Unlocking Your Account

If you had locked your account by accident or for any security reasons, you may submit a request for our support team to unlock your account.

If you had received a Login Notification from an unwarranted Login attempt (not by yourself), please notify our support team right away. Please do not request to unlock your account if you are faced with an unwarranted Login attempt.

We will advise you further when we have received your notification.

To get your account unlocked, you will need to send a selfie picture to our support team at hello@coinhako.com from the email address you used to register your CoinHako account.

Your Selfie Picture will need to meet the following specifications for us to verify the request and unlock your account:

1. Your ID document held in your hand. This has to be the document you used to verify your account.
2. A piece of paper, held in your hand, with "Coinhako Unlock - Submission date" hand-written on it.
3. All details have to be clearly displayed in the picture so that we can counter check all information and verify your request to unlock account. 
4. Do not forget to include your face in the selfie.

We will promptly unlock your account and notify you after receiving the above document.

This is an example of how your selfie picture should look like:

**ID document on the picture has been blurred out for security purposes. Please make sure your ID is clearly displayed and all details are visible.

If you wish to find out more about how to protect your account, kindly refer to this page.

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