[Estimated reading time: 3 minutes]
This article explains the account recovery process for users who have forgotten their verification methods and can no longer access their account.
Recover XT account via the app
1. On the login screen, enter your registered email address or mobile number, then tap [Next].
2. On the password entry screen, tap [Forgot Password?] to go to the password reset page.
3. Enter your registered email address or mobile number again.
4. Tap [Next] and solve the captcha puzzle to verify you are not a robot.
5. If you no longer have access to your verification methods, tap [Verification Unavailable?].
6. You will be redirected to the Reset Security Verification page, where you can select the specific security item(s) you wish to reset.
7. Complete the required security verification as instructed.
8. Enter the new security verification information and proceed with verification.
9. Upload Supporting Documents:
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Selfie with ID and handwritten note: Upload a clear photo of yourself holding your identification document next to your face and a handwritten note. Ensure that your face, the ID details, and the note are all clearly visible in the same image. The handwritten note should include “XT + current date + your signature” (for example: XT, 2025/01/27, Annie Oakley)
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Deposit Records (if applicable): If you have previously deposited funds into your XT account, provide screenshots showing the withdrawal transaction from the external platform/wallet to XT. The screenshots should clearly display the currency, amount, destination address (XT), and transaction date. These details can be obtained from the transaction or withdrawal history of the external platform.
- Note: All files must be in PNG, JPG, or JPEG format, with a maximum file size of 5MB per image.
10. Tap [Submit] to finalize the request.
11. After submission, XT’s support team will review your information and documents. The review process typically takes 1–3 business days, depending on the complexity of the case. Updates will be sent to the contact method (email or SMS) provided during the recovery process.
Note: Once your verification methods have been successfully disabled or updated, return to the Forgot Password page to reset your password using your new verification methods.
Important: For security reasons, withdrawals and P2P trading will be temporarily disabled for 24 hours after account recovery. These restrictions will be lifted automatically.
Frequently Asked Questions (FAQs)
1. When should I use the account recovery process?
You should use the account recovery process if you are unable to log in and cannot complete the required security verification because you no longer have access to one or more verification methods (such as your email address, phone number, or Google Authenticator).
2. What if I lost all verification methods?
The recovery process is designed for situations where you no longer have access to one or more verification methods. You can select multiple methods to recover (such as your email address, phone number, or Google Authenticator).
3. How long does recovery take?
The review usually takes 1–3 business days, depending on the complexity of the case and the accuracy of the information provided. If you do not receive any updates within this timeframe, please contact our customer support team for assistance.
4. Can I speed up the review process?
Providing accurate and complete information will help speed up the review process. However, the review timeline may vary depending on the complexity of the case.
5. Why are withdrawals and P2P trading disabled after account recovery?
To protect your assets, withdrawals and P2P trading are temporarily disabled for 24 hours after account recovery. This security measure is automatically lifted once the restriction period ends.
6. Will I receive a notification after the account recovery review is completed?
Yes. Updates will be sent to the email address or phone number you provide during the recovery process.
7. Why do I need to upload a selfie with an ID and handwritten note?
This step helps verify your identity and protect your account from unauthorized access. The handwritten note confirms that the request is recent and initiated by the account owner.