M1
I am logged in, but still can not change my pwd. When and how will I be able to change it?
🔥Attention! 🔥
Dear users and partners,
Due to numerous questions about the account recovery, the BTC-Alpha team decided to collect all the answers to common questions in one place to speed up the process of resuming work with the exchange.
1) What if I can't log in to my account using 2FA?
If you are having difficulty entering with a two-factor token, the main reason may be the wrong time. You probably know that there may be different time zones even in one country. But you don't need to set the server time. Your local time is based on the so-called universal time (UTC) and the offset of the time zone. The token manager programs are smart enough to use UTC. At the same time, our servers use UTC too. All you need to do is to keep your local time on your phone accurate for your time zone.
Use the "Time Synchronization for Codes" option in your Google Authenticator or 2FA Alp app on your smartphone.
Clear browser cookies and cache files.
If you find it impossible to log in at the stage of a 2FA connection, try using another application, for example, not "Google Authenticator", but "2FA Alp Authenticator" and vice versa.
2) Why can't I withdraw my funds after 6 hours from the moment I received the letter?
As a security measure, we systematically execute the withdrawal of funds. First, we support the withdrawal of USD. After that, we are gradually taking into consideration the applications for the withdrawal of the other currencies. All applications will be necessarily confirmed within some time if the user has followed all the necessary instructions for account recovery and withdrawal, as well as his actions on the site are not a potential threat to the security of the platform.
3) When will the deposits created before the hack be credited?
All non-credited deposits will be processed after deposits launch on the platform. Also, please note that wallets may be changed for security reasons. If the transaction was sent to the old wallet, then after the start of deposits, the funds will be credited to the new account.
4) How to go through verification and video call to confirm the withdrawal of funds?
Verification is necessary for additional protection of your funds, and a video call is a necessary measure to prevent intruders from withdrawing your funds.
Make sure of the good quality of your photo, which you’ve sent during verification. The information on the photo must be readable, and the info filled in all the required fields has to be correct. Application processing time will take from 30 minutes to several hours.
The video call will look like a short interview. You’ll have to answer a few questions and show the documents that you’ve sent for verification. The call itself will take not more than 30-60 seconds. Check your microphone and camera connection, and give the call-application access to them.
Thank you for staying with us!
We hope this information will help you to resume normal work with the platform as soon as possible!
Sincerely,
BTC-Alpha Team
