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Can I use login credentials for my Changelly account to use Changelly PRO?

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No. Changelly PRO is a separate platform. If you want to use Changelly PRO, you should create a separate account. However, you may use the same email address.

How to secure your account

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You can secure your Changelly PRO account with two-factor authentication using the Google Authentication app or YubiKey. To do so, go to Settings, and click the ‘Security’ button.

If you are using GAuth, please, visit the corresponding page. If you prefer using YubiKey, check out the instructions on how to set the device up.

How to enable 2FA with a code generating app?

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How to set up 2FA with Google Authenticator

  • Download Google Authenticator.
  • Click “Add 2FA app” on “Security” tab of the “Settings” page. See the screenshot below.
  • Scan the QR Code.
  • Write down or print out your backup code.
    Important: Please keep your backup code safe! This code is the only way to restore the access to your account without the help of Changelly PRO team if your phone is lost/broken.
  • Enable Google Authenticator.
  • Enter the 2FA code generated in your Google Authenticator and click “Confirm”.
  • Check the email address associated with your Changelly PRO account: the confirmation email with the link should be found in your inbox folder. Please note that the link expires in 10 minutes.

How to set up 2FA with Authy

  • Download Authy.
  • Create a new Authy account and sign in. Please note that you will be asked to enter your active phone number to confirm the account.
  • Open the “Settings” page in the app. To do so, press the three dots in the upper right corner of the phone’s screen. Then, open the “Accounts” tab – here you can enter your email address and enable backups. You can use them to retrieve the 2FA codes in case your current device is lost or broken.
  • Return back to the main screen and click “+”: here you need to scan a QR code or enter the key from the “Security” page manually.
    Important: Please write down or print out your backup code and keep it in a secure place. This code is the only way to restore the access to your account without the help of Changelly PRO team, if your phone is lost/broken.
  • Enter the 2FA code generated in your Authy and click “Confirm”.
  • Check the email address associated with your Changelly PRO account: the confirmation email with the link should be found in your inbox folder. Please note that the link expires in 10 minutes.

How to set up 2FA with YubiKey?

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YubiKey is a helpful 2FA tool. It is based on the usage of a physical key that cannot be hacked remotely, making YubiKey a very reliable and safe instrument.

Changelly PRO supports all YubiKey devices pre-configured with Yubico-OTP function, namely:

  • Yubikey 5 series
  • FIPS series
  • YubiKey 4, YubiKey 4 Nano, and YubiKey NEO

How to set up YubiKey

  1. Open your Settings page, click the Security tab and press the “Add YubiKey” button in the Two-Step Authentications section. See the screenshot below.
  2. Insert your YubiKey into the USB port or tap it on your mobile phone.
  3. Place the cursor into the Authentication Code field and touch the button on your YubiKey.
  4. Voila! The security code is entered. Then, the website will ask you to confirm the new 2FA tool via email.
  5. Check your mailbox for  the confirmation email in your mailbox and open the link.
  6. Your YubiKey is enabled!

How to log in with YubiKey

  1. Enter the username and the password on the main page.
  2. Insert your YubiKey into the USB port of your computer or tap it on your phone.
  3. Put the cursor into the Authentication Code field and touch the button on your YubiKey.
  4. The security code is recognized automatically. You are free to log in.

The authentication for withdrawals works the same way.
Important: YubiKey does not have any backups. If your YubiKey is lost, it will be impossible to regain access to your account without our support team.

Please use English keyboard layout when entering YubiKey code, so that the code is perfectly recognized by the website.

Lost your YubiKey device? Please check this guide.

How to set up a corporate account

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If you are interested in corporate accounts, contact us via [email protected] or the ticket form. Please describe your company and your plans for using Changelly PRO. Our team will provide you with all the necessary instructions. 

How to restore your account access

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There may be different reasons why you do not have access to your Changelly PRO account:

Try to find the solutions in the above-mentioned articles and contact our support team if the problem is not resolved.

How to recover my password

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If you see the “Incorrect password” message on your screen, please try to restore your password using the suggestions below.

Note: this error can be caused by a problem with your 2FA codes. Read the corresponding article in the Troubleshooting section.

If you want to restore your password, open the password recovery page first and follow these simple steps:

  1. Enter the email address of your Changelly PRO account.
  2. Enter the captcha code. If the captcha checkbox is not visible, please make sure that Google services are allowed in your country.
  3. Open a password recovery email with a link. If you cannot find the email, please check your Spam and Promotions folders, or simply search for ‘Changelly PRO’ in your inbox. If you are sure that you did not receive the password recovery email, please check the corresponding article in the Troubleshooting section.
  4. Click the link, create and confirm a new password.
  5. If the procedure is successful, we will notify you. So then you can log in using your new credentials.

Please make sure that the Caps Lock key is not on by mistake while you are setting up a new password.

Note: You will not be able to withdraw funds for another 72 hours after changing the password (in case the password change was requested by a potential intruder).

How to change the email address linked to my account

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You cannot change the email address associated with your Changelly PRO account, as it serves as your unique identifier on our platform.

If you would like to use a new email address, you can deactivate your old account and create a new one.

How to delete my account

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If you want to deactivate your account, please submit a corresponding request via the ticket form or contact our support team at [email protected].

How to transfer funds between accounts?

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You can distribute your funds between your sub-accounts using the master account. To do so click the “Transfer Funds” button in the “Sub-accounts” tab. Choose the “From” account and the “To” one, set the amount and the asset you’d like to transfer, and click the “Transfer funds” button.                     

This operation can be performed in different directions. But this option is only available through your master account.

How to create a sub-account?

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To create a sub-account, you need to pass the KYC verification. Once the account is verified, the “Sub-accounts” option will become available to you. The account you have originally created on Changelly RPO will now become your master account.            

To create a sub-account just click the “Create sub-account” button in the upper right corner of the “Sub-accounts” tab.      

Enter the email address you wish your new sub-account associated with, then create and confirm your password. Important: you can’t use an email address already registered on Changelly PRO for this operation.

The account should now have the “Invited” status in your “Sub-accounts” tab. 

The email you used should receive a message from us which will contain a secure link. Click this link and follow the further instructions of the system to confirm the creation of your new sub-account. After the confirmation your new sub-account will have the “Active” status. 

How to manage sub-accounts?

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By default the withdrawals function is disabled on sub-accounts. You can enable withdrawals for your sub-accounts by clicking the settings button in the row corresponding to the sub-account chosen.                     

You can also do this by selecting several sub-accounts at once. 

To restrict withdrawals for a certain sub-account, just choose the account and click the “Disable” button. Freezing the sub-account stops all its activity. Both these options can be cancelled at any time in the same tab.                        

Important: trading volumes of all sub accounts and your master account are summed. The fee tier is calculated based on the total volume of sub and master accounts.

What are sub-accounts and master accounts?

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Sub-account is created and controlled by the master account.

Sub-accounts allow you to distribute your funds between them, manage and control the trading and payment activity, and also put some restrictions for certain operations without direct access to them. 

How to delete sub-account?

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​​You can’t delete your sub-accounts. However, you can freeze your sub-account and therefore restrict all trading and payment activity for it.       

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