Forgotten Password BUT STILL have your 2FA

If you have forgotten your Liquid password but still have a working 2FA (i.e. Your 2FA device can still generate codes without issue), Liquid provides the ability to reset the password yourself.

Follow these simple steps:

  1. With Liquid Pro open, tap on the icon on the left.

  2. Go to Settings

  3. Navigate to Security

  4. Choose Change Password

  5. Enter your Current Password and New Password

  6. Finally, Your password is successfully updated

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:

  1. Your Liquid account email address.

  2. Selfie of you holding both your identity document and a handwritten note detailing your request.

Requirements for selfie:

  • Please use a light, neutral background.

  • Please look straight at the camera.

  • Selfie must be in color.

Requirements for identity document:

  • Identity document can be national ID, international passport or driving license.

  • Identity document must be original (not photocopied).

  • Identity document should be in characters of the Latin alphabet. Japan driving license is accepted.

  • Information on the document must be clearly visible.

Requirements for handwritten note:

  • Note must contain a reference to Liquid and time/date of your request, for example "LIQUID I want to reset my password 2021-MM-DD" (with today's date).

  • Note must be handwritten and original (not photocopied).

Important Note:

When you reset the password, your Liquid account will enter a 72 hour cooling period. The cooling period is designed to protect Liquid clients from potential threats. Cooling periods prohibit users from:

  • Withdrawing funds

  • Resetting password

  • Changing email

  • Changing 2FA

Fiat and crypto deposits are still available within the cooling period.

As an added security measure you are able to view recent login history, and can suspend your account if there are activities that you do not recognize. Please read the article on checking your login history to know more.

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