If you have lost access to your Google Authenticator app, phone number or registered email address, you can reset it per the following steps:
1. How to reset Google Verification
Please log into the official website of AscendEX and click on [Contact Us] on the bottom right of the page to submit the following information for unbinding your Google Authenticator.
Please upload a video (<27mb) of you holding the following items (fully in frame):
1) Your verified ID card or passport
2) A signature page containing
a) Your Email Address
b) The Current Date
c) What Tokens do you have in your current account?
d) Have you ever made any deposits to your account? If so what currency, how much, and when were the last three (3) deposits?
e) Have you ever made any withdrawals? If so what currency, how much, and when were the last three (3) withdrawals?
Kindly reminder: The withdrawal function will be disabled for 24 hours after unbinding the Google Authenticator. Please make ready in advance. We suggest you make a backup copy of your private key to the authenticator in case of events that you cannot log in to your account over Google Authenticator issues.
After our Customer Support verifies the info and unbinds your previous code, you can rebind Google Authenticator to your account.
2. How to change phone number
Please log into the official website of AscendEX and click on [Contact Us] on the bottom right of the page to submit your email addresses, specify your problems and offer the information as below:
i. For KYC-verified users
Please provide the photos of the front and back of your ID document used for identity authentication. After verification, we will help you apply for unbinding your mobile phone number.
ii. For non-KYC verified users
Please provide your email address and the information listed below to unbind your phone number:
1. The phone number you are currently binding your account to and the country code of the phone number
2. Please choose two of the following three questions to answer
a、What tokens do you have in your current account?
b、Have you ever made any deposits to your account? If so, what currency, how much, and when were the last 3 deposits?
c、Have you ever made any withdrawals? When were the last 3 withdrawals made?
Kindly reminder: The withdrawal function will be disabled for 24 hours after unbinding your phone. Please make ready in advance.
Please make sure the photos are clear and the content is legible
After our Customer Support verifies the info and unbinds your previous phone number, you can bind a new phone number to your account.
3. How to change registered email address
Please log into the official website of AscendEX and click on [Contact Us] on the bottom right of the page to submit the following information:
1. The photos of the front and back of your ID used for identity authentication
2. A selfie photo holding the ID and a piece of personal signature paper.The personal signature paper should include:
a) The original email used to register for an account.
b) The date.
c) The new account email and the explanation for the change.
d) “AscendEX will not be held accountable for any asset loss caused by the change of my account email” should be written on the page.
3. Please answer the following three questions
a) What tokens do you have in your current account?
b) Have you ever made any deposits to your account? If so, what currency, how much, and when were the last 3 deposits?
c) Have you ever made any withdrawals? When were the last 3 withdrawals made?
4. We will send a notification email to your old email address to ensure your account security. Your email address will be updated after 5 workdays if there is no abnormality.
Kindly reminder: The withdrawal function will be disabled for 24 hours after changing your mail address. Please make ready in advance.
After our Customer Support verifies the info and unbinds your previous email address, you can bind a new one to your account.
*Note: The new email address you provide must have NEVER been used for registration on the platform.