If you have an Individual Account on Freedx and lost access to your 2FA, please follow the steps below to submit a 2FA reset request.
1. Preparation
Please prepare the following requirements:
- ID Document: The same ID used for your account verification.
- Transaction Details: Records of your deposits from the last 3 months (including TXID/TxHash, amount, and specific coin/token).
- Common Device: The device you typically use to log in to Freedx.
- Selfie with Statement: Take a selfie holding your ID and a paper with the following handwritten statement:
"I am (your full name), and I am requesting to remove my 2FA. Freedx Exchange. Today's date: DD / MM / YY."
- Email Access: Ensure you can access your Freedx registered email address.
2. Submit a form
Once ready, submit your request through our Self-Service Form:
- Select 2FA Reset as the Request Type.
- Enter all information as required.
- Upload a clear photo of your selfie.
- Click Submit.
After receiving your request, our team will review and assist with the reset as soon as possible if the information provided is correct.
Important Note:
Please ensure that all the provided information is correct. Failure to provide accurate details will result in a request to resubmit.
In some cases, our compliance team may request additional information or clarification. If so, we’ll reach out to you directly with next steps.
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