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.

If you suspect that your Ledn account may have been compromised or hacked, it’s important to act quickly to help protect your account and assets.

Step 1: Contact Ledn Client Success Immediately

If you believe your account has been compromised, please contact our Client Success team through the Help Center or by email as soon as possible.

Once our team has reviewed your report, our team will take appropriate protective steps to help secure your account.

Examples of suspicious activity may include:

• Unrecognized login notifications

• Unauthorized password or 2FA changes

• Unexpected withdrawals, trades, or loan activity

Step 2: Verification 

Our team will guide you through a verification process to confirm your identity and gather additional information regarding the reported activity.

Step 3: Account Recovery

Once you are ready to recover access to your account, we will provide the next steps required to proceed with the recovery process.

Step 4: Account Review

Once the required verification steps are completed, our internal teams will carefully review your case.

Depending on the findings, we may:

• Re-enable your account, or

• Request additional information if necessary to continue the review process.

Additional Security Recommendations

To help keep your account secure and reduce the risk of future unauthorized access, we recommend reviewing our article:

What Should I Do to Keep My Ledn Account Safe?

This article includes important security best practices and proactive measures you can take to better protect your account and personal information.

If you believe your account has been compromised, please contact us immediately through our Help Center or by email.

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

Step 1: Contact Ledn Client Success Immediately

As soon as you suspect that your email has been compromised, please contact our Client Success team through the Help Center or by email.

Once our team has reviewed your report, our team will take appropriate protective steps to help secure your account.

Step 2: Secure Your Email Address

Change Your Email Password

If your email account has been compromised, change your password immediately. Choose a strong and unique password that is not used for any other accounts.

Enable Two-Factor Authentication (2FA)

Once your email is secured, enable 2FA on your email account for an additional layer of protection. Most email providers support authenticator apps such as Google Authenticator or Authy.

Review Your Email Account for Suspicious Activity

Review your email account settings for any unauthorized changes or suspicious activity and remove anything you do not recognize.

Step 3: Verification & Investigation

Once your email account has been secured, our team will guide you through a verification process to confirm your identity.

Our internal teams will then conduct a security review and investigation of the reported incident.

Step 4: Security Review

Once the required verification steps are completed, our internal teams will carefully review your case.

Depending on the findings, we may:

• Re-enable your account, or

• Request additional information if necessary to continue the review process.

Additional Security Recommendations

To help keep your account secure and reduce the risk of future unauthorized access, we recommend reviewing our article:

What Should I Do to Keep My Ledn Account Safe?

This article includes important security best practices and proactive measures you can take to better protect your account and personal information.

If you believe your email has been compromised, please contact us immediately through our Help Center or by email.

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.

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.

TOTP (Time-Based One-Time Password) is an authentication method that generates a temporary verification code through an Authenticator App, such as Google Authenticator or Authy.

When you log in to your Ledn account, you'll be asked to enter the code currently displayed in the Authenticator App associated with your Ledn account.

How Does TOTP Work?

Your Authenticator App generates a temporary 6-digit verification code associated with your Ledn account.

The code changes automatically after a short period of time. When Ledn asks you to authenticate:

•  Open the Authenticator App you used when setting up TOTP.

•  Locate the code associated with your Ledn account

•  Enter the current 6-digit code when prompted.

What If My Authentication Code Isn't Working?

If your TOTP code isn't being accepted:

•  Make sure you're entering the code associated with your Ledn account, particularly if you have multiple accounts saved in your Authenticator App.

•  Wait for a new code if the current one is close to expiring.

•  Make sure the date and time on your device are set to update automatically, as TOTP codes are time-based.

•  Verify that your Authenticator App and device are properly synchronized.

If the issue continues, please contact Ledn's Client Success Team for assistance.

What If I Lose Access to My Authenticator App?

If you lose access to the device or Authenticator App containing your Ledn TOTP, you'll need to contact Ledn's Client Success Team.

For security purposes, we may require additional identity verification before resetting your authentication method. The existing recovery process allows the authentication method to be reset to SMS once the required verification has been completed.

For more information, visit: Lost Access to Your Two-Factor Authentication (2FA) Method? Here's How to Reset It

A Passkey is a phishing-resistant authentication method that allows you to securely verify your identity without entering a verification code.

When you use a Passkey, your device or credential manager asks you to confirm your identity using a method you already use to unlock or authenticate on your device, such as:

• Facial recognition

• Fingerprint

• Device PIN

• A supported password manager

These methods are used to authorize the use of your Passkey; they are not the Passkey itself.

At Ledn, Passkeys and Hardware Security Keys are both considered Phishing-resistant Keys and provide stronger protection against phishing and unauthorized access.

Where Is My Passkey Stored?

When you create a Passkey, it is saved through the device or credential manager you choose during setup.

Depending on your device and setup, your Passkey may be managed through a supported device ecosystem or password manager.

This is important because where you choose to save your Passkey can determine where it will be available later.

For example, a Passkey may be available across other compatible devices connected to the same ecosystem or credential manager. If it is not available on the device you are currently using, you may need to use another device where the Passkey is available.

What's the Difference Between a Passkey and a Hardware Security Key?

Both are Phishing-resistant Keys, but they work differently.

•  A Passkey is a digital credential connected through a supported device or cloud credential service. When setting up your Passkey, it is important to consider the device or credential service you choose, as this can determine which devices can access and use your Passkey. 

•  A Hardware Security Key is a separate physical security device, such as a YubiKey or Google Titan, that you use to authenticate.

If you'd like to learn more about physical security keys, visit:

What Is a Hardware Security Key and How Do I Set It Up?

How Do I Set Up a Passkey?

1.  Log in to your Ledn account.

2.  Navigate to Settings → Security → Two-Factor Authentication.

3.  Under Phishing-resistant Keys, select the option to add a new key.

4.  Enter your Ledn account password to complete the security verification.

5.  When asked which type of key you would like to add, select Passkey.

6.  Choose how you would like to create your Passkey using the options supported by your device, such as biometrics, another device, or a password manager.

7.  Follow the instructions provided by your device or credential manager to complete the setup.

Once completed, your Passkey will be connected to your Ledn account and ready to use for authentication.

What If I'm Having Issues With My Passkey?

If you're having trouble accessing your account with your Passkey, try the following:

1. Try the device where you originally created your Passkey.

2. Check your credential manager: Make sure you're signed in to the same device ecosystem or password manager where your Passkey is stored.

3. Try another compatible device: If your Passkey is cloud-synced, it may already be available on your other devices.

4. If you can still access Ledn from another device: Log in and review your Passkey settings under Settings → Security → Two-Factor Authentication.

If you still cannot access your account after trying these steps, please contact Ledn's Client Success Team.

Our team will guide you through the required identity verification and account recovery process. Once verification is completed, your authentication method can be reset to SMS so you can regain access and configure a new Passkey.

For additional information, visit:  Lost Access to Your Two-Factor Authentication (2FA) Method? Here's How to Reset It

A Hardware Security Key is a physical device (often similar in size and appearance to a USB drive,) that you can use to securely verify your identity when accessing your Ledn account.

At Ledn, Hardware Security Keys and Passkeys are both considered Phishing-resistant Keys, providing stronger protection against phishing and unauthorized access.

Hardware Security Keys can include physical security devices such as YubiKey or Google Titan.

How Does a Hardware Security Key Work?

Unlike an SMS or Authenticator App code, a Hardware Security Key requires you to have access to a physical device when authentication is required.

Depending on the security key you're using, you may connect or interact with it through USB or USB-C or another method supported by your device and browser.

What's the Difference Between a Hardware Security Key and a Passkey?

Both are Phishing-resistant Keys, but they work differently.

•  A Hardware Security Key is a separate physical device that you use to authenticate.

•  A Passkey is a digital credential connected through a supported device or cloud credential service and may allow you to authenticate using biometrics, your device PIN, or a password manager.

To learn more, visit: What Is a Passkey and How Do I Set It Up?

How Do I Set Up a Hardware Security Key?

1.  Log in to your Ledn account.

2.  Navigate to Settings → Security → Two-Factor Authentication.

3.  Under Phishing-resistant Keys, select the option to add a new key.

4.  Enter your Ledn account password to complete the security verification.

5.  When asked which type of key you would like to add, select Hardware Key.

6.  Connect or activate your Hardware Security Key when prompted by your browser.

7.  Follow the on-screen instructions to complete the registration.

Once completed, your Hardware Security Key will be registered to your Ledn account.

Can I Add More Than One Hardware Security Key?

Yes. You can register multiple Hardware Security Keys to your account.

We recommend registering 2–3 Hardware Security Keys and keeping backup keys in separate, secure locations. This can help you maintain access if one of your keys is lost, stolen, or damaged.

Which Browsers and Devices Support Hardware Security Keys?

Hardware Security Key authentication at Ledn uses the WebAuthn standard and is supported by most modern desktop browsers.

Supported desktop browsers:

•  Google Chrome

•  Mozilla Firefox 

•  Microsoft Edge 

For the best compatibility and security, we recommend using the latest available version of any of the supported browsers listed above.

Currently limited or not supported:

•  Safari has limited WebAuthn support and Hardware Key authentication may not work reliably.

•  Mobile browsers are currently not supported for Hardware Key authentication.

What Should I Do If My Hardware Key Isn't Recognized?

If your browser doesn't recognize your Hardware Security Key:

1.  Make sure your browser is up to date.

2.  Try a different USB or USB-C port or reconnect your key.

3.  Try another supported browser.

4.  If the issue persists, contact Ledn's Client Success Team for assistance.

What If I Lose My Hardware Security Key?

If you have another registered Hardware Security Key, you can continue accessing your account with your backup key and remove the lost key from your security settings.

If you've lost access to all of your registered keys, please contact Ledn's Client Success Team so we can guide you through the identity verification and account recovery process.

For more information, visit: Lost Access to Your Two-Factor Authentication (2FA) Method? Here's How to Reset It

If you've lost access to your Authenticator App (TOTP), Passkey, or Hardware Security Keys, Ledn can help you regain access to your account.

What Should I Do?

If you can no longer authenticate, please contact Ledn's Client Success Team through the Help Center using the email address associated with your Ledn account.

For security purposes, we'll guide you through the required identity verification process. Once successfully completed, we'll reset your authentication method to SMS so you can regain access to your account.

Once you have access again, you can configure a new Passkey or Hardware Security Key from your account's Security Settings.

What If I Lose One of My Hardware Security Keys?

If you have another registered Hardware Security Key, you don't need to complete the account recovery process.

Simply:

1.  Log in using one of your other registered Hardware Security Keys.

2. Navigate to Settings → Security → Two-Factor Authentication.

3. Find the Hardware Security Key you lost and select Delete.

4. Follow the authentication steps to confirm the removal.

5. If needed, register a new Hardware Security Key as a replacement.

If you've lost access to all of your registered Hardware Security Keys, contact our Client Success Team through the Help Center and we'll guide you through the same account recovery and SMS reset process described above.