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Losing access to multiple security items, such as your email address, phone number, or Google Authenticator, can be inconvenient. XT provides a structured recovery process to help you reset these security items and regain access to your account securely.
Reset Security Items
1. When prompted to enter a verification code, tap [Verification Unavailable?].
2. You will be redirected to the Reset Security Verification page, where you can select the specific security item(s) you wish to reset.
3. Complete the required security verification as instructed.
4. Enter the new security verification information and proceed with verification.
5. Upload Supporting Documents:
- 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).
- 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.
6. Tap [Submit] to finalize the request.
7. 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.
Important: For security reasons, withdrawals and P2P trading will be temporarily disabled for 24 hours after your security items have been successfully reset. These restrictions will be lifted automatically.
Frequently Asked Questions (FAQs)
1. When should I use the security verification reset process?
You should use this process if you know your correct login credentials but are unable to complete the verification process because you no longer have access to one or more security items, such as your email address, phone number, or Google Authenticator.
2. Can I reset multiple security items at the same time?
Yes. You can reset multiple security items at the same time during the process.
3. What documents are required for verification?
You are required to provide a selfie holding a government‑issued ID and a handwritten note. If you have previously made a deposit, deposit history may also be required for verification.
4. How long does the review process take?
The review process typically takes 1–3 business days, depending on the complexity of the case.
5. How will I receive updates on my request?
Updates will be sent to the contact method (email or SMS) you provided during the recovery process.
6. Can I cancel or modify my request after submission?
Once submitted, requests cannot be modified or cancelled. If the submitted information or documents do not meet the requirements, the request may be rejected and you will need to resubmit a new request.
7. What happens if my request is rejected?
If your request is rejected due to incomplete or incorrect information or documents, you will be informed of what is missing or required. You can then submit a new request with the correct and complete information to proceed with the reset.