Frequently Asked Questions (FAQ) About KYC

Frequently Asked Questions (FAQ) About KYC

How long is my verification take at Coinhako?

With our SingPass integration, it should take no more than a few minutes to complete the KYC. 

If your verification is taking longer than stated, kindly contact our support team for assistance or try some of the answers provided in this article.


Why the need to declare your identity to a cryptocurrency platform

Regulations in Singapore require that account verification (or KYC) requirements are met, before we can provide our services for our users.


What happens if I do not complete the account verification?

Your access to all our cryptocurrency trading and wallet services will be limited until you complete the KYC. 

I’ve completed my 2FA verification. Why do I need to verify again?

The selfie submission to request a 2FA reset is an entirely different process from the account verification.

As 2FA is an important security feature for all Coinhako users, the selfie submission provides an easy but secure way to confirm the identity of the person requesting the reset.

Account verifications, on the other hand, are a requirement to identify the owner of the accounts, aka Know-Your Customer (KYC) – a mandatory regulatory requirement for cryptocurrency and financial services businesses in Singapore. 

How am I supposed to verify my account when I can’t even authenticate my 2FA?

If you have not been able to access your account because of 2FA – whether you are unable to authenticate or have not completed our reset requirements –  kindly follow the steps on our 2FA reset guide to set up a new 2FA token for your account.


Is my identity protected on Coinhako? Are my documents safe?

Yes, identity related documents are only collected for the purpose of account verifications and/or compliance with regulations.

We ensure that your information is securely stored on our platform and for more information on how we use user data, you can view our Privacy Policy and Terms of Use.

I’ve tried everything suggested, but still can’t access my account. What can I do?

If you have found yourself still unable to complete KYC, kindly contact our support team for assistance.



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