FAQs

What should I do if I forgot to enter an invitation code during registration?

• If you did not enter an invitation code correctly during registration, your account will still be successfully created. However, once registration is complete, the invitation code cannot usually be added or changed.

• If you believe this is an error, please feel free to contact our support team at [email protected].

Can I change my invitation code?

Invitation codes are generally fixed after registration and cannot be modified.

Can a user register two accounts using different IDs?

For security and compliance reasons, each user is permitted to maintain only one verified account. Creating multiple accounts with different IDs may result in account restrictions or suspension.

What should I do if I do not receive the registration verification email?

• Check your spam or junk mail folder.

• If you still have not received the verification email, please feel free to contact our support team at [email protected].

How long does the verification process take?

Most verification requests are processed within a few minutes to several hours. In some cases requiring manual review, it may take up to 1–3 days.

If your application shows ‘manual review required’ and it has not been approved within 3 days:

1. Please check if two accounts are using the same KYC information.

2. If not, check your email (including spam/junk folders) for any message from [email protected].

3. If you still haven’t received any update, please email [email protected] directly, and our team will follow up.

Is my submitted information secure?

Yes. All documents and personal data are transmitted and stored. Your information is strictly used for identity verification in compliance with regulatory requirements.

How can I ensure the security of my account after registration?

We strongly recommend enabling two-factor authentication (2FA), setting a strong and unique password, and updating your security settings regularly. Avoid sharing your login details with anyone.

Do I need to complete KYC again if I change my personal information?

• Yes. If your legal name, address, or identification documents change, you may be required to update your KYC information and undergo re-verification.

• Please use the email address registered with the exchange to send a change request to [email protected], and we will process it as soon as possible.

Can I change my KYC information to another person (i.e., transfer my account)?

No. Exchange accounts are personal and non-transferable. KYC ties the account to the verified individual (or entity for corporate accounts). You may update your own details (e.g., new passport, legal name change, address) with supporting documents, but you cannot replace the verified person.

• If another person wants to use Backpack, they must create their own account and complete KYC.

• Sharing or selling accounts is not allowed and violates our Terms.

• For business use, apply for an entity account instead.

• Need to correct your information? Contact [email protected].

Is registration available in all countries/regions?

Due to legal and regulatory requirements, our services are not available in certain countries or regions. Please refer to the supported regions page or official announcements.

What should I do if I forget my login account after registration?

If you forget your login email or account details, please use the account recovery feature on the login page or contact customer support for verification and recovery assistance.

Can I permanently delete my account?

Yes, you can delete your account. For detailed instructions, please refer to this page.

⚠️Please note that once deleted, you will not be able to register again within 6 months.