I am a verified user but I can’t log in.
The several reasons why you are unable to log in are:
- You may have login with a different email address. Ensure you log in with the email that you used to sign up with Tokenize.
- You might have forgotten your password. You can reset your password by following the steps in this guide.
- Are you logging in from a different IP address? No worries, you can still log in by following the steps in this guide.
What if I forgot my password?
Click on “Forgot Your Password?” located at the login page and follow the instructions on the next page. Tokenize Exchange will send a password reset to the email you used to sign up. Here is a guide for you.
What is two-factor authentication? How do I enable it?
Two-factor authentication (or “2FA”) is a secondary security measure meant to verify your identity before login. Tokenize Exchange encourages users to enable the 2FA to ensure that your account stays protected.
You may refer to the guide here to enable the 2FA.
I am unable to log in to 2FA because I have forgotten my Secret Key. How can I reset 2FA?
Resetting your two-factor authentication requires opening a support ticket and may take up to 7 days. Please submit a support ticket here.
We strongly encourage you to back up your Secret Key. To locate your Secret Key, go to Settings from your dashboard and click on Two Factor Authentication.
What is Address Whitelisting?
As an added security feature, all recipient addresses will need to be whitelisted first on Tokenize Xchange before a crypto withdrawal can be made. This is in compliance with the Financial Action Task Force (FATF) Travel Rule. You may refer to the guide here to whitelist your recipient address.
How secured and regulated is Tokenize Exchange?
At Tokenize Xchange, security is our topmost priority. Integral layers of security enhancement such as Two-factor authentication (2FA) and compulsory address whitelisting have been strictly implemented to reduce the risk of our platform being hacked or misused.
Tokenize Xchange also only partners reputable technology and compliance service providers to uphold and protect the security integrity of our platform. We maintain a multi-signature cold wallet under Bitgo custodial solutions for storage of our user's digital assets. While Tokenize Xchange controls one of the keys, the other is held by the multi-signature custodian leader Bitgo making the wallet much more secure. Tokenize Xchange also is backed by Digital Asset insurance coverage by Bitgo, safeguarding users from any security risks.
Additionally, Tokenize Xchange conducts regular self-assessments against Monetary Authority of Singapore (MAS) regulations and guidelines, such as Notice on Cyber Hygiene and Technology Risk Management Guidelines. We pride ourselves in ensuring high security systems and actively engage independent third parties to perform penetration testing on our online and mobile applications.
We also perform identity verification on all users before they can start trading on Tokenize Exchange. This is to comply with existing rules on Know-Your-Customer (KYC), Anti-Money Laundering and Countering Terrorism Financing (AML/CTF) set out by the Monetary Authority of Singapore (MAS).
Will there be any risk that Tokenize’s bank account gets clampdown? And so, what will happen to our money?
You can have our assurance that your money with us is and will not be used for unlawful purposes. At the moment, only Singapore residents have access to fiat trading. We have a contingency plan in place to ensure premium members will be able to safely withdraw their deposits in the event of an unpreventable clampdown of our bank account.