FAQ

Account, security, and verification

How do I update my authenticator app?
Published on Aug 1, 2024Updated on Oct 15, 2025127
How do I reset my Two-factor authentication (2FA)?
Published on Sep 15, 2023Updated on Oct 15, 202513
How do I complete the required tasks shown in the app?
Published on Jul 3, 2025Updated on Jul 10, 202530
Why did my identity verification fail?
Published on Aug 8, 2024Updated on Oct 15, 202539
My phone isn't working, what should I do?
Published on Aug 1, 2024Updated on Apr 21, 20257
Know Your Business (KYB) FAQ
Published on Jan 29, 2025Updated on Sep 27, 202528
How do I know if anti-money laundering (AML) program questionnaire is needed for my verification?
Published on Dec 12, 2024Updated on Oct 15, 202573
How long does it take to complete my identity verification?
Published on Sep 4, 2024Updated on Nov 17, 20257
How do I verify my identity with ID and selfie photos?
Published on Sep 4, 2024Updated on Nov 17, 202539
How do I join a video call with customer support?
Published on Aug 26, 2025Updated on Oct 27, 202535
How do I create passkeys? (web)
Published on Jan 19, 2025Updated on Nov 17, 20252
Beneficial Ownership FAQ
Published on Oct 10, 2024Updated on Dec 1, 20256
How do I fix errors when submitting my institutional verification?
Published on Oct 10, 2024Updated on Oct 8, 202560
How do I submit my proof of address (POA) in Saudi Arabia?
Published on Jun 12, 2024Updated on Nov 7, 2025173
What attestation do we need to agree to when verifying as an institutional customer?
Published on Feb 5, 2024Updated on Oct 8, 2025131

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