FAQOTP app & security keyHow to Troubleshoot the Security Key

How to Troubleshoot the Security Key

Published date: October 31, 2018 at 04:59 (UTC+0)

Issues with Hardware Security Key

If you have issues with your hardware security key, you should refer to support from the manufacturer of the key. As the hardware security key is in your possession, ProBit Global will not be able to provide assistance or support on the hardware security key.

In the case where you have lost your hardware Security Key(s):

  1. On the ProBit Global Homepage, go to Support and click Contact Us.

  1. After selecting Contact as a guest on the next screen, fill out the Submit a Request form. The Request form can also be found by clicking on this link. Please make sure to indicate the following:

  • Name
  • Email used to sign up at ProBit Global
  • Date when you last deposited to ProBit Global wallet, Coin name, Amount and Transaction ID
  • If you haven’t deposited any coin, please indicate that you have not deposited any coin in the form.

Please also attach the following files:

  • A full-page screenshot taken from within the exchange or platform that was used for one of your most recent transactions that was transferred to your ProBit Global wallet. Please make sure that the TXID/hash is visible.
  • A close-up photo of an ID document (e.g. passport, driver’s license) together with a handwritten note that has the current date (ex. 2022.05.10), your email address and "deactivate Security key" phrase written."
  • One clear, unedited photo showing all of the following information together:

•    your face

•    the handwritten note including all the required information above + "deactivate Security key" phrase written.

•    your ID.