birth.
- Do not reuse one staff password between several operators.
Save recovery codes privately
When recovery codes are shown, store them away from your usual device. Each code works once. Generate a fresh set if somebody else may have seen them.
- Do not send codes in chat.
- Do not keep them in a public screenshot folder.
Open one clear Support case
Choose Menu, then Support. Explain what you tried, what you expected, and what happened. Include the page, time, amount, app type, and exact on-screen message.
- Use the correct transaction or request reference.
- Continue in the same case instead of opening duplicates.
Attach evidence safely
A screenshot can help, but crop or hide unrelated bank details, personal messages, one-time codes, recovery codes, and passwords.
- Good example: "At 3:20 PM in Android, request 184 stayed pending after payment."
- After Support replies, verify the official Wallet, Token, event, or request record yourself.