Security

<p>Sometimes, the system may ask you to confirm your login session to ensure that that it is you signing into your Bitsgap account. This extra step has been introduced to enhance the security of your profile.</p>
<p>However, if you log in from a new browser or device, you may encounter the “Wrong authorization device” error. To regain access to your account successfully, follow these steps:</p>
<ol>
<li>Go to <a href="https://app.bitsgap.com/" target="_blank" rel="noopener noreferrer">Bitsgap</a> and <strong>log in</strong> using your credentials. The system will send a login confirmation link to your email address.</li>
<li>Open your inbox on the <strong>same device</strong> and <strong>browser</strong> where you are signing in to Bitsgap.
<p class="notes"><strong>Attention<br></strong>You must use the same device and browser to follow the confirmation link. Opening it on a different device or browser will prevent the system from confirming your login session.</p>
</li>
<li>Open the latest Bitsgap email and click the <strong>verification link</strong>. You will be redirected to the Bitsgap login page.</li>
<li>
<strong>Log in</strong> using your credentials again.</li>
</ol>
<p>Welcome back to your Bitsgap account!</p>
<p>If you don’t receive a verification email, feel free to refer to our article “<a href="https://bitsgap4907.zendesk.com/hc/en-us/articles/9969643834524" target="_blank" rel="noopener noreferrer">Why haven't I received my confirmation email?</a>”.</p>
<p>If the issue persists, contact us via <a href="mailto:support@bitsgap.com" target="_blank" rel="noopener noreferrer">support@bitsgap.com</a> or live chat. We are always here for you!</p>
<div class="intercom-interblocks-horizontal-rule" style="box-sizing: border-box; color: #272d32; font-family: ' Helvetica Neue' , Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #f5f5f5; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><hr style="box-sizing: content-box; height: 3px; overflow: visible;"></div>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left" style="box-sizing: border-box; color: #272d32; font-family: ' Helvetica Neue' , Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #f5f5f5; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">
<p id="h_c427aa7193" style="box-sizing: border-box;"><strong style="box-sizing: border-box; font-weight: bolder;">Get stuck? Ask your question to our community on&nbsp;<a style="box-sizing: border-box; background-color: transparent; color: var(--linkcolor); text-decoration: underline;" href="https://t.me/bitsgap" target="_blank" rel="nofollow noopener noreferrer">Telegram</a>!</strong></p>
</div>
<p>&nbsp;</p>
<p></p>

How to fix the "Wrong Authorization Device" Error

<p>Enhance your account security and experience the benefits of passwordless authentication!</p>
<p>A passkey is an authentication technology that allows you to log in without entering a password. Instead, you enable an “authenticator” to generate a passkey. The authenticator can be your smartphone, another device, a password manager that supports passkeys, etc.</p>
<p>The authenticator still requires user verification through a password, PIN, or biometrics (such as Face ID or Touch ID), which adds both security and convenience.</p>
<h2 id="h_01J1CQHQE3R2QXYVMG0PFW74RY">How to create a passkey</h2>
<p>To enable the passkey authentication for your account, make sure to follow the next steps:</p>
<p>1. From your profile menu in the top-right corner, go to the <strong>Settings</strong> page:<br><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14665639196572" alt="Untitled.png"></p>
<p>2. In the <strong>Security</strong> tab, switch the <strong>Passkey</strong> toggle.<br><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14665639202332" alt="Untitled (1).png"></p>
<p>3. In the <strong>Your active keys</strong> section, click on [<strong>Add new key</strong>].<br><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14665639203484" alt="Untitled (7).png"></p>
<p>4. In the pop-up window, choose the authentication option that suits you best. Then, follow the prompts to confirm the passkey creation:<br><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14665639204380" alt="Untitled (3).png"></p>
<p>5. After going through the suggested steps, set the <strong>name</strong> for your security key and click on [<strong>Add</strong>] to complete the passkey creation.<br><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14665583229212" alt="Untitled (4).png"></p>
<p>Done! The passkey authentication has been enabled on your account.</p>
<h2 id="h_01J2JZ6EKNFJ2E39Z729DQF42R">
<span class="notion-enable-hover" data-token-index="0">How to create a passkey via Mobile App</span>
</h2>
<p><span class="notion-enable-hover" data-token-index="0">To add a passkey via the app, go to <span class="notion-enable-hover" style="font-weight: 600;" data-token-index="1">Settings </span>→ <span class="notion-enable-hover" style="font-weight: 600;" data-token-index="3">Security </span>→ <span class="notion-enable-hover" style="font-weight: 600;" data-token-index="5">Passkey</span>:</span></p>
<p><span class="notion-enable-hover" data-token-index="0"><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14898657858844" alt="Screenshot_3.jpg"></span></p>
<p><span class="notion-enable-hover" data-token-index="0"><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14898657862300" alt="Screenshot_4.jpg"></span></p>
<p><span class="notion-enable-hover" data-token-index="0">Then, switch the&nbsp;<span class="notion-enable-hover" style="font-weight: 600;" data-token-index="1">Passkey</span>&nbsp;toggle and tap [<span class="notion-enable-hover" style="font-weight: 600;" data-token-index="3">Add new passkey</span>].</span></p>
<p><span class="notion-enable-hover" data-token-index="0"><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14898657867804" alt="Screenshot_5.jpg"></span></p>
<p><span class="notion-enable-hover" data-token-index="0">In the pop-up window, follow the prompts to confirm the passkey creation.</span></p>
<h2 id="h_01J1CQHQE3F0H73JDR3CY4DN50">How to manage existing passkey</h2>
<p>In the <strong>Passkey</strong> → <strong>Your active keys</strong> section (the <strong>Passkey</strong> section for the mobile app users), you can view the information about your enabled passkey, edit and delete it:</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14665583230364" alt="Untitled (5).png"></p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14898664015132" alt="Screenshot_6.jpg"></p>
<p>Once the passkey is connected, you can always log in to your Bitsgap account by <span class="discussion-id-982040dc-08f7-4a89-8f08-a3b29a021858 notion-enable-hover" data-token-index="0">clicking o</span>r tapping the <strong>Passkey</strong> button.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/14665583231644" alt="Untitled (6).png"></p>
<p>Using a passkey is a simple and fast way to access your account without entering a password. Passkeys are seamless and convenient to use while ensuring a higher level of security. This way, you can enjoy exploring the crypto world knowing your account is protected!</p>
<div class="intercom-interblocks-horizontal-rule" style="box-sizing: border-box; color: #272d32; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-family: ' Helvetica Neue' , Arial, Helvetica, sans-serif; background-color: #f5f5f5;"><hr style="box-sizing: content-box; height: 3px; overflow: visible;"></div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left" style="box-sizing: border-box; color: #272d32; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-family: ' Helvetica Neue' , Arial, Helvetica, sans-serif; background-color: #f5f5f5;">
<p style="box-sizing: border-box;"><strong style="box-sizing: border-box; font-weight: bolder;">Get stuck? Ask your question to our community on&nbsp;<a style="box-sizing: border-box; background-color: transparent; color: var(--linkcolor); text-decoration: underline;" href="https://t.me/bitsgap" target="_blank" rel="nofollow noopener noreferrer">Telegram</a>!</strong></p>
</div>
<p></p>

How to create a passkey for your Bitsgap account

<div class="intercom-interblocks-heading intercom-interblocks-align-left">

<h2 id="h_80fa0b9678">How do I enable 2FA?</h2>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>2-factor authenticator (2FA) is an additional safety measure that helps to keep your Bitsgap account safe. To enable it, please do the following:</p>
</div>
<div class="intercom-interblocks-ordered-nested-list">
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<p id="h_5988941c09">1. Go to the <a href="https://app.bitsgap.com/settings/security" target="_blank" rel="nofollow noopener noreferrer">Settings page</a>.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9969970452892" alt="fa1.gif"></p>
<p id="h_9d522a645b">2. From the Account Details tab, move to the <strong>Security</strong> tab.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/11830545116444"></p>
<p id="h_c63f7127a5">3. Switch the toggle of the <strong>Authenticator.</strong></p>
<p><strong><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9969970459548" alt="fa3.jpeg"></strong></p>
<p id="h_44afd237bf">4. Now install Google Authenticator or Authy and proceed to the next step.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9969927172892" alt="fa4.jpeg"></p>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<p id="h_fbce4afe64">5. Open your 2FA app and scan a <strong>QR code</strong>.</p>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>If it doesn't get scanned, you may enter a setup (secret) key located under the code. Once done, you can move to the next step.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9969970462620" alt="fa5.jpg"></p>
<p id="h_ce9802a855">6. You will see a new code on your 2FA app. Enter that code until it renews again, and press the <strong>Activate 2FA</strong> button.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9969970463260" alt="fa6.gif"></p>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>Done! 2FA has been enabled on your account 🚀</p>
</div>
<div class="intercom-interblocks-heading intercom-interblocks-align-left">
<h2 id="h_ce8eb82932">How do I disable 2FA?</h2>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>You can disable it on your account if you have a 2FA code. Just turn off the toggle in the <a href="https://app.bitsgap.com/settings/security" target="_blank" rel="nofollow noopener noreferrer">Security</a> tab, enter a code, and click [<strong>Turn Off 2FA</strong>].</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9969927175452" alt="fa7.gif"></p>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>However, if you do not have the 2FA app/codes anymore, please get in touch with us via <a href="mailto:support@bitsgap.com" target="_blank" rel="nofollow noopener noreferrer">support@bitsgap.com</a> or in the live chat and request disabling the 2-factor authenticator.</p>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>The Bitsgap team will request some information about your account. Once all the provided information is checked, you will get a response from the team.</p>
<h2 id="h_01JCJ3BQCAPCX57RX6KN4R4NMM">What if my Google Authenticator codes don’t work?</h2>
<p>It may happen when the time is not synced correctly on your Google Authenticator app. Here are the steps on how you can synchronize it on your device:</p>
<ol>
<li>Go to the <strong>main menu</strong> (three lines in the top left corner) of your Google Authentication app.</li>
<li>Tap <strong>[Settings]</strong>.</li>
<li>Go to <strong>[Time Correction</strong> <strong>for codes]</strong>.</li>
<li>Now press on <strong>[Sync now]</strong>.</li>
</ol>
<p>On the next screen, the app will confirm that the time has been synced!</p>
<p></p>
</div>
<div class="intercom-interblocks-horizontal-rule"><hr style="height: 3px;"></div>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<p id="h_1ccf358e02"><strong>Get stuck? Ask your question to our community on <a href="https://t.me/bitsgap" target="_blank" rel="nofollow noopener noreferrer">Telegram</a>!</strong></p>
</div>
</div>
</div>
</div>
</div>

How to enable and disable 2FA

<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">

<p>If you want to reset your password and restore access to your account, then, in this article, you will learn how to do it step-by-step.</p>
</div>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<h3 id="h_df89b8f737">1. Reset your password</h3>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>The first step is to reset your password by clicking the <strong>Forgot password?</strong> link.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9970237223708" alt="re1.png"></p>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<h3 id="h_0d3071563c">2. Enter your email</h3>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>This link will redirect to the Reset Password page. Enter your email address and request a recovery link. The instruction will be sent to your email address <strong>within 5 minutes</strong>. If you do not see the password reset email in your inbox, please check Spam, Junk, and Promotions folders.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9970237224476" alt="re2.gif"></p>
<div class="intercom-interblocks-callout">
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p class="notes"><strong>Attention<br></strong>If you haven't received any email, please check your inbox domain's settings. They may have a strict policy in terms of incoming messages. Add <strong><a href="mailto:support@bitsgap.com" target="_blank" rel="nofollow noopener noreferrer">support@bitsgap.com</a></strong> and <strong><a href="mailto:noreply@bitsgap.com" target="_blank" rel="nofollow noopener noreferrer">noreply@bitsgap.com</a></strong> to your contact list and request a password reset again.</p>
</div>
</div>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<h3 id="h_e0e3202644">3. Open the password reset link</h3>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>Find the password reset email in your inbox, click the <strong>[Reset Password]</strong> button to confirm, and continue.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9970237225884" alt="re3.gif"></p>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<h3 id="h_4963dc152e">4. Enter your new password</h3>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>Now enter a new password. Please make sure that your password matches all the following criteria:</p>
</div>
<div class="intercom-interblocks-ordered-nested-list">
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<ol>
<li><strong>Be at least 8 characters;</strong></li>
<li><strong>Contain a lowercase letter;</strong></li>
<li><strong>Contain a capital letter;</strong></li>
<li><strong>Contain a number.</strong></li>
</ol>
</div>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>When you are ready, click the [<strong>Change]</strong> button.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9970245917852" alt="re4.gif"></p>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<h3 id="h_8a653e1753">5. Log in to your Bitsgap account</h3>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>After that, you will be redirected to the Login page. Enter your email address and the new password. Once done, you will be able to access your Bitsgap account.</p>
<p><img src="https://bitsgap4907.zendesk.com/hc/article_attachments/9970245920028" alt="re5.gif"></p>
<div class="intercom-interblocks-horizontal-rule"><hr style="height: 3px;"></div>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<p id="h_2698c467e7"><strong>Get stuck? Ask your question to our community on <a href="https://t.me/bitsgap" target="_blank" rel="nofollow noopener noreferrer">Telegram</a>!</strong></p>
</div>
</div>
</div>
</div>
</div>
</div>

How do I reset my password?

<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">

<p>Once you have registered your Bitsgap account, you will normally receive an email confirming your account registration. It usually takes up to 10 minutes to reach your inbox. If, after this time, you haven't received your confirmation email, it could be that the email you were using was incorrect or the registration failed to complete.</p>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>However, there are some steps for troubleshooting that you can follow in order to find your confirmation email:</p>
</div>
<div class="intercom-interblocks-ordered-nested-list">
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<ol>
<li>Check if you have signed up with the right email address.</li>
<li>Search your email inbox for the Bitsgap verification email. Go to your email inbox and try searching <a style="background-color: #ffffff;" href="mailto:noreply@bitsgap.com" target="_blank" rel="nofollow noopener noreferrer">noreply@bitsgap.com.</a>
</li>
<li>Check your SPAM and Promo folder.</li>
<li>Check the settings of your email. Depending on the email provider you are using, some settings. could prevent our emails to reach your inbox. Make sure that Bitsgap-related emails are not filtered out of your inbox.</li>
</ol>
</div>
</div>
<div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left">
<p>If you still haven't received the Bitsgap verification email, please contact our customer support team!</p>
</div>
<div class="intercom-interblocks-horizontal-rule"><hr style="height: 3px;"></div>
<div class="intercom-interblocks-subheading4 intercom-interblocks-align-left">
<p id="h_30ecdf80f2"><strong>Get stuck? Ask your question to our community on <a href="https://t.me/bitsgap" target="_blank" rel="nofollow noopener noreferrer">Telegram</a>!</strong></p>
</div>