If your account has been placed under protection due to risk control triggers (e.g., suspected unauthorized access) and you no longer require the protection to remain active, you can follow the instructions below to request its removal.
Submission Methods
- If you can access your account
If you’re able to log in and have confirmed that your account is secure, please submit a Ticket to request the removal of account protection. - If you cannot log in
If you are unable to log in but have confirmed your account is secure, please send your request to support@mail.gate.com.
1. Required Photo Submission
When submitting your request, please attach a clear photo of you holding both your ID document and a piece of paper with your Gate account UID, your full name, a note stating that account protection needs to be lifted, and the application date (JPG or PNG format). After submission, we will help you handle the issue as soon as possible.
Sample Photo for Reference
2. Required Video Submission
In certain cases, to verify the authenticity of your request and ensure the security of your account, you may be required to submit a self-recorded video (in MP4 or MOV format). The content of the video should be the same as that of the required photo:
You must hold your ID document and a handwritten note while recording the video. The note must clearly include the following information:
- Your Gate account UID;
- Your full name;
- The statement: “Account safe, unlock account”;
- The date of your request.
Please refer to the example image above and record your video in the same format.
Notes
- If your account experienced any abnormal activity (e.g., unauthorized access), please make sure to change both your login password and fund password before requesting to remove the protection. Otherwise, your account may remain at risk.
- Ensure your face is clearly visible and that both your ID and handwritten note are unobstructed and easy to read.
- After sending your email, you will receive an acknowledgment with a ticket number confirming receipt of your request. We will review and process your case promptly and notify you via email once the protection has been lifted.
