Account Troubleshooting

How to Deal with Verification Email Not Received?

Common Reasons for Not Receiving Verification Email

1. Email Service Issues

• Delays from the email provider.
• Spam or junk filtering settings.

2. Device or Account Settings

• Full inbox blocking new emails.
• Sender address not whitelisted.

3. Network or Service Limitations

• Unstable or weak internet connection.
• Regional restrictions or blocked email services.

How to Resolve Verification Email Not Received?

1. Check Your Spam or Junk Folder

• Search for the verification email in your spam or junk folder.
• Use keywords like "CoinCatch" or "Verification" to locate the email.

2. Email Filtering Rules

• Review your email filtering settings to identify and modify any settings that might be causing the email to be filtered or blocked. Adjust these settings if necessary.

3. Confirm Email Inbox Capacity

• Verify that your email inbox is not full, which can block incoming emails.

4. Resend the Verification Email

• Click the Resend button every 120 seconds, up to 3 times. Each resend uses a different email vendor, increasing the chances of successful delivery.

5. Switch Network Connections

• If you are accessing your email on a mobile device and experiencing issues, try switching from Wi-Fi to mobile data or from 5G to 4G for a more stable connection.

6. Use a Different Browser

• If the problem persists, try requesting the verification email using another browser.

7. Contact CoinCatch Support

• If you’ve followed all the steps and still cannot receive the verification email, please contact CoinCatch support team with your account details for resolution.

Tips to Avoid Future Email Issues

• Use a reliable email provider: We recommend using Gmail or similar services.
• Keep your email updated: Regularly verify that your email is active and accessible.
• Enable two-factor authentication (2FA): Enhance your account security with 2FA.

How to Deal with Verification SMS Not Received?

Common Reasons for Not Receiving Verification SMS

1. Network or Carrier Issues

• Weak or unstable signal.
• SMS delivery may be disrupted if you are in an area with roaming network conditions.

2. Device Settings

• SMS blocking or spam filters are enabled.
• Insufficient storage space for new messages.

3. Account or Service Limitations

• Insufficient account balance for receiving international SMS.
• Regional restrictions or unsupported carriers.

How to Resolve Verification SMS Not Received

1. Ensure Strong Mobile Signal

• Check your mobile device for signal strength.
• If you’re in a roaming area, SMS delivery may be affected. Confirm your phone is connected to a local network to avoid disruptions.

2. Use the Resend Option

• Click on the [Resend] button every 120 seconds, up to 3 times.
• Each resend attempt may use a different SMS vendor, increasing delivery chances.

3. Disable Blocking Features or Apps

• Turn off antivirus software, firewall apps, or Do Not Disturb (DND) mode that might block CoinCatch’s SMS.
• Disable call or message blocking apps.

4. Free Up Storage Space

• Ensure your device has enough storage for incoming messages.
• If your storage is full, delete unnecessary files or apps to make room.

5. Restart Your Mobile Device

• Restarting can refresh the connection and resolve temporary issues.

6. Try an Alternate Device

• Request the verification code on a different mobile device to rule out hardware issues.

7. Check for Additional Requirements

• For international SMS services, ensure you have sufficient account balance, as some services charge for incoming messages.

8. Contact CoinCatch Support

• If you’ve followed all the steps and still cannot receive the verification email, please contact CoinCatch support team with your account details for resolution.

Tips to Avoid Future SMS Issues

• Ensure a strong mobile signal: Always check that your device has a stable connection before requesting SMS.
• Keep your phone number updated: Verify that your phone number is correct and linked to your CoinCatch account.
• Enable alternative verification methods: Set up Google Authenticator or email verification as a backup to SMS.

How to Reset Security Items When Multiple Security Items Are Lost?

Step 1: Initiate the Recovery Process

1. Access the Self-Service Section

• Navigate to the Self-Service Section on the CoinCatch Support page.
• Select Reset 2FA and choose the specific security item you wish to reset.

2. Answer Security Questions

• Location: The geographical location where you last accessed your account.
• Device: Specify if you logged in via mobile or desktop.

3. Provide Account Activity Details

• Assets Information: List the assets you currently own in your account and identify the assets you’ve marked as favorites.
• Trading History: Describe the types of trades you’ve performed on the platform, such as spot trading, futures trading, or copy trading.

4. Upload Supporting Documents

• Submit a clear photo of your identity document: Ensure all details on your ID are visible.
• Upload a selfie holding your ID: Hold the ID next to your face and ensure both your face and the ID are clearly visible in the frame.
• If you’ve previously made a deposit: Provide withdrawal records, including the exact currency, amount withdrawn, and the withdrawal date. Obtain these details by logging in to the withdrawal platform and accessing the transaction history. Screenshots of deposit records are not accepted.

5. Submit Your Request

• Enter the new 2FA you wish to set up.
• Click Reset to finalize the process.

Step 2: Wait for Verification

• CoinCatch’s support team will review your details and documents.
• The process typically takes 1-3 business days, depending on the complexity of your case.
• Updates will be sent to the contact method you provided during the recovery process.

Tips to Prevent Future Issues

• Backup 2FA Codes: Store recovery codes for your Google Authenticator in a secure location.
• Regularly Update Information: Keep your email and phone number up to date.
• Enable Extra Security Measures: Use anti-phishing codes and monitor your account activity.

How to Recover Your CoinCatch Account After Losing Access?

Things to note before you start

• This account recovery process is for users who forgot their verification methods and can no longer access their account.
• If you’re recovering two or more methods, a live verification or live video verification may be required.
• Withdrawals and other functions will be disabled for 24 hours once recovery is completed.

How to recover your CoinCatch account

Step 1: Start self-service recovery

1. Tap the Customer Support Icon in the bottom-right corner.
2. Find Self-service and locate the Account section.
3. Select Account recovery.

1. Tap the Customer Support Icon in the top-right corner.
2. Find Self-service and locate the Account section.
3. Select Account recovery.

Step 2: Choose the verification method(s) to recover

1. Enter your Registered Email Address or Mobile Phone Number.
2. Select which method(s) you’ve lost access to:

• Email
• Phone number
• Google Authenticator

1. You can choose one or multiple options.
2. If you select two or more, a live verification or live video verification may be required.

Step 3: Confirm your account details

1. Fill in the account-related questions, including your last login and reason for application.
2. Press Continue after completing the form.

Step 4: Submit verification documents

1. Upload your deposit record (if any).

• Deposit records must be submitted as videos only.
• Only MP4 video files up to 20MB are supported.

1. Upload your identification documents (front and back of your ID or passport).
2. Upload your selfie holding the ID.

• Once submitted, our team will verify your request.
• You’ll receive a notification once there’s an update.

How to Record a Verification Video?

Before recording, make sure you:

• Have good lighting and a tidy background for clear visibility.
• Use a device with a camera (e.g., smartphone).
• Keep your valid ID document ready.

How to Record a Verification Video

Part 1: Record the front and back of your ID

1. Position the camera to clearly capture the front of your ID.
2. Hold it steady for a few seconds.
3. Flip the ID over and record the back for a few seconds.

Part 2: Record your face while holding the ID

1. Switch to selfie mode or use a front-facing camera.
2. Hold your ID next to your face, ensuring both are fully visible.
3. Keep the ID steady and do not cover your face.

Common Verification Video Issues and Solutions

1. Unable to switch cameras while recording

• Use screen recording, then turn on your camera.
• Record the front and back of the ID first, then record your face with the ID in hand.
• Capture both parts in a single video before submission.

2. Recorded video is not continuous

• Plan the recording sequence in advance to ensure a smooth recording.

3. Video files are too large to send

• Upload the video to the cloud and generate a sharing link.
• Ensure the sharing permissions are set so that customer service can access the link