If you can't log in, or your account was hacked or locked, you can now submit a recovery request yourself on the login page. There is no need to send an email.
🔑 Start From the Login Page
On the login page, click Can't log in? below the password field.
On the "Trouble signing in?" screen, choose the option that matches your situation:
Account was hacked: someone changed your password, email or phone.
I can't access my account: you can't log in, for example you lost your email, phone or 2FA, or you're not sure which one you used.
🕵️ Account Was Hacked
Select Account was hacked, then click Recover my account.
Follow the instructions to upload your documents and complete email verification.
After you submit, a Ticket ID (TID) appears on your screen. Please keep it.
🚫 I Can't Access My Account
Select I can't access my account.
On the "Can't access your account?" screen, click Recover my account.
Follow the on-screen instructions to verify your identity and submit your request.
🔍 Checking Your Request Status
All requests are subject to review. To check the status of a request you already submitted:
On the login page, click Can't log in?, then select I can't access my account.
Click Check recovery status.
You can also contact our support team and share your Ticket ID.
💬 Need Further Help?
Our support team is available 24/7 to assist you. Please have your Ticket ID ready when you contact us.