How can we help?

Frequently asked questions

I lost/broke my phone and can no longer retrieve my 2FA code to login. What do I do?

As a preventative measure, the first thing we recommend to all users who set up 2FA is to go to Account -> Settings. Under "2 Factor Authentication", click the "Show Secret Key" link. Once you enter your 2FA code, you should see your secret 2FA key. Copy that key and save it somewhere secure. Having the secret key on hand will allow you to move your 2FA to another device without any issues.

If, however, you lost access to your 2FA device without saving your key and want to regain access to your account, the ATAIX team will have to manually verify your identity for security reasons. For this purpose, ATAIX will ask that you send the following in an email to [email protected]:

- Registration Date

- Full Name

- Country of Residence

- Phone Number

- Government Issued ID

- Last deposited currency and amount

- Last login date and time

The support team should review your case and get back to you within a working day.

What is 2 factor authentication?

Once you create an ATAIX account, you will be given the option to enable 2 factor authentication. There are three ways to enable 2FA: you can do it right away when you create your account; if you skip it while creating it your account, you will still be prompted to do it every time you log in; and if you want to enable or disable it manually, you can do so under the “Security and login” section of your settings.

2FA is used as an extra layer of security to ensure nobody has access to your account. It works with the application “Google Authenticator” (available on Google Play and the App Store) which generates a unique code only available on your mobile device every 30 seconds. Whenever you log into ATAIX, you will need to open Google Authenticator on your device and type the code from your device into ATAIX in order to log in.

What are the verification tiers?

ATAIX uses a two-tier verification process for security. To upgrade your account, go into the “Verification” section in your profile and go through the steps for the tiers accordingly. Here is the breakdown of the tiers:

Tier 0 - Tier 0 is the default tier that is achieved after you sign up and verify your email. It allows for unlimited depositing and trading. The verification for Tier 0 is instant.

Tier 1 -Tier 1 approval gives you full access to all account features, including unlimited withdrawal. Tier 1 approval requires verification of your phone number, a government-issued ID, and proof of residence. While phone number verification takes mere moments (via security code sent by SMS), please note that your documents will take up to 2 working days to be verified by the ATAIX team.

How safe is ATAIX?

ATAIX takes safety very seriously. We make sure to adhere to EU laws and regulations to ensure user security. Cryptocurrencies ensure privacy and security by their nature, and we on our end do everything to make sure trading them is just as secure.

Still have questions? Contact Us