What do I do if I lose access to my crypto exchange account?

Before attempting recovery, prevent any unauthorized activity:

• Visit the login page and use the “Freeze Account” option if available.
• Contact support instantly — our Chatref-powered AI agent can trigger an account lock via a custom action straight from the chat widget.
• Check your registered email for any security alerts and follow the provided links.

If you still have partial access (for example, you’re logged in on a mobile app), open the security settings and begin the password reset or 2FA update from there. The AI agent can surface the exact steps from our knowledge base without you needing to search.

The password reset process is the fastest recovery route, provided your email is still accessible.

1. Click “Forgot password” on the login screen.
2. Enter your registered email address.
3. A reset link will be sent to that email. If you don’t see it within 5 minutes, check spam and any filters.
4. Create a new strong password — the AI agent can suggest a compliant format based on our rules.

If the email doesn’t arrive or you no longer have access to that inbox, you’ll need identity verification (see below). Avoid repeating reset requests; each new send invalidates the previous link. Our AI agents can confirm whether a reset is in progress by checking your ticket status, so you don’t have to guess.

2FA loss is the most common recovery scenario. The steps depend on your configured backup methods:

• Backup codes (preferred): Use one of the single-use codes saved during initial 2FA setup. The AI agent can validate a code via a secure custom action within the chat, instantly disabling 2FA after confirmation.
• Authenticator app migration: If you changed phones and the app data didn’t transfer, check the app’s backup settings (e.g., Google Authenticator on Android often restores with account backups). The AI agent can link you to app-specific guides from our knowledge base.
• SMS or secondary email: If you had a backup phone number or email, request a 2FA removal code there. Our agent can initiate that request through a custom action after verifying your identity.
• No backups available: You must complete full identity verification. The agent will escort you through the required steps and document collection.

When no other recovery method works, identity verification becomes mandatory. This ensures your account isn’t released to an impostor. The custom-actions capability lets you upload documents and complete the entire process without leaving the chat.

Documents typically required:

• Government-issued photo ID (passport, driver’s license, or national ID card).
• A live selfie holding that ID and a handwritten note with the current date and “Account recovery.”
• Proof of address only if the ID lacks a current address (utility bill or bank statement, dated within 3 months).

The AI agent will guide you through each step, check image quality in real time, and report any rejection reasons. Once submitted, you’ll receive a verification code to track progress. Our team reviews within the promised timeline.

After documents are accepted:

1. A recovery specialist reviews the submission (typically within 1-3 business days, excluding weekends and holidays).
2. You’ll be notified by email and in the chat. The AI agent can give real-time status updates — just ask “What’s my recovery status?”
3. Upon approval, you’ll receive a temporary password and instructions to set your own credentials and re-enable 2FA. Use this window to secure your account with new backup codes and verify your contact methods.

Chatref’s AI agents close the loop: they’ll prompt you to confirm all access is restored, and if anything remains blocked, they escalate to a human specialist with the full conversation context.

How to recover a crypto exchange account without phone access?

If you’ve lost your phone number, initiate a standard password reset (if email still works) or file an account recovery request. You’ll need to complete identity verification, submitting a government ID and a selfie. During the process, our AI agent can accept those documents securely through a custom action and provide status updates — no phone is required.

What documents are needed for account recovery?

You’ll need a valid government-issued photo ID, a live selfie holding that ID plus a handwritten note with the date and “Account recovery,” and occasionally a proof of address (utility bill or bank statement from the last three months). The AI agent checks for correct formats before submission, reducing rejections.

How long does account recovery typically take?

Most recoveries are completed within 1-3 business days after we receive a complete set of documents. If additional verification is needed, it may extend to 5 business days. You can monitor your ticket’s status anytime by asking the support AI agent — it pulls real-time information from our system.