Sign up and account troubleshooting

This article will give you some tips and hints on how to fix any account queries or issues and keep it secure. 


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’d like to delete my account

The best way to do this is via the chat button on the screen here, and we'll sort it for you.

(Once your account is deleted, you won't be able to access it again. Trading activity and pending withdrawals will be cancelled, all API keys and active sessions will be disabled, and activity history will no longer be available.)


I’m having issues with 2FA

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


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 - Go to ‘Settings, select the ‘Security’ tab and follow the instructions.
  2. Set up 2FA - Check this article for more instructions on how to activate your 2FA. 
  3. Run security checks on your computer. You can install antivirus software, antimalware scripts or other scanners to make sure there are no malicious apps. 


I’ve forgotten my password

Changing your password is easy. Just go to the sign-in page, select ‘Reset password’ and, follow the instructions. Make sure your password has at least 8 characters, special symbols and numbers. 

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


I’m not receiving my XGo confirmation emails

If you are waiting for 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. 


Was this article helpful?
0 out of 0 found this helpful

Articles in this section

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