Email/Google verification is not available – KTX

I. Google Authentication Unbinding Application Process

Confirm Application Prerequisites

If your Google Authenticator cannot be used normally and you need to unbind it, manual processing is currently the only option. During processing, account withdrawals will be restricted based on the risk level.

Determine Account Authentication Status

Account with completed identity verification

Required materials: Provide a photo of the ID document held in hand and a note, consistent with the real-name verification information. The note must be handwritten with the specific date and the business applied for (e.g., "June X, 2025, apply to unbind Google Authenticator, www.ktx.com").

Processing flow: Send the materials to the official customer service email with the subject line formatted as "Google Authenticator Unbinding Application - Account ID - Name". After staff review, the Google Authenticator binding will be unbound with no additional withdrawal restrictions.

Account without completed identity verification

Required materials:

Front and back photos of valid personal ID documents;
Photo of holding the ID and a note (format same as verified accounts, including the current date and business needs);
Screenshot of account deposit records (original image from the withdrawal page of the remitting party, clearly showing withdrawal time, target address, and transaction ID).

Processing flow: Send the above materials to the official customer service email. After approval, the binding will be unbound, and account withdrawals will be restricted for 72 hours.

Supplementary Instructions

If you can currently log in to the account normally, it is recommended to complete identity verification first and then submit materials according to the "verified process" to speed up review;
All photos must clearly show ID information, holding gestures, and note content without obstruction;
After unbinding, please reset Google Authenticator as soon as possible to ensure account security.

Official customer service email: support@ktx-support.zendesk.com

II. Email Change Application Process (Manual Processing)

Application Prerequisites and Risk Warnings

Applicable scenarios: The original email cannot receive emails (e.g.,Cancel，hacked, server failure), and needs to be changed to a new email.

Risk warning: Email is the core verification method for accounts. Binding change is a high-risk operation that may affect functions such as two-factor authentication and password recovery.

Applications are not recommended unless necessary.

Application Conditions and Material Preparation

Required conditions: The account must have completed identity verification (unverified accounts cannot apply).

Materials to submit:

ID materials: Front and back photos of identity verification documents (e.g., ID card, passport);
Screenshot of account deposit records (original image from the withdrawal page of the remitting party, clearly showing withdrawal time, target address, and transaction ID);
Holding proof: Photo of holding the ID document + note (handwritten content on the note, clear and unobstructed):

▶ Current date (e.g., "June 10, 2025");
▶ Application content (e.g., "Apply to change original email abc@example.com to new email xyz@example.com");
▶ Platform domain name (e.g., "www.ktx.com", must match the platform);

Email subject: "Email Change Application - Account ID - Email".

Step-by-Step Guide

Material submission stage: Send the above materials as attachments to the official customer service email. The body must include the account's registered email and regular login device information (e.g., phone model, computer IP location) to assist in identity verification.

Review and restriction stage:

Review period: 1-3 working days (supplementary submission required if materials are incomplete or doubtful);

Withdrawal restriction: After application submission, the system will automatically restrict account

withdrawals for 7 days until the new email is bound and security verification passes.

Completion stage: An email notification will be sent after the change. All verification functions associated with the original email will switch to the new email. It is recommended to log in immediately to test email reception and other functions.

Notes and Security Suggestions

Material specifications:

The note content must be written strictly in the example format. Incorrect dates or blurred email addresses will result in review rejection;
ID photos must show the holder's face, ID validity period, and complete number. Do not use copied or PS images.

Risk prevention:

The new email must be registered under your real name; avoid public or temporary emails;
After changing the email, enable "two-factor email login verification" (e.g., SMS verification code) in the email account security settings to reduce theft risks.

Special case handling: If the original email has been maliciously modified, additional historical transaction records (e.g., deposit vouchers) at the time of account registration must be submitted, and contact customer service for manual appeal.

Associated Instructions for Google Authenticator Unbinding

If both "email inoperability" and "Google Authenticator failure" exist, it is recommended to complete the email change first and then reset Google Authenticator through the new email to avoid repeated material submission.
During email change, if urgent withdrawal is needed, note "urgent matter" in the email and provide asset proof. Customer service will prioritize review (but the withdrawal restriction period cannot be shortened).

Official Reminder:

Any request to submit documents through non-official channels is fraudulent. All materials must be sent via the platform-designated email, and regularly check the email spam folder to avoid missing review notifications.