Account Security & Maintenance

If you're experiencing trouble accessing the Ledn website, follow these troubleshooting steps to resolve the issue. If the problem continues, you can submit a detailed request for assistance to our team.

Step-by-Step Troubleshooting Guide

1. Ensure Your Device’s Date and Time Settings Are Automatic:
   • On your computer or smartphone, set your date and time to update automatically rather than selecting them manually.
   • Make sure your time zone is set to “automatic” to match your current location.
   • If you’re using an authenticator app for 2FA, ensure the app’s date and time settings are also set to automatic to keep the codes in sync.
2. Clear Browser Cache and Cookies, Then Reset the Browser:
   • Go to your browser’s settings and find the options to clear browsing data, cache, and cookies.
   • Once cleared, restart your browser and attempt to log in again.
   • If this doesn’t work, try using Google Chrome in either traditional or incognito mode for a fresh session.
   • You may also want to try accessing the website on a different device to see if the issue is specific to one device.
3. Disable VPN Connection Temporarily:
   • If you’re using a VPN, turn it off temporarily and try to access the Ledn website again.
   • If this resolves the issue, adjust your VPN settings or whitelist the Ledn website within your VPN.
4. Collect Details If the Issue Persists:
   • On the screen where you encounter the error, right-click and select Inspect.
   • Navigate to the Network tab to view your network details.

Take a screenshot of this tab and submit it through the Help Center. This helps our team investigate and provide further support.

Currently, Ledn accounts are linked to the email address used during registration, and email addresses are not editable. If you need to use a new email address for your account, you’ll need to follow a specific process outlined below.

Can I Change the Email Linked to My Account?

While Ledn does not support email changes, you can create a new account with the preferred email address. Once KYC is approved, you can transfer the balances from your account as applicable. Here’s how:

1. Create a New Account:
   • Sign up for a new Ledn account using your new email address.
   • Complete the KYC verification process to ensure the new account is activated. If you are having issues with your KYC verification, please submit an assistance request through the Help Center. 
2. Transfer Assets from Your Old Account to the New Account:
   • Once the new account KYC is approved, you can transfer any balance in your account from the old account to the new one.
   • Important Note: Any active Ledn Loans must remain in the original account until they are fully repaid and closed.
3. Contact Ledn to Close the Old Account:
   • After transferring your balances and ensuring there are no active loans, please visit the Help Center and submit a request to close your old account.

Important Considerations

• One Account Policy: Ledn permits only one account per individual. However, clients with active loans are exempt from this policy while they have active loans as the original account will need to remain open until the loan is closed.
• Loan Accounts: Any active loans cannot be transferred and must remain with the original account until they are closed.

If you’ve lost access to the device you use for your Token 2FA (authenticator app), Ledn can help you reset this authentication method to SMS. Follow the steps below to start the reset process.

Contact Ledn Support to Request a Token 2FA Reset

1. Submit a Request for Token 2FA Reset:
   • Go to the Help Center and submit a request, specifying that you need a reset for your TOTP/ Token 2FA. 
   • Our Client Success team will provide you with detailed instructions and any specific requirements needed to reset your Token 2FA.
   • Note: In some cases, you may be asked to participate in a security video call as an additional verification step to safeguard your account.
2. Re-enable Token 2FA After Reset (for Better Security):
   • Once your Token 2FA has been reset, we recommend you re-enable it to maintain high security for your account. Follow the steps outlined in the article Does Ledn Use Two-Factor Authentication (2FA)? What Is It? to configure Token 2FA again.

Important Considerations

• Verification Process: To ensure your account security, Ledn may require additional verification steps as part of the 2FA reset process.
• Increased Security with Token 2FA: Re-enabling Token 2FA is recommended as it offers enhanced protection against potential unauthorized access or SIM swap. 

If you need to update the phone number linked to your Ledn account, follow these steps. Your phone number is crucial for receiving SMS-based Two-Factor Authentication (2FA) codes, so it’s important to keep it up to date.

Steps to Update Your Phone Number

1. Submit a Request to Ledn Support:
   • Visit the Help Center and submit a request to update your phone number. In your request, include the new phone number in the international format you wish to link.
   • Ledn’s Client Success team will provide you with instructions on completing the update securely.
2. Follow the Security Verification Process:
   • As part of the update, you’ll go through an identity verification process to confirm your identity and ensure the safety of your account.
   • Note: In some cases, you may be asked to participate in a security video call as an additional verification step to safeguard your account.
3. Verify the Updated Phone Number for SMS 2FA:
   • Once the phone number update is completed, make sure your SMS-based 2FA is working by accessing your account. If you encounter any issues with receiving SMS codes, contact Ledn support for further assistance.
4. Migrate to Token 2FA for Better Security:
   • After updating your phone number, we strongly recommend switching from SMS 2FA to Token 2FA for enhanced security. Token 2FA is more secure and helps protect your account against SIM swap attacks.

To migrate, follow the steps in the article Does Ledn Use Two-Factor Authentication (2FA)? What Is It? to enable Token 2FA.

If you need to update the physical address linked to your Ledn account, follow the steps below. This process is important to ensure your account information remains accurate and complies with regulatory requirements.

Steps to Update Your Physical Address

1. Submit a Request to Ledn Support:
   • Visit the Help Center and submit a request to update your physical address.
   • Our Client Success team will provide you with the necessary instructions and requirements for the update.
2. Provide Proof of Address:
   • As part of the update process, you’ll be required to submit a valid Proof of Address document. This document must meet the following criteria:
     • Dated within the last 90 days.
     • Includes your full name and the new address.
     • Accepted Document Types:
       • Main utility bills (e.g., electricity, water, gas, phone, TV, internet).
       • Bank Debit Card Statements.
       • Bank Credit Card Statements.
       • Personal Insurance Payments.
       • Government ID that is not the same as the one used for your identity verification.
       • Documents issued by the corresponding authority in your current country certifying your place of residence.
3. Additional Requirements for Address Changes Due to Migration:
   • If you’ve migrated to a new country, Ledn may also require submission of a government-issued photo ID (for example, Driver’s License or Passport) from the new place of residency to verify the update.

Changing your Ledn account password is quick and secure. If you need to update your password, follow the steps below to ensure your account remains protected.

Steps to Change Your Password

1. Go to the Login Platform:
   • On the login page, under the email and password fields, click on "Forgot your password?" to initiate the reset process.
2. Request a Password Reset:
   • Enter the email address associated with your Ledn account, and click on "Submit Code".
   • A verification code will be sent to your email or as an SMS. 
3. Enter the Verification Code:
   • Retrieve the code from your email and enter it in the designated field on the Ledn platform.
4. Set a New Password:
   • Create a new password that meets the following criteria:
     • Minimum of 16 characters.
     • Includes a mix of uppercase and lowercase letters, numbers, and symbols for added security.
   • Confirm the new password.
5. Log in with Your New Password:
   • Once the reset is complete, return to the login page and sign in using your new password.

Important Recommendations

• Use a Strong Password: We recommend using a robust password that is difficult to guess and follows our security guidelines.
• Enable Two-Factor Authentication (2FA): For enhanced account security, enable Token 2FA to protect against unauthorized access.