I am a verified user but I can’t log in.
The several reasons why you are unable to log in are:
- You may have login with a different email address. Ensure you log in with the email that you used to sign up with Tokenize.
- You might have forgotten your password. You can reset your password by following the steps in this guide.
- Are you logging in from a different IP address? No worries, you can still log in by following the steps in this guide.
What if I forgot my password?
Click on “Forgot Your Password?” located at the login page and follow the instructions on the next page. Tokenize Xchange will send a password reset to the email you used to sign up. Here is a guide for you.
What is two-factor authentication? How do I enable it?
Two-factor authentication (or “2FA”) is a secondary security measure meant to verify your identity before login. Tokenize Xchange encourages users to enable the 2FA to ensure that your account stays protected.
You may refer to the guide here to enable the 2FA.
I am unable to log in to 2FA because I have forgotten my Secret Key.
We strongly encourage you to back up your Secret Key. To locate your Secret Key, go to Settings from your dashboard and click on Two Factor Authentication.
I have lost the authenticator code. How can I reset 2FA?
Resetting your two-factor authentication requires opening a support ticket and may take up to 7 days.
2FA code is generated every 30 seconds, by Authenticator Apps, the example is Google Authenticator.
However, if you lose access to your registered authenticator, please send a selfie photo to email@example.com with below requirements:
1) holding NRIC/passport with a clear view of yourself
2) holding a paper "Tokenize, (today's date), reset 2fa".
How secured and regulated is Tokenize Xchange?
Security is our topmost priority. We have implemented a few layers of security enhancement to reduce the risk of our platform being hacked or misused. We partner with reputable technology and compliance service providers to enhance the security level of our platform.
We also perform identity verification on all users before they can start trading on Tokenize Xchange. This is to comply with existing rules on Know-Your-Customer (KYC), Anti-Money Laundering and Countering Terrorism Financing (AML/CTF) set out by the Securities Commission of Malaysia (SC)
Will there be any risk that Tokenize’s bank account gets clampdown? And so, what will happen to our money?
You can have our assurance that your money with us is and will not be used for unlawful purposes. We have a contingency plan in place to ensure all user will be able to safely withdraw their deposits in the event of an unpreventable clampdown of our bank account.
What happen to my account if I got blacklisted or declared bankruptcy during the investment of digital asset?
Our Compliance department will study the reports produced by Experian on the bankruptcy and will advise the board of directors, decision will be made, and the customer will be informed.
How to disable or terminate my account on Tokenize?
Please create a ticket with our support group at firstname.lastname@example.org
You may go to Step 2 in here for a guide on how to disable your Tokenize Account.
Or Email us at: email@example.com
I’ve lost access to my Tokenize account, what now?