Account management - FAQ's

TABLE OF CONTENTS

• How can I reset my password?
• My 2FA is not working. How to resolve it?
• I accidentally deleted my 2FA, please reset it.
• I need to change my email ID.
• I am not receiving the notifications for emails.
•  My emails are redirected to spam.
• How to do the liveness check?

• How can I reset my password?

To reset your password, please follow these steps:

• Navigate to the login page.
  
• Click on the "Forgot password" link.
  
• Follow the instructions provided to reset your password.

• My 2FA is not working. How to resolve it?

If your 2FA is not working, there could be several reasons for the issue. Please ensure the following:

• Check that the time on your device running the authenticator app is synced correctly.
• Verify that you are entering the correct code generated by your authenticator app.
• Make sure you have not accidentally disabled 2FA for your account.
• If you recently switched or reset your phone, ensure that you have set up 2FA again for your account.
• If none of the above resolves the issue, contact support for further assistance

• I accidentally deleted my 2FA, please reset it.

To reset your 2FA after accidentally deleting it, please reach out to customer support for assistance. They will guide you through the verification process and help reset your 2FA securely.

• I need to change my email ID.

Here's a breakdown of the steps you need to follow:

• Obtain a board resolution from your organization, clearly stating the decision to change the email address associated with your account. This resolution should be provided by the relevant authorities within your organization.
• Once you have the board resolution, please provide it to us. We will then proceed to update your email address in our records.
• After updating your email address, we will send a fresh invitation to join the Liminal team to your new email address.
• Upon receiving the invitation, please accept it to join the Liminal team using your new email address.
• Once you've joined the team with the new email address, you can proceed to add any necessary information or make any required adjustments within the team.

• I am not receiving the notifications for emails.

If you're not receiving email notifications, here are some steps you can take:

Check your email settings to ensure notifications are enabled.

• Verify your spam/junk folder in case the emails are being filtered there.

• Whitelist the email address of the platform to ensure emails are not blocked by your email provider.

• Update notification settings within your account on the platform if necessary, ensuring that email notifications are enabled for the desired events or actions.

Following these steps, you can troubleshoot and resolve the issue with email notifications.

• My emails are redirected to spam.

If your emails are being redirected to the spam folder, here's what you can do:

• Open your spam folder in your email client.

• Find the emails from the sender that you want to receive in your inbox.

• Mark those emails as "Not Spam" or "Not Junk" in your email client.

• Additionally, add the sender's email address to your contacts or address book.

• This will help your email client recognize future emails from the sender as legitimate and prevent them from being redirected to the spam folder

• How to do the liveness check?

As part of our robust security measures, we perform a liveness check to verify the authenticity of the Initiator to initiate a transaction. This helps safeguard your account and transactions. Follow these steps to complete the liveness check:

• Initiation:

  • Click the "Verify Now" button.

  • You'll be redirected to the Sumsub UI for the liveness check.

• Positioning:

  • Ensure your face is positioned within the designated frame on the screen.

• Follow Instructions:

  • Adhere to the on-screen prompts, such as blinking or nodding, to confirm your live presence.

• System Analysis:

  • The system will evaluate the data you've provided.

• Confirmation:

  • If successful, a confirmation of the completed liveness check will be displayed.

• Troubleshooting:

  • If there are any issues, you'll receive guidance on the necessary resolution steps.

If you have any questions or queries please reach out to us at support@lmnl.app