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

How to Reset Password for a Trakx Corporate account

Accepted Answer

Forgotten Password BUT STILL have your 2FA

If you have forgotten your Trakx password but still have working 2FA (i.e. Your 2FA device can still generate codes without issue), Trakx provides the ability to reset 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 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.
Official document of the company that entails identities of all directors and shareholders that hold more than 25% shares.
ID selfie of all directors and shareholders that are present on said official document.

Requirements for selfie:

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

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 vi

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

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

Question 5

Can I deposit from a business account?

Accepted Answer

Please note that as per our policy, we cannot accept a deposit from a corporate method of payment into a personal account. We can, however, offer you the option to open a corporate trading account.

Question 6

IMPORTANT information when depositing USDC to your Trakx account

Accepted Answer

Please take note of the following IMPORTANT information when depositing USDC:

Wallet addresses can change from time to time. Please review your wallet address before making a new deposit.
Note that withdrawal service is available for approved accounts only.
The address is not allowed to deposit other assets other than USDC, and any other asset deposit will not be recovered.
Please note: Trakx supports USDC ERC20 on Ethereum only and DO NOT support other networks.
The deposit transaction will be automatic, and the USDC transfer will need to be confirmed by the network. After confirmation, your USDC will be automatically deposited to your Trakx account.

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