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.

If you're not receiving an SMS code when trying to register, log into your Ledn account, follow these steps to troubleshoot the issue.

Possible Reasons You’re Not Receiving the SMS Code

1. Phone Number Change:
   • If you've recently changed your phone number, Ledn may still be sending the SMS code to your old number. Please contact the support team if you have recently changed your phone number. - How do I update my account’s phone number?
2. Using an Authenticator App Instead of SMS:
   • If the screen is asking for a TOTP (Time-based One-Time Password) instead of an SMS code, this indicates you’ve switched to Token 2FA. In this case, open your authenticator app (e.g., Google Authenticator or Authy) to retrieve the code.
3. Mobile Carrier Compatibility Issues:
   • In some cases, your mobile carrier may block certain SMS messages, or there may be compatibility issues with SMS delivery. Contact your mobile carrier to ensure that they are not blocking messages from Ledn.

What Should I Do Next?

• Contact Ledn Support:
  • If you're still not receiving the SMS code and none of the above reasons seem to apply, reach out to us through the Help Center. Our team can confirm if the issue is due to a phone number change, authenticator use, or carrier compatibility, and provide further guidance on resolving the issue.

Migrate to Token 2FA for Better Security

If you’re experiencing frequent issues with SMS codes, consider switching to Token 2FA, which provides a more secure and reliable authentication method. Follow the instructions in the article Does Ledn Use Two-Factor Authentication (2FA)? What Is It? to enable Token 2FA.

If you suspect that your Ledn account has been compromised or hacked, it’s important to act quickly to secure your assets and regain control of your account. Follow these steps to initiate the recovery process.

Step 1: Contact Ledn Support Immediately

If you believe your account has been hacked, the first thing you should do is contact our support team through the Help Center. Once notified, our team will:

• Temporarily disable your account to prevent unauthorized access and protect your assets.
• Cancel or reject any pending withdrawals from your account to prevent further unauthorized activity.

Step 2: Once you are ready to reactivate your account, prepare to Verify Your Identity with our Team. 

To recover your account, you'll need to verify your identity. Please contact our team through the Help Center to do this. We will ask you to follow some steps, which include submitting the following:

• A selfie of yourself holding:
  • Your valid ID (e.g., passport or driver’s license).
  • A piece of paper with the handwritten message: “Ledn Account Recovery” along with the current date.
• Our team will provide you with a secure link where you can safely upload this selfie.

Step 3: Schedule a Security Call

After submitting your identity verification documents, you’ll need to schedule a security call with a member of our team. During this call, we’ll review the incident, discuss any additional steps, and confirm the next steps in securing your account.

Step 4: Account Review by Ledn's Security Team

Once the required verification steps are completed, our security team will carefully review your case. Depending on the findings, the team will either:

• Re-enable your account, or
• Request additional information if necessary to complete the recovery process.

If you believe your email address linked to your Ledn account has been compromised, follow these steps immediately to secure your account and prevent unauthorized access.

Step 1: Contact Ledn Support Immediately

As soon as you suspect that your email has been hacked, contact our support team through the Help Center. Our team will:

• Temporarily disable your account to prevent unauthorized access.
• Cancel or reject any pending withdrawals from your account to protect your assets.

Step 2: Secure Your Email Address

1. Change Your Email Password:
   • If your email account has been compromised, change your password immediately. Choose a strong password that’s unique and not used for any other accounts.
2. Enable Two-Factor Authentication (2FA) for Your Email:
   • Once you’ve secured your email, enable 2FA for your email account to add an extra layer of protection. Most email providers allow the use of an authenticator app (such as Google Authenticator or Authy) to secure access.
3. Review Your Email Account for Suspicious Activity:
   • Check your email account settings for any unauthorized changes, such as unfamiliar forwarding rules or recovery options. Make sure everything is correct and remove any changes you did not make.

Step 3: Once your Email is Safe - Prepare to Verify Your Identity

To regain access to your Ledn account, please contact the Client Success Team through the Help Center. You’ll need to verify your identity by providing the following:

• A selfie of yourself holding:
  • Your valid ID (e.g., passport or driver’s license).
  • A piece of paper with the handwritten message: “Ledn Account Recovery” along with the current date.
• Ledn will provide you with a secure link where you can upload these documents safely.

Step 4: Schedule a Security Call

After submitting the required verification documents, you’ll need to schedule a security call with a member of our team. During this call, we’ll review the situation and help you secure your account further.

Step 5: Account Review by Ledn's Security Team

Once the verification and security call are complete, our security team will review your case. Depending on the findings, the team will either:

• Re-enable your account, or
• Request additional information if further verification is needed.

Can I Close My Ledn Account If I No Longer Wish to Use It?

Yes, you can close your Ledn account if you no longer wish to use the platform. Closing your account is a straightforward process, but there are a few things you need to consider before doing so.

Steps to Close Your Ledn Account:

1. Ensure There Are No Active Loans, DCNs or Digital Assets held in Growth Accounts:
   • Before closing your account, make sure that any active loans are repaid and that you have withdrawn funds from your Growth Accounts or any other Ledn services.
2. Withdraw All Remaining Balances:
   • Go to your account dashboard and withdraw all your remaining funds to an external wallet. 
   • Please make sure you comply with the minimums detailed here. 
3. Contact Ledn Support:
   • Once your account is clear, visit our Help Center and submit a request to close your account. Provide details to ensure that there are no remaining obligations or balances on your account.
4. Confirm Closure:
   • After submitting the request, Ledn will process your account closure and confirm via email once the process is complete.

Are There Any Penalties or Issues If I Close My Account?

• No Penalties: There are no penalties for closing your Ledn account.
• Cooling-Off Periods: If you recently added or modified safelisted addresses, there might be a cooldown period of up to 48 hours before withdrawals can be processed.
• Service Re-Entry: Once your account is closed, if you wish to rejoin Ledn in the future, you will need to go through the account creation and KYC process again.

Additional Details:

Record-keeping: Ledn may keep records of your KYC documentation for a certain period, as required by regulatory authorities, even after account closure.