How to reset my Password?

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 [email protected] 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 2021-MM-DD" (with today's date).
The note must be handwritten and original (not photocopied).

Important Note:

When you reset the password, your Trakx account will enter a 24 hour cooling period. The cooling period is designed to protect Trakx clients from potential threats. Cooling periods prohibit users from:

Withdrawing funds
Resetting password
Changing email
Changing 2FA

USDC deposits are still available within the cooling period.

Updated on: 13/07/2022