Having issues with something? Here are answers on how to fix it.

Official I tried to verify my account but encountered an error. What can I do?

It is unfortunate that you have experienced issues while verifying your Nexo account. Please try the following troubleshooting steps: log out and back into your Nexo account; clean the cache and cookies of your browser or enter ‘private’/’incognito’ mode; turn off all built-in translation add-ons/widgets and ad-blockers (if any); try from a different browser; if…

Official How do I set up Two-Factor Authentication without a smartphone?

If you do not possess a smartphone at the moment or you wouldn’t like to use it for any reason, you can choose to use the SMS Authentication in the Security page of your Nexo account. Please make sure that you first disable the Google Authenticator/Authy option if it has previously been enabled. Or you…

Official Is this email really from Nexo?

Always check the header of emails you receive. All official Nexo emails are sent from a mail address that has at the end.

I sent funds to the wrong address; is there a way to get them back?

By making a deposit, you acknowledge that Nexo is not responsible for any coins sent to the wrong address. At the same time, we always strive to help in any way possible as we know that mistakes do sometimes occur, so feel free to contact [email protected] or submit a request. We are fixing similar issues…

Official How to set up 2FA (Two-Factor Authentication)?

You can set up Two-Factor Authentication (2FA) on the Security page > 2FA Settings. Click “Enable” on your preferred option. You can use either Google Authenticator/Authy/any other authenticator or SMS Authentication. Open your 2FA application and either use the phone camera to scan the QR code or enter the code manually. Please wait for a…

Official How do I reset my 2FA (Two-Factor Authentication)?

If you have set up 2FA using an authenticator app and would like to transfer your 2FA codes on another device, or simply would like to change the preferred 2FA method, you have to first disable the active one. You can perform this action on the Security page > 2FA Settings. You will be prompted…

Official How can I contact Customer Support?

You can contact our Customer Support team by: Filling in this form. Sending an email to [email protected] Using our Live Chat, which is located on the bottom right side of your screen.

Official Problem with Captcha

Please ensure that you click on the “Click to Verify” button on the Login screen. After that, using the slider please move the puzzle piece and slide it in the right place. Please refresh the page or use the incognito mode if the problem persists.

Official Forgot Password

In order to reset your password please follow the steps below: 1. Please click on the “Forgot Password” button on the Login screen 2. A new window will open, where you must enter the email address you have registered with your Nexo account. 3. Please click on ‘Reset Password’ and then slide the puzzle piece…

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