If you've recently requested a withdrawal for your coins, you would have also received a test amount and a corresponding email confirming the test amount, the address it was sent to, and a button to click in order to proceed to verify the address has been confirmed by you. The button will read: "Please click here to verify your address".
You then may be experiencing an error when the button has been clicked, where the digit code to confirm your wallet test is not appearing in your mobile device as an SMS or pop-up message. This may be caused by one or more of the following reasons:
Your mobile phone in our system is invalid, e.g. it is missing a country code or has been entered incorrectly in your initial application
Your registered phone number is your landline number and not a mobile device, and hence cannot receive the digit code
Your mobile service provider has blocked the message from sending to your mobile device
If you've come across this error, you can troubleshoot it by doing one or more of the following:
Ask your broker to confirm whether your number is a valid mobile number in our system
Speak to your mobile service provider to find out whether there are any restrictions against SMS or messages from any particular regions, such as Australia
Request your broker for another test verification email
If you have any questions, or you need assistance completing the registration form, you can ask our Product Specialist team through the Chat button in the bottom right corner of the webpage.
You can also call our support help desk on +61 1800 849 149 (Australia) or +1 (844) 494 6515 (International), from 9am to 5pm (AEST), or request we call you back by submitting an enquiry on our website.