Login
I forgot my login information during the login process. What should I do?
If you forget your login information, please get in touch with our customer service or your relationship manager with your identification documents readily available on hand. Once your identity is verified, we will change your username/login email as requested.
I know my username and password, but I can't log in. What should I do?
If you are having trouble logging in with your username and password, please try the steps below to troubleshoot:
1. Make sure that:
No typos in your username and password.
You've entered your full email address. For example, '[email protected]' instead of 'username@gmail.'
Turn off the Caps lock.
Your keyboard is in the correct language.
2. If the measurement above still fails to resolve the issue, refresh your browser and try to log in again.
3. Check your internet connection and ensure that you are properly connected.
4. If the issue persists, you can contact our customer service to reset the login information
Security
I haven't received the mobile verification code yet. What should I do?
If you failed to receive the mobile verification code via SMS, please troubleshoot with the following guidelines:
The phone number may be incorrect.
Verify if the phone number you registered under your account matches the number you are currently using. Alternatively, you can change your phone number to the one you wished to receive the message under 'Personal Information' under 'My Profile.
The service provider may have blocked the message.
You may have reported this type of notification message or email as junk information.
SMS: Contact your carrier to stop such information from being blocked.
The verification message may have been blocked by your phone.
Check your SMS blocklist settings. Go to Messaging > Blocked, touch the three-dot menu, and see if the message is in the blocked message list.
You may have a poor network connection.
In some cases, the server may not be able to send the verification message due to factors like poor network signal reception or an unreliable carrier's network. Please wait for a while, or obtain the verification code again after the penalty elapses.
I haven't received the email verification code during the sign-up process. What should I do?
Please click on the 'Send again' button if you failed to receive the email verification code during the sign-up process.
If the issue persists:
Check your spam or junk email filter to ensure that emails from FGA aren't in this folder. If they are, add the @fga.io> email domain to your email account's safe senders list.
Make sure that you have entered the correct email.
Furthermore, contact your ISP (Internet Service Provider) to ensure that they aren't blocking email traffic coming from FGA.
I can't upload pictures/documents of my identity proof during the KYC process. What should I do?
Try uploading the original photo instead of an edited version. Editing photos (example: with iPhoto or Photoshop) before uploading them may cause the upload to fail.
Check the photo format. Try only uploading JPG, PDF, and PNG files.
Check the size of the photo. We recommend uploading images under 25 MB.
Make sure you're using the latest version of your browser.
If the issue persists, please do not hesitate to our customer service.