Account Security & Maintenance

You can check the authenticity of an email by confirming the sender address comes from one of our legitimate email domains. Ledn uses the following addresses to contact you:

• team@support.ledn.io for automated notifications about your account activity, loan updates, and security alerts.
• learn@comms.ledn.io for newsletters and product updates
• privatewealth@comms.ledn.io for updates and news from our Private Wealth team
• support@ledn.io for direct replies from our team
• privatewealth@ledn.io for direct replies from our Private Wealth team

Have a question or need help?

You can open a support ticket by clicking “Submit a request”  from the top of this page, or by emailing support@ledn.io. For Private Wealth clients, email privatewealth@ledn.io.

Our emails are marked with a blue checkmark verification badge if your email platform supports this security feature.

If you ever get an email that feels off, reach out to our Support team. We'd rather hear from you than have you second-guess it.

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 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 or Hardware Keys for Better Security: After updating your phone number, we strongly recommend switching to phishing-resistant keys (passkeys or hardware keys for the strongest level of protection for your account. To migrate, follow the steps in the article Does Ledn Use Two-Factor Authentication (2FA)? What Is It? to enable a passkey or a hardware key.

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. Follow the steps below to reset it safely and keep your account protected. 

How do I reset my password?

1. Go to the login page
   On the login screen, click “Forgot your password?” under the email and password fields.

2. Request a reset code
   Enter the email associated with your Ledn account and click “Submit Code.” A verification code will be sent to you.

3. Enter the verification code
   Retrieve the code and enter it in the designated field on the Ledn platform.

4. Set a new password
   Create a password that meets all criteria:

   • Minimum 16 characters

   • A mix of uppercase and lowercase letters, numbers, and symbols
     Confirm the new password to complete the reset.

5. Log in with your new password
   Return to the login page and sign in.

Where will I receive the reset code?

• Password reset codes will be sent to the email address associated with your Ledn account..

Important Recommendations

• Use a Strong Password: We recommend using a robust password that is difficult to guess and follows our security guidelines.

• Enable Phishing-Resistant Authentication: Add a passkey or physical security key to your Ledn account for an additional layer of protection. Passkeys use cryptographic authentication and provide stronger protection against phishing and unauthorized access.