Question 1

Compatible 2FA Applications

Accepted Answer

A two-factor authentication, also known as 2FA, is a layer of additional security for your Trakx account. We recommend enabling 2FA to safeguard your Trakx account against cyberattacks and prevent unauthorized access.

In this article, we have mentioned some of the most common mobile apps and web browser extensions that can enable you to secure your Trakx account using the 2FA mechanism. In addition to the following options, you can make use of any services that allow users to generate a unique time-sensitive security code following the Time-based One-time Password (TOTP) protocol to secure their Trakx account.

Mobile apps

Google Authenticator

Microsoft Authenticator

Authy

LastPass

Web browser extensions

LastPass

Authenticator

TypingDNA Authenticator

Note: Trakx users are required to use these apps and web browser extensions after they set up two-factor authentication.

Question 2

What does the status of my withdrawal request mean?

Accepted Answer

When you make a USDC withdrawal on Trakx, your request will show multiple statuses in the process.

When logged in, navigate to the withdrawal screen, under status, you will see one of the following:

Pending: Your withdrawal request has been received and the withdrawal amount has not yet been deducted from your balance.
Processing: Your withdrawal request has been approved and the amount deducted from your balance.
Processed: Your withdrawal request has been processed and the balance has been sent to your crypto withdrawal address.
Cancelled: Your withdrawal request has been cancelled, for example if the confirmation link expired.
Reverted: Your withdrawal was deducted from your balance during processing, but has now been returned to your account.

Have any questions on your withdrawal status? Please contact Customer Support via Live Chat or email us at support@trakx.io .

Question 3

Can I use Trakx in my country?

Accepted Answer

Trakx maintains a list of unsupported countries in accordance with its internal AML/KYC policies that take guidance from global ML/TF bodies such as FATF, as well as sanction lists published by relevant regulatory bodies such as OFAC.

Currently, Trakx supports all countries except the following:

Afghanistan
Albania
American Samoa
Angola
Bangladesh
Barbados
Belarus
Benin
Botswana
Burundi
Cambodia
Chad
Central African Republic
Congo (Democratic Republic)
Congo (Republic of Congo)
Cuba
Democratic People's Republic of Korea (DPRK)
Democratic Republic of the Congo
Ethiopia
Eritrea
Equatorial Guniea
Ghana
Guam
Guatemala
Guinea-Bissau
Haiti
Honduras
Iran
Iraq
Jamaica
Madagascar
Mauritius
Mongolia
Myanmar
North Korea
Nicaragua
Nigeria
Northern Mariana Islands (MP)
Pakistan
Panama
Puerto Rico
Somalia
South Sudan
Sudan
Syria
Tajikistan
Uganda
United States of America
Uzbekistan
Venezuela
Virgin islands
Yemen
Zimbabwe

This list is updated from time to time in acco

Question 4

Verify (KYC) your Trakx corporate account

Accepted Answer

Trakx corporate account owners will need to fill and e-sign the following Corporate Account form to get their account approved and have access to full exchange services.

After submitting the form, a dedicated Corporate KYC representative will be assigned to your case and guide you through the whole verification process.

Question 5

How do I deposit by credit/debit card?

Accepted Answer

To deposit funds using credit/debit card, please follow the steps below:

Log in to your account
Go to the “Assets” section
Click on the “Deposit by Credit Card” button
Complete details on the screen
Press “Deposit” button.

If your request is not approved for any reason, you will be notified via email.

Question 6

How to reset my Password?

Accepted Answer

Forgotten Password BUT STILL have your 2FA

If you have forgotten your Trakx password but still have a working 2FA (i.e. Your 2FA device can still generate codes without issue), Trakx provides the ability to reset the password yourself.

Follow these simple steps:

Click Forgot Password on the Sign-In screen of Trakx.
Enter your Trakx email address and a 2FA code from your 2FA device.
Click Send Token to receive a security token via email.
Follow the instructions in the email to proceed.

Forgotten Password BUT DO NOT have your 2FA

If you do not have a working 2FA, drop us a message at support@trakx.io and we will assist.

For security purposes, you will be asked to provide the following:

Your Trakx account email address.
Selfie of you, holding both your identity document and a handwritten note detailing your request.

Requirements for a selfie:

Please use a light, neutral background.
Please look straight at the camera.
Selfies must be in colour.

Requirements for identity document:

Identity documents can be national ID, international passport or driving license.
Identity documents must be original (not photocopied).
Identity documents should be in characters of the Latin alphabet.
Information on the document must be clearly visible.

Requirements for handwritten note:

The note must contain a reference to Trakx and the time/date of your request, for example, "Trakx I want to reset my password

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