Quick start — How to sign in (web)

To sign in on HTX using a web browser, open https://www.htx.com (or the official regional domain provided by HTX), click Log In in the top-right corner, and enter your registered email address or mobile number and password. If you have two-factor authentication (2FA) enabled — highly recommended — you'll be prompted to enter the code from your authenticator app or SMS code depending on your setup.

Tip: Make sure you navigate to the official HTX domain. Bookmark the login page and avoid clicking login links from emails or messages unless you have validated the sender.

Mobile app login (iOS / Android)

Open the official HTX mobile app, tap Sign In, and enter the same credentials used for the website. The app supports biometric unlock (Face ID / Touch ID) after your first sign-in — enabling biometrics provides faster access while preserving your primary password and 2FA protections. If you use device-based secure storage for biometrics, it helps reduce the need to retype your password often.

For new devices, the app may request additional verification (email confirmation or phone verification) to ensure the session is legitimate. This is normal and part of HTX's risk-control measures.

Two-Factor Authentication (2FA) — Setup & best practices

Enable 2FA immediately after creating your account. HTX supports authenticator apps (e.g., Google Authenticator, Authy), SMS-based codes, and hardware keys where available. Authenticator apps are more secure than SMS because SMS can be intercepted or SIM-swapped.

• Install your chosen authenticator app, scan the QR code provided in HTX's Security settings, and save the 16-character backup key in a secure place (not in plain text on your phone).
• Store backup/recovery codes in an offline location (paper safe, locked drawer, or encrypted password manager).
• Consider using a dedicated hardware security key (FIDO2) if you value maximum account security.

Password reset & account recovery

If you forget your password, use the Forgot password link on the login page. HTX will ask for your registered email or phone number and send a password reset link or code. Follow the instructions and create a strong, unique password — ideally a phrase of 12+ characters with mixed character classes.

If you cannot access your email or phone, HTX may require identity verification (KYC) to restore access. This process can include uploading an ID and a selfie or completing a short verification interview. Keep copies of your KYC documents ready if you anticipate needing recovery.

Common login problems & troubleshooting

Here are common issues and quick fixes:

• Wrong password: Reset via the “Forgot password” flow. Check caps lock and keyboard layout.
• 2FA codes not accepted: Ensure your device clock is correct (authenticator apps depend on accurate time). If using SMS, verify your number and check for network issues.
• Account locked: Temporary lockouts happen after multiple failed attempts — wait the cooldown period or contact HTX support if locks persist.
• Cannot receive verification email: Check spam/junk folders, ensure your email provider isn’t blocking HTX, and add HTX to your contacts or whitelist.

If problems continue, collect screenshots, timestamps, and any error codes before contacting HTX support to speed up resolution.

Security checklist — Protecting your HTX account

Follow this checklist to reduce risk:

• Use a unique, long password stored in a reputable password manager.
• Enable authenticator-app 2FA (avoid SMS-only if possible).
• Keep software up to date: browser, OS, and the HTX app.
• Never share your account password, 2FA codes, or KYC documents over chat or email.
• Beware of phishing — HTX will never ask for your full password or 2FA code by email.
• Use hardware security keys for large balances or institutional accounts.

KYC and privacy during the login/recovery process

If HTX requires identity verification for account recovery, you will typically be asked to submit government-issued ID and proof of residence. These documents are used to comply with regulations and to protect both you and the platform. Only upload documents through the official HTX portal; avoid emailing sensitive documents unless instructed by official, authenticated support channels.

FAQ

What if I lose access to my authenticator app?

Use your saved backup key or recovery codes to reconfigure the authenticator on a new device. If you didn’t store backups, contact HTX support — be prepared for identity verification steps.

Is SMS verification enough?

SMS is better than nothing but vulnerable to SIM swap attacks. Prefer authenticator apps or hardware keys for stronger security.

How quickly is an account unlocked after a lockout?

Cooldown periods vary depending on the reason for the lock. For persistent problems, reach out to support with relevant details.

Contacting HTX support — what to include

When contacting support include:

• Account email or phone number (do not include passwords or live 2FA codes).
• Exact error message and timestamp (with timezone).
• Screenshots of the issue and any error codes.

Using the in-app support widget often provides faster routing than email; always verify you are interacting with official HTX support pages.