What do I do if I have been scammed?

If you have provided your Qovex or email account details, granted access to your account or sent funds to a scammer, change your password and re-enable two-factor authentication immediately. If you received an email from Qovex about a suspicious login, check the details and click on the “Freeze” link in the email if you don’t recognize the activity. If you have shared your bank or card information with a third party, notify your bank or card provider immediately. If you clicked on any suspicious links or opened attachments on a potentially fraudulent website, reset your login credentials (change password and re-enable two-factor authentication) and contact your computer expert to make sure that your system is secure and free of malware. Run a malware scan on your computer using a malware removal tool. Report the incident through email at , through a designated channel found on https://www.bitstamp.net or give us a call at (UK), (US) or (other countries).

If you recognize that you are a victim of fraud, we advise you to contact your local police department.

We also encourage you to report scams to your local financial regulator. This helps regulators warn people about current scams, monitor trends, and disrupt scams where possible. Please include details of the scam contact you received, for example, an email or a screenshot.

Also, spread the word to your friends and family to protect them.

YOU SHOULD:

• Change your password and re-enable two-factor authentication immediately. For instructions on how to do that, please read instructions below.
• If you received an email from Qovex about a suspicious login, check the details and click on the “Freeze” link in the email if you don’t recognize the activity.
• If you have shared your bank or card information with a third party, notify your bank or card provider immediately.
• If you clicked on any suspicious links or opened attachments on a potentially fraudulent website, change your password and re-enable two-factor authentication immediately. For instructions on how to do that, please read instructions below.
• Contact your computer expert to make sure that your system is secure and free of malware.
• Run a malware scan on your computer using a malware removal tool.
• Contact your local police.
• Report the fraudulent activity to your local financial regulator.
• Spread the word to your friends and family to protect them.
• Report the incident through email at , through a designated channel found on https://www.bitstamp.net or give us a call at (UK), (US) or (other countries).

How to re-enable two-factor authentication?

If you have access to your Qovex account: If you can log in to your account using two-factor authentication, you can simply disable and re-enable this security feature. You may do so here: /account/security/two-factor-authentication/. During the process, you shall be provided with a brand new 16-digit authentication key, which you should save and keep in a secure place, should you ever require it again in case of lost access to your device. Do not store the authentication key in digital form.

If you do not have access to your Qovex account: If you cannot log in to your account using two-factor authentication, you will need to submit a two-factor authentication reset request. Go to the Qovex login page: /onboarding/login/ . Enter your user ID or email address and password upon trying to log in. You will then be prompted to enter the 6-digit authentication code. When asked to enter the code, please click on “here” to reset your two-factor authentication. Submit all the necessary documents and we will process your two-factor authentication reset request in the shortest time possible. Once your two-factor authentication is disabled, please reset your password anew.

YOU SHOULD:

• Keep two-factor authentication on your Qovex account enabled.
• Create the two-factor authentication profile on a separate device.
• Keep your authentication key in a secure place.

YOU SHOULD NOT:

• Store your authentication key in a digital form.
• Disclose your authentication key to a third party.

How to change password?

You can submit a password reset request here: /onboarding/lost . Simply enter the email address linked to your Qovex account and press the “Recover” button. Once submitted, you will receive an email with a link to our page where you can set your new password. Before logging in to your Qovex account with your new password, please press CTRL+F5 (PC) or Command+R (Mac) to clear your browser’s cache.

YOU SHOULD:

• Use a strong and unique password for your Qovex account.
• Change your password regularly.

YOU SHOULD NOT:

• Reuse your Qovex login password on other websites.
• Store your password in a digital form.
• Share your password with a third party.
• Re-use the password for your email account on other websites.

FAQs (as updated each time) do not constitute and should not be construed as being representations or undertakings made by Qovex in any way. FAQs specific to fraud mitigation are not a representation or warranty that if you follow all recommended steps, you will remedy or mitigate all potential risks of being defrauded or having your Qovex account hacked or being otherwise a victim of a fraud scheme. Qovex disclaims itself from any liability regarding the information made available under FAQs.