Quick Answer: Click Forgot Password on the login page, then verify your identity via your registered email or phone number to reset it. After a successful reset, your account will enter a 24-hour security protection period, during which withdrawals are prohibited.
Password Reset Steps
Step 1: Start the Recovery Process
- Web: Enter your email/phone number on the login page, then click Forgot Password? below the password field
- App: Tap Forgot Password on the login page
Step 2: Identity Verification
Follow the system prompts to complete the following verification:
- Enter the email or phone number used during registration
- Receive and enter the verification code
- If 2FA/Google Authenticator is enabled, additional verification is required
Step 3: Set a New Password
- At least 8 characters long
- Includes at least 3 of the following: uppercase letters, lowercase letters, numbers, special symbols
- Do not use birthdays, phone numbers, email prefixes, or sequential numbers
- It is recommended not to use the same password as on other platforms
Step 4: Log In with Your New Password
After setting, immediately log in using your new password.
Security Protection Period Explanation
To prevent assets from being immediately transferred if your account is compromised, the following protection mechanism will be triggered after resetting your password:
| Restricted Action | Restriction Duration |
|---|---|
| Withdrawals | 24 hours |
The protection will automatically lift after the period ends; no manual application is needed.
If You Cannot Receive the Verification Code
- Email: Check your spam folder or refer to "What to Do If You Don’t Receive the Verification Code"
- Phone: Ensure you have a good signal or try switching your network environment and try again
- If neither works: Your registered email or phone may be deactivated. Please submit a support ticket through the Help Center for manual verification, and have your KYC identification documents ready
⚠️ Important Reminder: Perpvia customer service will NOT proactively contact you via chat apps or email asking for your password, verification code, or remote assistance. Any private messages claiming to "help recover your account" are scams.