1. There is a notification message that “KYC failed”, Can I get support?

The proof documents of identity and addresses from various nationalities in Haru Invest are reviewed and approved by the AI document reading system of SumSub, a KYC specialist company.

Unless your residency or nationality is from a country in the FATF list or subject to UN sanctions, in most cases the correct documents should be approved without any problem.

The same identity information can be used for only one account KYC verification.

For further information, please leave an inquiry to the help center of Haru Invest.

 

 

2. Upon the login attempt, there is a message of “invalid username or password”.

Please check if the login information you entered is correct.

  • The login information (ID and password) of Haru Invest must be case-sensitive.
  • False login information may be recalled from the auto-complete function of the browser.

 

 

3. When I try to authenticate, there is no available authentication method.

It appears that 2FA is temporarily locked by the system in compliance with security protocols. 

The suspension might be caused by login attempts via new device, new location, new IP or when VPN or some suspicious application is detected.

To release the 2FA lock, you need to contact Haru Invest Help Center for support.

Please note that the 2FA releasing is only available through LiveChat with a Help Center representative during business hours, and may require a selfie video to proceed.

 

 

4. The OTP authentication method registered on my previous device is not available on my new device. What should I do?

There are various reasons that OTP authentication may not properly function or be accessible. 

We would appreciate it if you could contact the Help Center of Haru Invest and proceed with the authentication process to reset OTP settings

Please note that the OTP reset is only available through LiveChat with a Help Center representative during business hours, and may require a selfie video to proceed.

 

 

5. Received an email of “Was this you”? 

This mail is automatically sent by the system when a login attempt from an unused suspicious IP address is detected.

Please note that the timezone referred to in the warning email is UTC standard. If you find it’s not your login activity and you are concerned about the security of your Haru account, please click “It was not me” to block your account and contact us through live-chat or submit a request in our helpcenter immediately.

 

The faster you take action, the safer you can keep your crypto assets in your account.

If you have locked your account by yourself, please change the password of the email address registered on Haru Invest as well.

To unlock the account afterward, you have to contact the Help Center of Haru Invest for the real-time manual verification of the account owner.

Please note that the verification process is only available through LiveChat with a Help Center representative during business hours, and may require a selfie video to proceed.

 

 

 

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