Overview
Losing access to your registered email address is a serious security situation. At Copperx, your email is the primary anchor of your identity on the platform — it is directly tied to your compliance records, KYC/KYB verification, and account security. Because of this, account recovery is not a standard automated process. This article explains exactly what you can do if you have permanently lost access to your email and need to recover your Copperx account.
Before You Proceed: Try These First
Account recovery through Copperx is a last resort. Before contacting us, please attempt the following:
Recover your email with your email provider (Gmail, Outlook, Yahoo, etc.). Most providers have account recovery flows that use a backup email, phone number, or identity verification. This is almost always faster and more reliable than raising a claim with us.
Use your 2FA backup codes. When you first set up two-factor authentication, you were provided with a set of one-time backup codes. If you saved them, use one of those codes to log in.
Check if you are logged in on another device. If any device — a phone, tablet, or another browser — still has an active Copperx session, log in there and update your credentials immediately.
How to Raise a Recovery Claim with Copperx
If all of the above steps have failed and you are certain you cannot recover access through your email provider, you may raise a formal account recovery claim with our compliance team.
Step 1: Send an email to [email protected] You must email us from your original registered email address. If you cannot access that email, this process cannot begin. There are no exceptions to this requirement — it is a core security safeguard to ensure that only the legitimate account holder can initiate a recovery.
Step 2: Include the following in your email
Your full name as registered on Copperx
The email address associated with your account
A brief explanation of how you lost access
Any supporting context (e.g., your phone was stolen, your email provider suspended your account)
Step 3: Mandatory Live Video Verification If your claim is reviewed and deemed eligible to proceed, you will be required to complete a live video verification (liveness check) with a Copperx compliance agent. This is a mandatory identity verification step. It cannot be skipped or substituted with documents alone.
Important Disclaimers
Account recovery under these circumstances is highly discretionary. Not all claims will be approved.
Simply raising a claim does not guarantee account restoration.
The review process may take several business days.
If your claim cannot be verified, Copperx reserves the right to deny the recovery request in the interest of protecting the legitimate account holder.
Why Is This Process So Strict?
Account security is not just a feature — it is a compliance requirement. If bad actors could easily recover accounts by simply claiming ownership, it would expose all of our users to significant security and fraud risk. Our strict approach protects you, even when it may feel inconvenient.
Need Help?
Email [email protected] with your claim details. Our team will acknowledge your request and guide you on the next steps.