If you are an enterprise account user and need to unbind your Google Authenticator, phone number, or email address, please note that such requests can only be processed by submitting a ticket or sending an email to [[email protected]]().
1. Required Information for Request
Please make sure to include all of the following information when submitting your ticket or email:
- Account Information : UID / Username / Registered email address
- Registration Location : City entered during registration
- Bound Information : Bound phone number and email address (if applicable)
- Recent Transaction History : At least three cryptocurrencies you've recently traded
- Withdrawal Record : Date and token of your most recent withdrawal
- Proof of Account Fund Source
- Identity and Authorization Video : A video recorded by the authorized account operator, in which they must hold their ID card, an authorization letter, and a handwritten note that includes the account UID or username, the current date, and the purpose of the request (e.g., unbinding phone number). The video must be in MP4 or MOV format
Sample reference photos:
2. Notes
- If you can still access your account, you may submit your request via either method. If you cannot log in (visitor mode), we recommend submitting your request via email.
- Ensure all submitted information is accurate and valid. The video must be clear and fully demonstrate the required elements.
- The video is mandatory . The image provided is only a format reference and cannot replace the video.
- Please make sure the handwritten note includes the correct details for the specific security item you wish to unbind.
- After sending your email, you will receive an acknowledgment containing a ticket reference number. This confirms your request has been received. We will verify the information and notify you by email once the unbinding process is complete.
- For security reasons, withdrawal and P2P sell functions will be temporarily disabled for 24 hours after binding or unbinding any security item. Please refer to on-screen notifications for details.
