FAQ For Download/Access, Registration, Login

Unable to Download App

• iOS system currently supports direct search and download in the following countries/regions:
  United States, Hong Kong, Turkey, Nigeria, Australia, Japan, South Korea, Canada, Kazakhstan, Philippines, Germany, Indonesia, Pakistan, Thailand, Brazil, Belarus, Italy, Netherlands, France, United Arab Emirates, Poland, Cambodia, Spain, Romania, Uzbekistan, Armenia, Sweden, Argentina, New Zealand, Lithuania, Chile, Uruguay, Paraguay, British Virgin Islands (the availability of these regions may change based on local policies, please refer to system prompts for accuracy).
• For regions not listed above, the app cannot be directly searched for on the App Store. Follow the iOS system's app download tutorial to download the app. If you have previously downloaded it and not deleted it, you can find and use it normally under "Purchased Items" in the App Store.
• If you are unable to download normally, please try the following solutions:
• Switch networks: Use cellular data/Wi-Fi.
  Try restarting your phone.
  Try switching devices.

Unable to Update App

If you encounter issues updating the app, please try the following solutions:

• Switch networks: Use cellular data/Wi-Fi.
• Uninstall the app and reinstall it.
• Try switching devices.
• Try restarting your phone.

CRM Web Official Site Cannot Be Accessed

If you are unable to open the CRM Web official site, try the following solutions:

• Switch networks.
• Try using a different browser, preferably Google Chrome or Mozilla Firefox.
• Try switching devices.
• Clear your browser cache.
• Restart your computer.

If repeated attempts are unsuccessful, try using the app instead.

Unable to Register

1. Region Restriction Prompt

If the page indicates a region restriction preventing registration, it means service cannot be provided in your area due to compliance with local laws and regulations.

2. Information Already in Use Prompt

The system only supports one account per phone number/email. If the registered phone number/email is not yours, click "Forgot Password" or submit an account cancellation request. Once approved, you can re-register.

3. Cannot Receive Verification Code

a) If you've never registered before and cannot receive the verification code:

• Ensure you clicked the "Get" button.
• Avoid frequent clicks if there's a delay.
• Check if the message is being blocked by your phone/email settings.
• Ensure your phone bill is paid.
• Check your email spam folder.

b) If you have an account and suddenly cannot receive the code:

Contact customer service with your UID for assistance.

Unable to Login

1. App Login Issue

If you encounter login issues on the CRM app, try:

• Updating the app to the latest version.

• Closing the app, switching networks (cellular/Wi-Fi), and restarting the app.

• If using cellular data only, switch to airplane mode, then switch back to cellular and restart the app.

2. Web Login Issue

If you encounter login issues on the CRM website, try:

• Clearing browser cache and cookies.

• Trying a different browser.

• Attempting to log in using Google Incognito mode.

3. Forgot Login Account

a) Click "Forgot Password" on the login page. If it says the account doesn't exist, it's not registered.

b) If prompted for more verification information, your phone/email has a registered account:

• • If the account has no assets and is not verified: abandon and re-register.
  • If the account has assets but is verified: provide account registration time, asset source, recent login location, KYC information, and contact customer service.

Forgot Login Password

Click "Forgot Password" on the login page to reset. After resetting, asset withdrawals and transfers to fiat accounts are restricted for 24 hours but deposits and trading are unaffected.

Forgot Login Security Item

If the security item is unavailable, submit information to reset it. Changes will restrict withdrawals and transfers to fiat accounts for 24 hours but won't affect deposits and trading. After changing, keep your verification method secure to avoid inconvenience.