Following the most recent update of the SnapEx platform to version 2.9.0, there are now three (3) different methods of user account verification, namely mobile phone, email, and Google Authenticator. Please note that:
All SnapEx accounts registered through mobile phone will have mobile phone verification enabled by default.
Likewise, all SnapEx accounts registered through email will have email verification enabled by default.
When there's only one verification method enabled on a user account, it cannot be disabled.
For security purposes, disabling ANY one of the verification methods (after it has been enabled) will result in a 24-hour withdrawal freeze on a user’s account. However, this will not affect the deposit and trading function.
With that said, please take note of the following scenarios:
The 24-hour withdrawal freeze can and will be lifted IF the disabled verification method is re-enabled by the user during the 24-hour period
The 24-hour countdown will refresh IF a user disables a verification method again
During the 24-hour freeze period, a pop-up message will inform users if they try to withdraw from their respective accounts
For ALL users who registered through their mobile phones prior to the V2.9.0 update, mobile phone verification is enabled by default.
For Users Experiencing Withdrawal Issues
A number of users who enabled email verification yesterday may be unable to make withdrawals even after entering the correct email verification codes.
If you are among those affected by this, please contact us to resolve this temporary issue.
You may do so with the following steps:
1. Link your email to your SnapEx account
2. Take a selfie photo of yourself holding your ID with visible ID information
3. Send an email with your selfie photo attached and the following details to firstname.lastname@example.org
Subject: Request to disable Mobile Verification - (UID: XXX)
I would like to authorise SnapEx to disable my Mobile Verification function. SnapEx account details as follows:
UID : XXX
Contact details : XXX
Kindly refer to the attachment for a selfie photo of me holding my ID with visible ID information.
4. Ensure that the email is sent from the one that is linked to your SnapEx account
5. Operations will reply to the user once the process is complete
While the majority of the updates for V2.9.0 have been successfully rolled out, please rest assured that our Tech team is working to resolve this temporary issue as soon as possible.
We apologize for the inconvenience and thank you for your patience.