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Customer Authentication
Customer Authentication

Useful information on how to properly submit authentication resources, when required by our customer support.

Support Specialist avatar
Written by Support Specialist
Updated over a week ago

For your account's security, whenever you need changes to be applied or information regarding your account, our customer support team may ask you to be authenticated via one of the following methods:

Identity Verification Process

Provide an identity document (i.e., passport, driver’s license, ID card) and a video showing the front and sides of your face via a secure upload link. The secure upload link is sent to your registered Crypto.com email address or phone number via SMS.

Here are two things to keep in mind:

  • The document must be legible enough to confirm its validity.

  • You should be the only person in the video.

Video Authentication Process

Provide a video recording of yourself where you:

  • Show a front and profile view of your face

  • State “security verification for Crypto.com”

  • State the date, including the year

  • Show the identification document (i.e., driver’s license, passport) you used to register your Crypto.com App account

Here are several things to keep in mind:

  • A video with a size of up to 100 MB can be uploaded via the in-app chat. If you send the video via email, there might be different size limitations depending on the provider.

  • You have to turn your head to at least one side so that your profile can be seen.

  • It has to be clearly visible that you are holding the document you registered with. The document must be legible enough to confirm its validity.

  • You should be the only person in the video.

  • You can use the timer of your camera to help you complete the requirements above.

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