Verifying ownership

Some customers will contact customer service to let us know that they are not able to access the account due to loss of 2FA or that they need to change some of their contact information because they lost access to their phone number and/or email address.

It can be a variety of reasons, but it is important to understand what the customer refers to, what they no longer have access to and what they do, this way we can further assist with recovering access to their account.

Granted, some of these cases can be fraudulent ones of third parties trying to get access to the account. This is why it is very important to assist, but not give in under the customer's pressure until account ownership is verified.

Password	Email address	Phone Number	2FA	How to proceed?
Not working	Working	Working	Working	Customers can change password with "Forgot password?" button on the site. The site will let them choose between sending the code to their email or the phone number.
Working or not set	Not working	Working or not set	Working or not set	Verify ownership
Working or not set	Working or not set	Not working	Working or not set	Verify ownership
Working or not set	Working or not set	Working or not set	Not working	Verify ownership

When the customer is logged in:

2FA not working:

Customer is requesting to clear the 2FA because they lost access to it and are currently logged in the account.

Email no longer active:

Customer is requesting to change the email address because they no longer have access to it and are currently logged in the account or are able to log in the account.

Phone Number no longer active:

Customer is requesting to change the phone number because it is no longer active and are currently logged in the account.

The procedure goes as follows:

• Request information from the customer and proof of ownership

• Create an Intercom ticket.

• Create a Slack escalation for management to review.

• Once the team responds, update the ticket in Intercom for the customer to be notified.

• Update tickets in Intercom and Slack according to their statuses.

When the customer cannot log in:

2FA not working:

Customer is requesting to clear the 2FA because they lost access to it and are unable to log in the account.

Password, email and phone number not working:

Keep in mind that even if the email or phone number are no longer active, the customer can log in as long as they remember their password.

If they forgot the password, no longer have access to the email and the phone is no longer active, then we need to proceed accordingly:

*If the customer forgot the password but still has access to phone and/or email, they can request the message to either form of communication.

The procedures goes as follows:

• Request information from the customer and proof of ownership

• Create an Intercom ticket.

• Create a Slack escalation for management to review.

• Once the team responds, update the ticket in Intercom for the customer to be notified.

• Update tickets in Intercom and Slack according to their statuses.

Proof of ownership

This means the customers are required to send proof that they are the owners of the account. For security reasons, we are not going to request personal information from them. You can request the following:

• Screen shot from personal wallet that reflect deposits made to the account. Or the transaction ID (Hash ID)

• Screen shot from personal wallet that reflect withdrawals made from the account. Or the transaction ID (Hash ID)

• The screenshot would look something like this:

• Screenshot from bank statement that reflects deposits made to the account.

• Screenshot from bank statement that reflects deposits made from the account.

The escalation:

1. Create a Slack escalation in the correct channel in order to follow up with the correct team and then with the customer.

   1. Make sure to gather all pertinent information from the customer's account and summarize the claim and main concern from the customer.

   2. Make sure to state if the customer is currently logged in or logged out of the account, if they can or cannot log in.

   3. Specify which security features the customer has access to and which he does not. (Password, email, phone number or/and 2FA)

2. Request proof of ownership from the customer depending on the situation described in table above

   1. Specify in the Full Information section if you have already requested proof of ownership.

   2. When the customer replies, update the slack escalation accordingly.

   3. If customer does not answer, we explain that this is done for security measures and if they fail to provide the proof requested, we will be unable to provide access to the account.

3. Once we receive all pertinent information from the customer, we update the escalation and move it to Not Started for the team in charge to review and proceed accordingly.

   1. If the issue is with the 2FA, the feature will be cleared by the manager.

   2. If it is the email, the address will be cleared and customer must provide the new one for the manager to update.

   3. If it is the phone, management will clear the number and set a new one that the customer must provide.

4. In the event the customer is not able to provide any of the information, there are two possible scenarios:

   1. Customer is logged in and has balance in the account: they can request a withdrawal for the funds they have, create a new account and continue using the new account.

   2. Customer is not logged in and has balance: they can create a new account and continue using that one, but any funds will be lost.

5. Once management has reviewed the case and delivered a decision in the escalations, we can inform the customer about it and update the JIRA accordingly as well.

It is important to note that at customer service, we do not have access to much information from customers, so the information we can request on our end is limited. Therefore, it is very important to explain to customers that they need to provide the details that we need from them..