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.
See where everything is
These screens use demonstration information—never a real user’s balance, payment, or private conversation. Numbered markers match the notes below each image.
Privacy and security center
Review each block separately. Changing a password, protecting recovery codes, and checking devices solve different security problems.
- 1Change password form
- 2Extra proof for a new device
- 3Recovery-code status
- 4Notification devices
- 5Report a concern
One Support case with its full history
Keep related replies under one case reference. The conversation history helps Support understand what has already been checked.
- 1Start a new case only for a new problem
- 2Case list and reference
- 3Current case status
- 4Message history
- 5Safe screenshot attachment
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.
Check that it worked
- Your password is unique and known only to you.
- Recovery codes are stored privately away from the usual device.
- The Support case contains the page, time, amount, reference, app, and visible error.
- No password, OTP, recovery code, or unnecessary bank detail was attached.
If something does not look right
Privacy and security is missing.
Use the password option available for your role, or ask Support which approved account-security route applies.
You cannot find a transaction reference.
Open Wallet, Transactions, History, Token history, or the original P2P conversation before writing the case.
Support has not answered yet.
Keep the case open and add only useful new facts. Opening duplicates can split the evidence and slow review.