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Logins, passwords and data recovery
Posted by Olga P, Last modified by Olga P on 12 November 2018 07:40 AM

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  1. I can’t log in to my xBTCe personal area.
  2. It is required to enter a code when I try to log in. What is it?
  3. I forgot my e-mail and can't log in to My xBTCe. How can I recover it?
  4. I forgot my password for eWallet and can't log in to My xBTCe. How can I recover it?
  5. I forgot my PIN code. How can I recover it?
  6. I lost Trader Password, Investor Password or Phone password for my trading account. How can I recover it?
  7. How can I change the Trader password for a Cash account?
  8. How can I change my password for eWallet? (I remember my current one)?
  9. How can I change my PIN-code?
  10. What is the difference between the Trader’s password and the Investor’s password?

  1. I can’t log in to my xBTCe personal area.

    When you log in to xBTCe using your login and password (not social profiles), check if you type the correct information in the following fields:

    • Login – your e-mail registered with xBTCe;
    • PasswordxBTCe password. (Сase sensitive! Please, keep the lowercase and uppercase letters).

    When accessing My xBTCe area with social profiles, make sure you are successfully logged in to your Facebook/Google+/VK account.

    If this data is correct, most likely, you have set an IP filter in xBTCe when you logged in there last time. The IP filter allows to log in only from one and the same IP address. That’s a good security measure if you have a static IP address. But if your IP address is dynamic (or you are not sure about your IP address type), please, DO NOT type your IP address into the IP filter section! To switch off the IP filter, please, e-mail a request to .

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  2. It is required to enter a code when I try to log in. What is it?

    If you have entered the login and password correctly (or clicked on the social profile icon), and the system requires you to enter the code on the 2-Step Verification page, this means that was previously enabled on your account. Take the following steps to get access to your xBTCe account:

    Step 1. The time on the device running the Google Authenticator (GA) application might be inaccurate. Normally GA relies upon the device time to generate codes. The Android version provides the TimeSync feature for addressing an issue where the device time is significantly inaccurate. Configure the date and time on your device using the TimeSync feature and try to log in to My xBTCe with the generated one-time password once again.

    Step 2. You are now sure that the time set on your device is correct. If you saved one-time backup codes when enabling two-factor authentication, enter one of these codes in the Enter the code field and click Verify.  

    Step 3. If you have not saved one-time backup codes, submit a ticket to xBTCe with the request to disable 2FA for your account. Attach the following documents to the ticket:

    • ID (current valid passport or National identity card, Military ID card, Driving license or other valid ID with a photo);
    • Proof of Address (residence registration, utility bill or bank statement).

      We accept documents in the following formats: *.jpg (JPEG), *.gif, *.pdf, *.png. The size of each document must not exceed 20 Mb.

    Your request for disabling two-factor authentication will be processed within 24 hours. The next time you log in to My xBTCe you will not need to enter one-time password. We recommend you to increase the security of your xBTCe account using one of the suggested methods.

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  3. I forgot my e-mail and can't log in to My xBTCe. How can I recover it?

    To recover your eWallet E-mail (login) please take the following steps:

    1. Click Forgot password? in the login window.

    2. Choose Email from the 'Recovery for' drop-down list.

    3. Indicate any e-mail address you would like the recovery information to be sent to.
    4. Enter your Account Number.

      Note: If you do not remember your xBTCe eWallet number (eWallet), you may enter number of any of your trading account attached to your eWallet.
    5. Click Select File/Browse in the National ID field and choose your scan of the relative document on your computer (See document scan requirements).
    6. Click Select File/Browse in the Proof of Address field and choose your scan of the relative document on your computer (See document scan requirements).

    7. Indicate your phone number.

      Note: Make sure you indicated your phone number correctly. Probably xBTCe Support Service will need to contact you on the phone to confirm the Recovery process.
    8. Type your comments if necessary.

    9. Enter the Anti-spam code.

    10. Click Submit.

    Your Recovery request will be processed within 24 hours.

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  4. I forgot my password for eWallet and can't log in to My xBTCe. How can I recover it?

    To recover your eWallet Password please take the following steps:

    1. Click Forgot password? in the login window.

    2. Choose Password in the 'Recovery for' drop-down list.

    3. Enter you e-mail address registered with the xBTCe eWallet.

    4. Type the Anti-spam code and click Submit.

    5. Click the confirmation link in the e-mail you will receive in a few seconds. The link is active for 24 hours.

    6. You will be redirected to the password recovery page to generate or create new eWallet password. Click Save to complete the procedure.

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  5. I forgot my PIN code. How can I recover it?

    To recover your eWallet PIN code please follow these steps:

    1. Log in to your My xBTCe.

    2. Select Settings → Recovery in the main menu.

    3. Choose your eWallet from the drop-down list.

    4. Select PIN code in the 'Recovery for' drop-down list.

    5. Click Select Files/Browse in the National ID field and choose your scan of the relative document on your computer (See document scan requirements).

    6. Click Select Files/Browse in the Proof of Address field and choose your scan of the relative document on your computer (See document scan requirements).

    7. Indicate your phone number.

      Note: Make sure you indicated your phone number correctly. Probably xBTCe Support Service will need to contact you on the phone to confirm the Recovery process.
    8. Type your comments if necessary.

    9. Click Submit.

    10. Your PIN code recovery request will be processed within 24 hours. After that you will receive an email containing a confirmation link.

    11. Click the link to continue the recovery procedure. You will be redirected to My xBTCe personal area to get your new PIN code.

    12. After that you will receive one more email containing a confirmation link for PIN code activation. Be sure to confirm it to make your new PIN Code valid!

      Note: PIN code will be shown only once! Please, keep it in a safe place.

    In case your request is rejected you will receive an email with the admin's comment. Create a new recovery request following this comment.

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  6. I lost Trader Password, Investor Password or Phone password for my trading account. How can I recover it?

    To recover password for a trading account:

    1. Log in to My xBTCe.

    2. Select Settings → Account data recovery in the menu.

    3. In the Recovery for list, select the trading account and the password type (Trader, Investor or Phone password).

    4. Upload the scan of your National ID document (See document scan requirements).

    5. Upload the scan of your Proof of Address document (See document scan requirements).

    6. Type your comment if necessary, and then click Submit.

    You recovery request will be processed within 24 hours.

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  7. How can I change the Trader password for a Cash account?

    You can change the Trader password for a Cash account in the Desktop or Mobile TickTrader Terminal.

    To change the password in the Desktop TickTrader Terminal:

    1. In the menu, select File > Edit Account.

    2. Enter your current password and security code, and the click Log in.

    3. Click Change Password.

    4. Enter your new and old password, confirm the new password, and then click Modify.

    To change the password in the Mobile TickTrader Terminal:

    1. On the Accounts screen, tap More  (Android) or swipe left on the account (iOS), and then tap Edit Account .

    2. Enter your current password and security code, and the click Log in.

    3. Click Change Password.

    4. Enter your new and old password, confirm the new password, and then click Modify.

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  8. How can I change my password for eWallet? (I remember my current one)?

    To change your password, please take the following steps:

    1. Log in to your xBTCe with your e-mail and xBTCe password.

    2. Select Settings → Change Password in the main menu.

    3. Fill in the form and click Change.

    Your eWallet Password will be changed just after you click the Change button.

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  9. How can I change my PIN-code?

    To get a new PIN take the following steps:

    1. Log in to your xBTCe with your e-mail and xBTCe password.

    2. Select Settings→ Pin Code in the main menu.

    3. Fill in the form and click Change.

    Your eWallet PIN code will be changed just after you click the Change button.

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  10. What is the difference between the Trader’s password and the Investor’s password?

    When you register a trading account, you get 2 passwords:

    • Trader Password: Used to log in to the trading platform for trading.
    • Investor Password: Read-only password that doesn't allow you to trade. You will be able to see the state of the account (balance, profit, loss, open positions, the account history, etc.), but you won’t be able to trade or change any settings.

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