Applicable Scope
This guide applies to Gate Web
Before you start: Prepare your valid ID document and the information used during account registration
Estimated time: 10 m
Objective
This guide will walk you through how to recover your Gate account when you have forgotten your account details or cannot access your current account on Gate Web.
Steps
Step 1: Attempt Self-Recovery
Try to recover your account using your registered phone number or email address through the standard account recovery process on the Gate Web login page.
Step 2: Contact Gate Support
If self-recovery is unsuccessful, send an email to support@gate.com requesting account recovery assistance.
Step 3: Prepare Your ID Document Number
Locate the ID document you used for identity verification on Gate. Prepare your ID document number in text format (not as an image or screenshot).
Step 4: Take a Verification Photo
Prepare a clear photo of yourself holding:
- Your valid ID document (passport or national ID)
- A handwritten note containing:
- Your Gate account UID (if known)
- Your full name
- The statement: "I request to retrieve accounts registered under my name"
- Today's date
Ensure your face is clearly visible in the photo, and all information on both the ID document and handwritten note is legible and unobstructed.
Step 5: Submit Your Information
Send an email to support@gate.com containing:
- Your ID document number in text format
- The verification photo from Step 4
Alternatively, submit these materials through the ticket system on Gate Web.
Step 6: Await Confirmation
You will receive an acknowledgment email with a reference number confirming your request has been successfully submitted. Gate will verify your information and notify you of the result via email.
Notes
- The ID document number must match the document used for your original identity verification.
- All information in your verification photo must be clear and readable.
- Processing time depends on verification requirements and may vary.
- Save your reference number for tracking your request status.
- This process is applicable when you have multiple registered accounts or cannot log in to your current account.
FAQ
Q1: What if I don't remember my UID?
A: You can still proceed with account recovery. Include as much information as you can recall in your handwritten note, such as your registered email address or phone number. Gate's support team will use your ID verification to locate your account.
Q2: How long does the account recovery process take?
A: Processing time varies based on verification requirements. You will receive an acknowledgment email immediately after submission, and Gate will notify you of the verification outcome as soon as the review is completed.
Q3: Can I submit a digital copy or scanned image of my ID instead?
A: No, you must hold your physical ID document in the photo. The verification photo must show you, the physical ID, and the handwritten note together in a single image.
Q4: What happens if my verification photo is rejected?
A: Gate will notify you via email if your submission does not meet requirements. Common reasons include unclear images, obstructed text, or missing required information. You will need to retake the photo meeting all requirements and resubmit your request.
Disclaimer
The content provided herein is for reference and educational purposes only and does not constitute any financial, investment, trading, or legal advice, nor does it constitute an offer or solicitation to buy or sell any digital assets. Gate makes no express or implied representations or warranties regarding the accuracy, completeness, or timeliness of the information contained herein. Product features, interfaces, rules, and fee structures may be updated or adjusted at any time. Please refer to the latest announcements and the actual information displayed on the Gate platform for the most accurate details. Digital asset investments involve significant risk, and prices may fluctuate substantially. You may lose the entire amount of your investment. Please make decisions cautiously based on your own financial situation and risk tolerance after fully understanding the associated risks. If necessary, you are advised to consult an independent professional financial or legal advisor. For more information about potential risks, please refer to Gate's Risk Disclosure and User Agreement.
Disclaimer
The content provided herein is for reference and educational purposes only and does not constitute any financial, investment, trading, or legal advice, nor does it constitute an offer or solicitation to buy or sell any digital assets. Gate makes no express or implied representations or warranties regarding the accuracy, completeness, or timeliness of the information contained herein. Product features, interfaces, rules, and fee structures may be updated or adjusted at any time. Please refer to the latest announcements and the actual information displayed on the Gate platform for the most accurate details.
Digital asset investments involve significant risk, and prices may fluctuate substantially. You may lose the entire amount of your investment. Please make decisions cautiously based on your own financial situation and risk tolerance after fully understanding the associated risks. If necessary, you are advised to consult an independent professional financial or legal advisor.
For more information about potential risks, please refer to Gate's Risk Disclosure and User Agreement.
