Account Recovery

If you have lost access to your account, this page walks through the recovery options based on what you have lost.

Forgot Password

The simplest case. You have your email and access to your inbox, you just cannot remember your password.

1. Go to the login page.
2. Click Forgot password.
3. Enter your registered email.
4. Open the password reset email in your inbox.
5. Click the reset link.
6. Set a new password.
7. Log in.

If 2FA is enabled, you still need a 2FA code after the password reset. That comes to the same email.

2FA Code Not Arriving

You can enter your password but the 2FA code email is not showing up.

1. Check your spam or junk folder.
2. Wait 30 to 60 seconds. Email can be slow.
3. Click Resend Code on the verification page.
4. If still nothing, add [email protected] (and the GE-AS sending address) to your contacts in your email provider and try again.
5. If still nothing, contact support.

For full details, see 2-Factor Authentication.

Lost Access to Your Email

This is the hardest case. Your email is the recovery key for your GE-AS account.

Try your email provider first. Most email providers (Gmail, Outlook, Yahoo) have their own account recovery. They are almost always faster than going through GE-AS support.

If you genuinely cannot recover your email:

1. Email [email protected] from a new address.
2. Include:
   • Your old (lost) email address.
   • Your store name.
   • Your full name as registered.
   • Any other identifying details (last withdrawal amount, last bid, KYC submission date).
3. Be prepared to repeat KYC verification with new documents.

Recovery takes longer through this route. Days, not hours. The platform errs on the side of caution to prevent account takeover.

Forgotten Store Name

You can recover your store name from any login session. Log in, open Account Settings, your store name is shown there.

If you cannot log in but you remember your email and password, recover those first.

KYC Document Issues

If your KYC was approved but you have since lost the document you submitted:

• You do not need to re-verify. KYC is one-time and your verified status persists.

If your KYC was rejected and you need to retry but lost the original document:

• Use a different government ID from the accepted list. See KYC Verification for the accepted document types.

If You Think Your Account Was Compromised

Someone else has access and you cannot regain control.

1. Email [email protected] immediately from any email you control. Mention compromise in the subject line.
2. Try the password reset flow. If the attacker has not yet changed your email, the reset link comes to your inbox.
3. If the attacker has changed your email, your only path is support.

Provide as much identifying information as possible (KYC name, last known login, last transaction details, screenshots if you have them) to speed up the investigation.

Prevention Beats Recovery

• Strong unique password.
• 2FA enabled.
• Email account secured with its own strong password and 2FA.
• Trusted devices only.
• See Security Best Practices for the full checklist.

The fastest recovery is the one you never need.