I'm able to log in to my account

I'm unable to log into my account

I'm able to log in to my account

From the main window, tap on the hamburger icon on the top left to open the side menu.

Tap on "Settings".

Change your email address here, then tap Save.

 Tap on the "Confirm" button in the dialog box that appears to confirm these changes.

You'll be presented this page next. When you get to this, a confirmation email has been sent to your new email address.

At this point, your account will not be usable until your new email address has been verified.

The confirmation email will be sent to the address you've just entered.

If this is not the correct address, tap on the "Change Email" button to use another email address.

Otherwise, switch to your email app, and check the inbox for the address you just entered. 

The account email change confirmation  has a button labelled "verify your email". Click on the button.

Your account's email change will not be confirmed until you click on this button.

Upon clicking on the "verify your email" button, you will be taken to a page that looks like this on your browser.

If you see this page, your account's email address has been updated and verified. 

You will then be able to log into your account using your new email address.

Switch back to the TenX app, and tap on "I'm verified" to continue using your account.

I'm unable to log in to my account

1. Submit a new ticket using the email used to sign up for your TenX account, with the subject Email Address Change.

2. Attach to the email:

- Your first and last name in your account

- Your registered phone number (if any)

- Your registered address (if any)

- A photograph of yourself (selfie) holding your proof of identity and a slip of paper with the current date and the word "TenX"

Kindly refer to the image below:

An identity is defined as valid when it meets the following criteria:

• It is government issued and internationally recognizable (e.g. passport or national ID card).

• It must be valid (not expired), legible and in color.

• It must not be edited or censored in any way.

• It must include your signature, where applicable.

• Format requirement: .jpg, .png or .pdf 

3. Once your identity is verified, we will proceed to update your email address, and keep you informed at your new address when this is changed.

This procedure does not itself reset your password or 2FA key.

The password reset email will now be sent to your new email address. Check here for how to reset your password.

If you need your 2FA reset as well, please submit another ticket as this is a separate process - referencing the ticket number of your email change request. Check here for the process of submitting a 2FA reset ticket.