If you’re looking to change your account information, you can find an overview of our procedures below:
Two-Factor Authentication (2FA)
Please reference our guide on disabling 2FA here. If you do not have a backup of your 2FA reset key, you will need to open a support ticket for assistance. Please reach out to us here, and provide as much information as possible regarding your account in order to receive a fast 2FA reset. Information about your latest deposits, trades, balances, and account activity will be very helpful in confirming your identity.
Due to security precautions, it is not possible to change the email address that was used to create your account at the time of registration.
If you have access to the email you'd like to switch, simply create a new Poloniex account and transfer your funds from the original account to your new account. Thanks to off-chain Poloniex transfers, you will not be charged withdrawal fees. You can withdraw your funds here, and export your trade history here. Let us know once this is complete and we can close your old account.
In certain cases where this is not possible, our security team may be able to assist in a fund transfer to a new account. Our ability to do so depends on the verification tier of the old account and other factors.
Follow the steps below to expedite a necessary fund transfer:
- Close any open orders, margin/loan positions and offers on your current Poloniex account.
- Create a new Poloniex account using an email address that you will not lose access to.
- Verify your new account using our official mobile app only (iOS or Android) - not our website. Note: Do NOT link your new account and your old account.
- Enable two-factor authentication on this new Poloniex account by visiting poloniex.com/2fa on your computer.
- Create a ticket with your new Poloniex account email address, noting that you have followed the above steps.
Be aware that both accounts will be frozen until the completion of the fund transfer process (this can take several weeks to complete).
If you are no longer able to access the email account for any reason, please open a support ticket.
If you’d like to change the name on your account, please reach out to our team for assistance. Please be aware that we may require documentation (marriage certificate, divorce decree, adoption decree, court order, etc) if you’re making a full name change. Note that this change will result in a temporary account freeze while we process your request.
If you’d like to change the address or country on your account, please reach out to our team for assistance. Please be aware that we may require proof of residence. Note that this change will result in a temporary account freeze while we process your request.
Please reach out to our team for assistance with this matter. Note that this change will result in a temporary account freeze and identity re-verification while we process your request.