How to request account reactivation through Persona (Unfreeze account)

Modified on Wed, 17 Jan 2024 at 10:22 AM

If your account is locked due to reasons like …

  • multiple attempts of incorrect 2FA input

  • account suspension via Bitkub LINE Connect or email by yourself

  • changing a phone / phone loss, the Authenticator application being deleted


or for other reasons, you can submit a request together with your verification details to request the account unlock through the Persona system. Please see the instructions below.

What you need to prepare

  • A mobile phone or a laptop with a camera

  • Your Thai national ID (or a passport for foreign users) *The document must be valid.

How to process your request on Persona

1. Click on the Persona link attached to the email. (The email must be sent from [email protected] only, and the link must begin with https://bitkub.withpersona.com/...)

2. Select your nationality and click Next.

  • You can change the language from the language icon at the bottom left as shown in the screenshot below.


3. Fill in your first name - last name and the email address registered with your Bitkub account, then tap "Submit".


4. Select the reason for your account freeze and click Submit.

  • If the reason you choose is related to 2FA, OTP, and mobile devices, you will also need to select whether you want to deactivate the 2FA function or not.

5. Take a photo of your new and valid identity document by clicking on the green button with the camera symbol.

  • Take a photo of the front of your valid ID card (for Thai nationals).

  • Take a photo of the biometric page of your valid passport (for non-Thai nationals).

  • Click Upload a photo to upload the prepared photo of your identification.


  • For Thai nationals, once the photo of the front of your ID card is accepted, the system will direct you to take a photo of the back of your ID card; please hold your ID card still in the frame displayed on the screen and click 'Take photo'.


6. Take your selfie.

  • Click 'Get started' to start taking your selfie with your device’s camera.

  • Click 'Add a photo from another device' if you want to upload a prepared selfie.




  • Please follow the instructions accordingly.


               Screen_Shot_2564-12-20_at_15.33.56.png Screen_Shot_2564-12-20_at_15.34.11.png

An example of an incorrect selfie (the user is wearing glasses while taking the photo).

     

Example of a correct selfie

  • Position your face in the middle of the frame before taking the selfie.

  • Remove the face mask, glasses, or any accessories that are covering your face.

  • Turn your face slightly according to the instructions of the system.

Screen_Shot_2564-12-21_at_18.48.35.png


7. Read and mark the checkbox to accept the DOPA Consent and click Submit.

You will then see a message informing you that you will receive an email to inform you of the result within 1 - 24 hours. You can close the window at this step.

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