Switching to a new phone or computer is exciting, but it can sometimes create a temporary hurdle when trying to access your important accounts. To protect your assets and personal information, a robust security protocol is activated when a login is attempted from a new or unrecognized device. This process, known as new device verification, is a critical barrier against unauthorized access.
This guide will walk you through the various verification methods you might encounter, how to complete them successfully, and what to do if you run into any issues. The specific verification option presented (such as facial recognition, device authorization, or phone call) is determined automatically by the system based on your account's security history and cannot be manually changed.
Understanding New Device Verification
Whenever you log in from a device that the system does not recognize or if it has been more than 30 days since your last login, you will be prompted to verify your identity. This is a standard security measure designed to ensure that you are the legitimate account holder. The verification process must be completed in a single, consistent network environment; switching your IP address mid-process (e.g., by changing from Wi-Fi to mobile data) may cause the verification to fail. For the smoothest experience, it is often best to perform sensitive operations directly within the official app.
Available Verification Methods
The system will present you with one or more ways to confirm your identity. Here’s a detailed breakdown of each method and how to use it effectively.
Facial Recognition Verification
This is one of the most secure methods for confirming your identity. The system compares a live video of your face to the official identification document you used to verify your account.
- How to Prepare: Find a well-lit area where your face is clearly visible. Ensure your entire face is uncovered, with no hats, masks, or large sunglasses that could obstruct the camera. You will be asked to perform simple actions like blinking or gently moving your head.
If You Encounter Issues: First, make sure the app has permission to access your device's camera. If verification fails, try these troubleshooting steps:
- Update the app to the latest available version.
- Restart your phone to clear any temporary caches.
- Switch your network connection (e.g., from Wi-Fi to your mobile data).
- If problems persist, you may need to contact support for further assistance from an engineer.
Device Authorization
This method uses a device that you have previously logged into to authorize the new one. It's a convenient way to confirm your identity using a trusted gadget.
- On your new device, select the "Device Verification" option.
- Open the app on your old, recognized device. You will receive a prompt asking if you are attempting to log in.
- Tap "It's me, allow login."
- You may be asked to input a one-time security code from the new device into the old one to finalize the pairing.
Phone Call Verification
A fully automated voice call provides a secure way to authorize your login without relying on text messages.
- Ensure the phone number linked to your account is accessible and can receive calls.
- You will receive an automated voice call. Answer it.
- Follow the voice instructions: you will typically be asked to press '1' on your dial pad to confirm the login or '2' to deny it.
- Once completed, return to the login screen and select "I have completed verification."
Note: You can request this call up to five times within a one-hour window. If you exceed this limit, you will need to wait for the next hour to try again.
Email Verification
For some accounts, an authorization link may be sent to your registered email address.
- Check the inbox of the email account associated with your profile for a message from the security team.
- Click the unique verification link inside that email.
- If clicking the link doesn’t work, try copying the full URL and pasting it directly into the address bar of your mobile or desktop browser.
- After successfully authorizing, click "I have completed verification" to proceed.
👉 Explore more account security strategies
Important Security Reminders
- Account Ownership: Services are intended for the individual named on the verified account. Using an account registered under another person's identity is a serious security risk and any resulting issues, including loss of funds, are your own responsibility.
- One Account per ID: Each government-issued identification document can only be used to verify one account in accordance with standard security practices.
Frequently Asked Questions
Q: What should I do if I don't have my old phone for device verification?
A: If you no longer have access to a previously recognized device, you will not see the device verification option. The system will default to other available methods, such as a phone call or facial recognition, to confirm your identity and secure your account.
Q: I pressed '1' to authorize the login on the phone call, but nothing happened. What's next?
A: After successfully completing any verification step, you usually need to manually click the "I have completed verification" button on your new device's screen to finalize the process and be redirected to your account.
Q: How long is a verification code valid?
A: For security reasons, one-time codes sent via SMS or email are typically valid for a very short period, usually about 60 seconds. If the code expires, you can simply request a new one.
Q: Why did my facial recognition verification fail?
A: Failure can occur due to poor lighting, an obstructed face, or an outdated app version. Ensure you are in a bright space, your face is fully visible, and your app is updated to the latest version before trying again.
Q: What defines an 'old device' for verification purposes?
A: An "old" or recognized device is any device from which you have successfully logged into your account within the past 30 days. After 30 days of inactivity, a device is no longer considered trusted for authorization purposes.
Q: Who do I contact if I'm completely locked out?
A: If all verification methods are unavailable or failing, your best course of action is to reach out to the official customer support team directly through the channels provided on the website for personalized assistance.