<div><h3><strong style="font-family:'arial' , 'helvetica' , sans-serif;font-size:16px;font-weight:bolder">If you encounter an error while entering the Google Authenticator code, please follow these troubleshooting steps:</strong></h3><ul style="list-style-type:disc"><li><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Ensure that your device's time is synchronized with the standard time of your timezone.</span></span></div></li><li><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Verification errors may occur if Google Authenticator has not been successfully linked to your account.</span></span></div></li><li style="text-align:left"><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">If multiple accounts are linked to your Google Authenticator, confirm that you are entering the verification code associated with your MEXC account email.</span></span></div></li><li style="text-align:left"><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Each verification code is valid for 30 seconds. Please enter and submit it within this timeframe.</span></span></div></li><li><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Verify that you have installed the correct version of Google Authenticator for your operating system; Authenticator for iOS and Google Authenticator for Android.</span></span></div></li></ul><div style="text-align:left"><br /></div><h2><span style="font-family:'arial' , 'helvetica' , sans-serif"><strong style="font-weight:bolder">1. How to Set Standard Time</strong></span><br /><br /></h2><h3><strong style="font-family:'arial' , 'helvetica' , sans-serif;font-size:16px;font-weight:bolder">1.1 iOS</strong></h3><div><br /></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">1) Ensure your device is connected to the internet.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">2) Go to <strong style="font-weight:bolder">Settings → General → Date & Time</strong>.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">3) Check if the timezone is correct and enable <strong style="font-weight:bolder">Set Automatically</strong>.</span></span></div><div><br /></div><h3><strong style="font-family:'arial' , 'helvetica' , sans-serif;font-size:16px;font-weight:bolder">1.2 Android：</strong></h3><div><br /></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">1) Open <strong style="font-weight:bolder">Google Authenticator</strong> and tap the menu button in the top right corner.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">2) Select <strong style="font-weight:bolder">Settings</strong> to enter the settings page.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">3) Tap <strong style="font-weight:bolder">Time correction for codes</strong>.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">4) Select <strong style="font-weight:bolder">Sync Now</strong>, wait a moment, and the issue should be resolved.</span></span></div><div><br /></div><div style="text-align:center"><img style="max-width:100%;height:auto;font-family:'arial' , 'helvetica' , sans-serif;font-size:16px" src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20250307175603958ntuSWHbx481zxd.png" width="750" height="165" /></div><div><br /></div><h2><span style="font-family:'arial' , 'helvetica' , sans-serif"><strong style="font-weight:bolder">2. Verification Code Errors Due to Incomplete Google Authenticator Linking</strong></span></h2><div><br /></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Some users may experience verification code errors if the Google Authenticator linking process is not fully completed. This typically occurs when users scan the QR code or manually enter the key but fail to complete the required <strong style="font-weight:bolder">Security Verification</strong> step. As a result, the authenticator is not successfully linked to the account, leading to incorrect verification codes.</span></span></div><div><br /></div><div style="text-align:center"><img style="max-width:100%;height:auto;font-family:'arial' , 'helvetica' , sans-serif;font-size:16px" src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20250307175603414A3DpoAQxXWfEpc.png" width="750" height="656" /></div><div><br /></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">You can check the status of your Google Authenticator linking on the <strong style="font-weight:bolder">Security Center</strong> page.</span></span></div><div><br /></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">If the page displays a gray<strong style="font-weight:bolder"> Off</strong> status, it means Google Authenticator has not been successfully linked. You will need to click the <strong style="font-weight:bolder">Off</strong> button on the right and follow the steps to relink Google Authenticator. For detailed instructions, refer to </span></span><a href="https://www.mexc.com/learn/article/17827791509545"><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Linking Google Authenticator</span></span></a><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">.</span></span></div><div><br /></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">If the page displays a green<strong style="font-weight:bolder"> On</strong> status, it indicates that Google Authenticator has been successfully linked</span></span></div><div><br /></div><div style="text-align:center"><img style="max-width:100%;height:auto;font-family:'arial' , 'helvetica' , sans-serif;font-size:16px" src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20250307175603191t0cwsqRteOoFFf.png" width="750" height="340" /></div><div><br /></div><h2><span style="font-family:'arial' , 'helvetica' , sans-serif"><strong style="font-weight:bolder">3. Enter the Correct Verification Code Within the Specified Time</strong></span></h2><div><br /></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Many users link multiple accounts to Google Authenticator for security verification. To ensure successful authentication, please follow these best practices:</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">1) Enter and confirm the verification code before the countdown on the circular timer expires. Each code is valid for 30 seconds and must be used within this timeframe.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">2) Ensure you are entering the correct verification code for your MEXC account. To minimize errors, consider labeling or adding notes to distinguish different account codes, preventing verification failures due to incorrect entries.</span></span></div><div><br /></div><div style="text-align:center"><img style="max-width:100%;height:auto;font-family:'arial' , 'helvetica' , sans-serif;font-size:16px" src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20250307175603852a48uNvlnlwBbOD.png" width="300" height="620" /></div><div><br /></div><div><strong style="font-family:'arial' , 'helvetica' , sans-serif;font-size:16px;font-weight:bolder">Note:</strong></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">1) For instructions on linking Google Authenticator, please refer to </span></span><a href="https://www.mexc.com/learn/article/17827791509545"><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">Linking Google Authenticator</span></span></a><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">2) If none of the five scenarios above apply and the Google Authenticator code remains invalid, you can relink Google Authenticator using the saved backup key.</span></span></div><div><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">3) If you have lost access to your original Google Authenticator, please </span></span><a href="https://www.mexc.com/learn/article/17827791511107"><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif">apply to unlink</span></span></a><span style="font-size:16px"><span style="font-family:'arial' , 'helvetica' , sans-serif"> before reconfiguring it</span></span></div></div><p> </p>
<div><h2 class="heading-2 ace-line old-record-id-D2WWddx8ZoZ8uYxTflZuK8DWsjd">1. Linking Google Authentication</h2><div class="ace-line ace-line old-record-id-RSubdl4sToxtmMxol2ruqn0CsSg">Linking Google Authenticator: Google Authenticator is a dynamic password tool launched by Google. To use it, you need to scan the barcode provided by MEXC or enter the key using your phone. Once added, the authenticator will generate a valid 6-digit verification code every 30 seconds. Upon successful linking, you will need to enter the 6-digit verification code displayed on Google Authenticator every time you log in to MEXC. </div><p><br /></p><div class="ace-line ace-line old-record-id-RSubdl4sToxtmMxol2ruqn0CsSg">Google Authenticator Linking Tutorial: <a href="https://www.mexc.com/en-US/announcements/article/17827791508980" rel="nofollow">How To Set Up Google Authenticator</a> </div><p><br /></p><div class="ace-line ace-line old-record-id-NenCdhmF2o90xyx1FhRuSy0Ms5f"> </div><div class="ace-line ace-line old-record-id-CsccdgcZloTEaUxe46Yut2dRshg"><strong>If you encounter an error while entering the Google Authenticator code, we recommend you to refer to the following methods:</strong></div><p><br /></p><ol class="list-number1"><li class="ace-line ace-line old-record-id-OmLFdWW6coLTRxx8jkBueJCzsWg"><div>For successful verification, please ensure that the time on your mobile phone is synchronized with the standard time of the time zone where you are located.</div></li><li class="ace-line ace-line old-record-id-J2wOdnSaqocn5rxjBQXuDAP1soe"><div>Some phones may require a restart after linking.</div></li><li class="ace-line ace-line old-record-id-PNSsd3CrFoAGIEx9kKTueWmXsDT"><div>Before scanning the QR code, the camera must be turned on and authorized for the app's usage.</div></li><li class="ace-line ace-line old-record-id-C8Udd8wfVobfwcxblMeuLxdBsCf"><div>Please enter the Google Authenticator code correctly. If you make five consecutive incorrect entries, Google verification will be locked for 2 hours, and you must wait until it is unlocked before you can try again.</div></li><li class="ace-line ace-line old-record-id-Q8HSdLZRZoELnyxYTYpuN7O9s4c"><div>The key and QR code obtained after each unlinking and relinking are different. Please make sure to save the latest key.</div></li></ol><div class="ace-line ace-line old-record-id-Ftn4dvji8oMfODxlJXZujU0ss3d"><br /></div><h2 class="heading-2 ace-line old-record-id-JDwEdHaABoE9lxxrSabu0jcsswc">2. Setting Up Anti-Phishing Code</h2><div class="ace-line ace-line old-record-id-N6u7dPWPooDZoMx1D8guZSd6sGh">The Anti-Phishing Code is a string of characters set by the user to help identify fake MEXC websites or emails. If you have set up an Anti-Phishing Code and receive an email from MEXC that does not display it, it is likely to be a phishing email. </div><p><br /></p><div class="ace-line ace-line old-record-id-N6u7dPWPooDZoMx1D8guZSd6sGh">Anti-Phishing Code Setup Tutorial: <a href="https://www.mexc.com/en-US/announcements/article/17827791508983" rel="nofollow">Setting Up Anti-Phishing Code</a></div><p><br /></p><div class="ace-line ace-line old-record-id-Wgjwdi2l3oMtiTx80rouo7blsPb"><br /></div><div class="ace-line ace-line old-record-id-C21udePUqoI3QWxafmpu8OTNs0C">MEXC</div><div class="ace-line ace-line old-record-id-PBhxdGqYhobSt4xQ7sMuW23ysNg">June 13, 2023</div><div class="ace-line ace-line old-record-id-VLrVdnceVoxwk2xQItju7cjAsxa"></div><div class="ace-line ace-line old-record-id-UJ13dokbWoHXizxiQdmucV2xs7X"><br /></div></div><p></p><br class="Apple-interchange-newline" /><br class="Apple-interchange-newline" />
<p><strong style="font-weight:bolder">If you are unable to receive the SMS verification code on your mobile phone, it may be due to the reasons listed below. Please follow the corresponding instructions and try to obtain the verification code again.</strong></p><p><strong style="font-weight:bolder">Reason 1: SMS services for mobile numbers cannot be provided as MEXC does not offer service in your country or region.</strong></p><p><br /></p><p><strong style="font-weight:bolder">Reason 2: If you have installed security software on your mobile phone, it is possible the software has intercepted and blocked the SMS.</strong></p><p><span style="color:rgb( 255 , 0 , 0 )">Solution: Open your mobile security software and temporarily disable blocking, then try to obtain the verification code again.</span></p><p><br /></p><p><strong style="font-weight:bolder">Reason 3: Problems with your mobile service provider, i.e. SMS gateway congestion or other abnormalities. </strong><br /></p><p><span style="color:rgb( 255 , 0 , 0 )">Solution: When your mobile provider's SMS gateway is congested or experiencing abnormalities, it can cause delays or loss of sent messages. Contact your mobile service provider to verify the situation or try again later to obtain the verification code.</span></p><p><br /></p><p><strong style="font-weight:bolder">Reason 4: Too many SMS verification codes were requested too quickly.</strong></p><p><span style="color:rgb( 255 , 0 , 0 )">Solution: Clicking the button to send the SMS verification code too many times in rapid succession may affect your ability to receive the verification code. Please wait for a while and try again later.</span></p><p><br /></p><p><strong style="font-weight:bolder">Reason 5: Poor or no signal at your current location. </strong><br /></p><p><span style="color:rgb( 255 , 0 , 0 )">Solution: If you are unable to receive SMS or experiencing delays in receiving SMS, <strong style="font-weight:bolder">it is likely</strong> due to poor or no signal. Try again in a location with better signal strength.</span></p><p><br /></p><p><strong style="font-weight:bolder">Other issues:</strong></p><p><span style="color:rgb( 255 , 0 , 0 )"><strong style="font-weight:bolder">Disconnected mobile service due to lack of payment, full phone storage, SMS verification being marked as spam</strong></span>, and other situations can also prevent you from receiving SMS verification codes.</p><p><br /></p><p><strong style="font-weight:bolder">Note:</strong></p><p>If you are still unable to receive SMS verification codes after trying the above solutions, it's possible that your have blacklisted the SMS sender. In this case, contact online customer service for assistance.</p>
<p><strong>Dear MEXCers,</strong></p><div style="white-space:unset;" class="ace-line ace-line old-record-id-P5SjdqvCEomQYQxnK1LunUlBsmc">If you have not logged in to Google Authenticator using a Google account before, the cloud sync feature is disabled by default. You do not need to perform any action to disable it.</div><div style="white-space:unset;" class="ace-line ace-line old-record-id-W6aZdwh1AoT4m3xdu7euZBPYsyf">If you have logged in to Google Authenticator using a Google account before, you must follow the steps below to disable cloud sync:</div><p><br></p><div style="white-space:unset;" class="ace-line ace-line old-record-id-WTuAdMQcooPUJlxANzRu3VclsKD">1. Open the Google Authenticator app.</div><div style="white-space:unset;" class="ace-line ace-line old-record-id-RCwkdPP2XoJrBhxeU3cuBi3HsDc">2. Click on the account avatar on the top right corner, select<strong> [Use without an account], </strong>then click on <strong>[Continue]</strong> to disable cloud sync.</div><div style="white-space:unset;" class="ace-line ace-line old-record-id-JIRfdVJudo0FIyxR7mzu02hjsei">Google Authenticator:</div><p style="text-align: center;"><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230605161007930bq6LDRz4IZbYwd.png" width="324" height="321"></p><p><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230605161025604bohFS5oBYo120x.png" style="display: block; margin-left: auto; margin-right: auto;"></p><div style="text-align:left" data-type="image" data-ace-gallery-json="{"items":[{"uuid":"a1c47d7f-ee7d-4ff7-b524-6adaaf33b7cd","height":132.83478260869563,"width":134,"currHeight":132.83478260869563,"currWidth":134,"natrualHeight":456,"natrualWidth":460,"pluginName":"imageUpload","scale":0.29130434782608694,"src":"https%3A%2F%2Finternal-api-drive-stream.larksuite.com%2Fspace%2Fapi%2Fbox%2Fstream%2Fdownload%2Fpreview%2FPpdIb6a3ioNba6xuYMUumiGxslf%2F%3Fpreview_type%3D16","file_token":"PpdIb6a3ioNba6xuYMUumiGxslf","image_type":"image/png","size":51481,"comments":[]}]}" class="image-uploaded gallery old-record-id-U6jVdX3Xao18WaxDlvhuDwa8sAs"><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230605161036071NUYWF5APPBRaHw.png" style="display: block; margin-left: auto; margin-right: auto;"></div><p><br></p><p><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230605161047560X3Na6Fh7kGrqYA.png" style="display: block; margin-left: auto; margin-right: auto;"></p><p><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230605161102103F83C61cwmfNSky.png" style="display: block; margin-left: auto; margin-right: auto;"></p><p dir="ltr" style="line-height:1.38;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;padding:0pt 0pt 11pt 0pt;"><strong style="font-weight:normal;" id="docs-internal-guid-0e619a12-7fff-878c-4cc5-605346303902"><span style="font-size:11pt;font-family:Inter,sans-serif;color:#333333;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:unset;white-space:unset-wrap;"><br></span></strong></p><p dir="ltr" style="line-height:1.38;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;padding:0pt 0pt 11pt 0pt;"><strong style="font-weight:normal;" id="docs-internal-guid-0e619a12-7fff-878c-4cc5-605346303902"><span style="font-size:11pt;font-family:Inter,sans-serif;color:#333333;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:unset;white-space:unset-wrap;">Enjoy trading on MEXC.</span></strong></p><p dir="ltr" style="line-height:1.38;background-color:#ffffff;margin-top:0pt;margin-bottom:0pt;padding:0pt 0pt 11pt 0pt;"><strong style="font-weight:normal;" id="docs-internal-guid-0e619a12-7fff-878c-4cc5-605346303902"><span style="font-size:11pt;font-family:Inter,sans-serif;color:#333333;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:unset;white-space:unset-wrap;">The MEXC Team</span></strong></p><p><br></p><p><br></p>
<div><h1>1. Under what circumstances can I report fraud?</h1><div><p>In any of the following situations, you can report fraud via MEXC's online customer support, email, or by filling out a form:</p><ul style="list-style-type:disc"><li>Someone contacts you by phone, SMS, or email falsely claiming to be a customer service representative requesting a money transfer.</li><li>Someone contacts you via social media offering investment assistance.</li><li>You deposit assets on a platform that claims they can help you profit from your trades, but refuse your withdrawal unless you pay extremely high taxes or interest.</li><li>Impersonating a customer service representative to help you pass KYC or make money transfers and asking you to allow them to remotely control your computer.</li><li>You were the victim of a scam asking you to invest and invite your friends to deposit money on a fake third-party service. After depositing, your assets will disappear.</li><li>Your wallet's private key was leaked and your assets are stolen from your wallet as a result.</li></ul><h1>2. How to Report Fraud</h1><p>If any of the above situations occur, you can report theft/fraud through online customer support or email. Please provide the following information:</p><div><ul style="list-style-type:disc"><li>The circumstances of theft/fraud.</li><li>A screenshot of the assets withdrawn from your account.</li><li>Recipient TxID</li><li><p>Recipient address</p><div> </div></li></ul><p>Note: Victims/whistleblowers must complete KYC verification on MEXC to ensure that the information provided is legal and free of falsehoods, fabrications, or complicity in other scams.</p><p>(Note: After receiving the above information, the platform will temporarily freeze the suspected account according to the investigation results for those who provided information and adequate proof as required to confirm the fraud/theft.</p><p>The victim/whistleblower must report to the police within 48 hours after submitting the above information to MEXC, and provide a receipt verifying that their local police department has accepted the case. If the corresponding proof is not provided, the platform will unfreeze the assets as appropriate.)</p><h1>3. How to provide a withdrawal screenshot, recipient TxID, and recipient address</h1><p>*In the following example, BSC tokens were withdrawn from the MEXC platform.</p><p>Step 1: Screenshot the corresponding transaction on the withdrawal tab:</p><p><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230429013018796K7VscKkwYvXP6k.png" alt="_1.png" style="max-width:100%;height:auto" /></p><p>Step 2: Find the corresponding TxID in the withdrawal record, click on the TxID to look at the blockchain transfer record.</p><div><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230429013020239bD4SotGbRv8w4o.png" alt="_2.png" style="max-width:100%;height:auto" /></div><div>Step 3: Find the recipient address in the "Tokens Transferred" section behind "To".</div><div><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F20230429013021693sZYqBCaak6TQnT.png" alt="_3.png" style="max-width:100%;height:auto" /></div><p>Step 4: After clicking the address, copy the address, and then contact MEXC customer service to check whether the address belongs to a MEXC account.</p><div><img src="https://mexc-rainbown-activityimages.s3.ap-northeast-1.amazonaws.com/banner/F202304290130230789UWBnSaLDSOclU.png" alt="_4.png" style="max-width:100%;height:auto" /></div><div>Note: If the account belongs to another MEXC user, you can refer to <a href="https://www.mexc.com/announcements/article/15440563148953">Stolen Asset Handling Process</a></div><p> </p><h1>4. How can I check my case status?</h1><div><ul style="list-style-type:disc"><li>MEXC actively cooperates with and provides assistance to investigations by law enforcement agencies. Due to the legal restrictions, <strong style="font-weight:bolder">we cannot divulge any information</strong> about ongoing investigations to the affected party. Please contact the relevant law enforcement agency for the latest developments in your case.</li><li>MEXC encourages users to contact law enforcement to report any scams. MEXC works closely with law enforcement agencies to assist them in investigating and prosecuting anyone who may be involved in fraudulent activity.<a href="https://www.mexc.com/announcements/article/15440563148953"></a>Stolen Asset Handling Process</li></ul></div><ol style="list-style-type:decimal"><li style="list-style-type:none"> </li></ol></div><ol style="list-style-type:decimal"><li style="list-style-type:none"> </li></ol></div></div>