How to Reset Security Verification

If you have lost access to your Google Authenticator app, phone number or registered email address, you can reset it per the following steps:

1. How to reset Google Verification

Please send a video application (≤ 27mb) from your registered email to [e-mail]. 

1) In the video you should hold the passport (or ID card) and a signature page. 

2) The signature page must include: account email address, date and "apply for unbinding the Google verification."

3) In the video you should state the reason for unbinding the Google verification.

After our Customer Support verifies the info and unbinds your previous code, you can rebind Google Authenticator to your account.

2. How to change phone number

Please send an email to [e-mail].

The email must include:

1) Your previous phone number

2) Country Code

3) Last four digits of your ID/Passport No.

After our Customer Support verifies the info and unbinds your previous phone number, you can bind a new phone number to your account.

3. How to change registered email address

Please send an email to [e-mail]. 

The email must include:

1) Photos of the front and back of your ID/Passport.

2) A selfie of yourself holding your ID/Passport and Signature.

3) Full screenshot of the [Account] page. On the page, please change the nickname to the new email address you want to use.

The Signature must include:

1) Previous registered email address

2) Date

3) BitMax.io

4) "Change the registered email address" and the reason

5) "Any potential asset losses caused by my change of registered email address have nothing to do with BitMax.io."

Our Customer Support will verify the info and then update the email address for you.

*Note: The new email address you provide must have NEVER been used for registration on the platform.