When you cannot sign in
If you are unable to sign in to Gate.io, remain calm and follow the platform’s official recovery steps. Common causes include forgotten passwords, lost two-factor devices, and account holds triggered by suspicious activity. Do not rely on advice from unofficial social channels—use Gate.io’s verified support flow and prepare to provide requested verification evidence.
Password reset procedures
Initiate the password reset from Gate.io’s official recovery page. You should receive an email with reset instructions—inspect the message carefully, confirm the sender, and avoid links in messages that appear suspicious. After resetting your password, re-evaluate your security posture: rotate API keys, re-enroll MFA, and check active sessions. Make your new password unique and store it in a password manager.
Lost or stolen 2FA devices
Losing access to your authentication device is stressful but manageable if you have prepared with backup codes. Use the backup codes to regain access, then reconfigure 2FA on a new device and generate fresh backup codes. If you did not store backup codes, follow Gate.io’s identity verification path—this may require ID verification, proof of recent transactions, or other validation steps to confirm ownership.
What to do after a suspected compromise
If you suspect your account was compromised, take immediate action: change your password from a secure device, remove connected API keys, revoke active sessions, and re-enroll MFA. Transfer funds to a secure wallet if you believe withdrawals may be possible and you can safely do so. Document all suspicious events, timestamps, and any emails or messages involved to support investigations.
Prevent future incidents
After recovery, strengthen your account: use hardware-based MFA, enable withdrawal whitelisting, and limit API permissions. Consider a cold-storage approach for long-term holdings and keep only operational balances on exchanges. Conduct periodic security reviews—verify that recovery contact info is current and that all access methods remain under your control.
Contacting support and record-keeping
When contacting Gate.io support, use the official support channels in your account or the verified portal. Save the support ticket number and correspondence. Maintain local copies of any evidence you provide—screenshots, transaction IDs, and timestamps—to accelerate resolution. If you are in a jurisdiction that allows it, report large financial theft to local authorities as well as to the exchange.