Account troubleshooting

Why have I failed verification?

We’ll usually let you know what’s preventing you from being verified, as you go through the process. Take a look here for some tips on how you might fix it. 

I’m having issues with 2FA

There are a number of elements to this. Check out this article for more information. 

I’ve forgotten my password

Changing your password is easy. Just go to the profile icon on the app, select Security and then ‘Change password’ and, follow the instructions as shown below. Make sure your password has at least 8 characters, special symbols and numbers. 

If you are using XGo+ click the settings icon in the top right corner, and click Security, then follow the instructions in 'Change Password' section shown below.

For security reasons, after resetting your password, withdrawals will be unavailable for the next 72 hours.

I’ve received an email saying that someone is trying to access my account

If you receive an email, saying that someone is trying to access your account, follow these steps to protect your account:

  1. Change your password - using the instructions above.
  2. Set up 2FA - Check this article for more instructions on how to activate your 2FA. 
  3. Run security checks on your computer. 

I’m not receiving my XGo confirmation emails

If you are waiting for a confirmation email from, and it’s not coming, you can try to request it again. Make sure that the email address is correct. 

Additionally, you can go through your email folders (Spam/Bulk, Marketing) and try to find your email there. Make sure that XGo isn’t blacklisted. 

If neither of those work, please contact our support team who will look into why you aren't receiving confirmation emails. 


Was this article helpful?
2 out of 2 found this helpful

Articles in this section

Our helpline hours:
9:00am - 7:00pm UTC Monday to Friday; 9:00am - 5:00pm UTC Weekends
XGo Blog
Get the latest news and updates first