Email

How to update my account email

At Backpack Exchange, protecting your account security is our top priority.

To change your email address, please follow the steps below and submit the required information to [email protected].

Please note: Email changes typically take 2–4 business days to complete.

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How to Change Your Backpack Exchange Account Email

1. Send an email to Customer Support

   • In the subject line, enter “Email Change”, “Change Email”, or similar.

   • If you do not receive a reply from Support within 48 hours, please send a follow-up email.

2. Complete Sumsub Verification

   • After receiving a reply from Support, you will be provided with a Sumsub verification link.

   • Access the link and complete the identity verification process.

3. Reply to the email and submit the required identity information

   • The information you need to provide includes, but is not limited to:

   Name and Address Confirmation

   • Please provide your full legal name and current residential address associated with your Backpack Exchange account.

   Source of Income

   • Please provide your primary source of income or occupation details for identity verification.

   Transaction Details

   • Provide as much detail as possible about your account transactions, including (but not limited to):

     • Transaction dates

     • Asset names

     • Asset amounts

     • Transaction hashes or IDs

     The “Transaction Details” can be checked by entering the wallet address at Solscan.io.

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Review Process

• Once we receive your information, your account will be placed under a 48-hour security freeze.

• During this period, we will carefully review and verify your information to ensure account security.

• After the review is approved and the security freeze period has ended, we will proceed with changing your email address.

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Contact Support

If you have any questions or need further assistance, please contact Backpack Support at [email protected]. We will guide you through the entire process to ensure a smooth and secure experience.

Backpack Exchange is committed to maintaining the security and integrity of your account. Thank you for your understanding and cooperation!

Troubleshooting Missing Backpack Emails

1. Ensure network connectivity.

   • Please make sure your internet connection is stable.

   • In some regions, a global VPN may be required.

2. Check your spam or junk folder.

   • Then add the verification email address [email protected] to your whitelist and try again.

3. Check if you are using a decentralized email (e.g., Dmail).

   • Due to differences in architecture and protocols, such email services may sometimes be misclassified or incompatible with certain platforms’ mail systems.

   • If this is the case, we recommend following these steps to update your email address.

If you cannot resolve OTP issues after verifying the above solutions please reach out to Support via [email protected]