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Troubleshooting: Confirming a new device

When you log in to your Wirex account from a new device, you must confirm your new device before accessing your account. This security measure is crucial to safeguard your account from unauthorised access. However, you may encounter issues while confirming a new device on Wirex. In this article, we'll guide you through some common troubleshooting steps to help you resolve these issues. 

Issue 1: If you haven't received the SMS message containing the confirmation code, follow these steps: 

  • Verify that the mobile number associated with your Wirex account is correct and up –to date. 
  • Ensure that your mobile device has a stable internet connection. 
  • Confirm that your mobile device is not in airplane mode and that it's not blocking SMS messages. 
  • Request a new confirmation code if you still haven't received the SMS message. 

Issue 2: If the OTP code you received doesn't work, try these steps: 

  • Ensure that you entered the code correctly. OTP codes are case-sensitive, so enter the code exactly as it appears. 
  • Verify that the code is still valid. OTP codes are only valid for a few minutes. 
  • Request a new OTP code. 

Issue 3: If your device is blocked, it may be because you entered an incorrect code too many times. 

If you have attempted to confirm your device multiple times and reached the limit, your device confirmation may be locked for 24 hours before you can try again. During this time, you will not be able to confirm your device, but your access from previously confirmed devices will not be restricted. If you require immediate access to your account, contact the Customer Support team for assistance. 

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