Monitask two-factor authentication support

When you made your 2FA settings on Monitask, you had to save a 16 recovery code. If you have the 16 digit code, click here. The 6 digit code produced on the new OTP Authenticator will be correct. 

If you have lost the 16 alpha-numeric code that you were supposed to save, the process of recovery will take 14 working days.

Please note that you only have to send Support 1 request. The request system is FIFO (first in first out).
If you send a follow up email to customer support, you automatically go to the back of the queue, increasing your waiting time.

 

1. In the Monitask Homepage, go to Support and click Contact Us.

 

2. Fill out the Submit a Request form. Please make sure to indicate the following:

  • Name
  • Email used to sign up at Monitask
  • Phone number
  • Date when you last deposited to Monitask wallet, Coin name, Amount and Transaction ID
  • If you haven’t deposited any coin, please indicate that you have not deposited any coin in the form.

 

Please also attach the following files:

  • Screenshot of the last transaction that you deposited in your wallet (If you transferred from another exchange, send a screenshot of the transaction from that exchange)
  • Photocopy of ID card (e.g. passport, driver’s license) 
  • A selfie showing your face while holding your ID card with a note that says: Application date (ex. 2020.05.10), for confirmation of Monitask.

It may take 7 business days to review your documents. If any of the documents can not be verified, additional documents might be requested.

1. To set up OTP, login to your Monitask account and go to My Account. Once in My Account, you will see the options below. To set up and enable OTP, click on “Enable” beside OTP.

 

2. Monitask supports the use of Google Authenticator. Download Google Authenticator for your smartphone via the links provided and click Next.

 

3. A 16-digit recovery key will be generated. SAVE THIS CODE! This will be used to recover your OTP settings. Check the confirmation button and click Next.

 

4. Once on the next screen, follow the instructions presented in the window. Open the Google Authenticator app that you have downloaded. You can choose to either scan the barcode or type in the OTP recovery code. Click Next.

 

5. As the last step, you will be prompted to enter your 16-digit recovery code that you kept earlier, the OTP code displayed in the app and your login password. Click Next after filling out the form.

 

6. Upon successful input of the code, you will be ask to verify your account via email. Click Verify and you will receive an authentication code in your email. Enter the code and click Submit.

 

7. Congratulations! You have successfully enabled OTP. A dialog box confirming that the setup was successful will appear.

 

8. On My Account, you will see the status of the Google Authenticator. In case you need to disable OTP, click the Disable button.

This guide is to assist users who have lost or switched to a new device and wish to set up their new 2FA. 

 

First, retrieve the back-up code that you stored in a safe place at the time of setting up 2FA with your older phone. This document has the recovery key that you can now use to restore the Monitask account on your Authenticator app.

 

Next, add a new Monitask account in your authenticator app and either manually enter the 16-digit recovery key or scan the barcode using the app.

 

*The 16 digit recovery code is the set of numbers that you were reminded to store safely, please refer to the image below. 

 

You should now be able to use the Authenticator and access your Monitask account. Please remember to always save your recovery key in a safe location as it will be needed to access your Monitask account in case a device is lost or inaccessible for any reason. 

Please send an email according to the format below using the email address that was used for Monitask registration. (Make sure that you use the same computer that was initially used for identity confirmation or logging in.)
 
If you haven’t done so, please complete KYC verification as well to expedite the process. 
 
Email subject: 2FA deactivation request
 
Please send us the following information:
– Name
– Monitask registered email address
– Phone number
– The last amount that was transferred to your Monitask wallet
– The last transaction ID that was transferred to your Monitask wallet
 
Required attachments:
1.    A screenshot taken from within the destination exchange or platform for the last transaction ID that was transferred to your Monitask wallet. (Monitask wallet screenshots and blockchain explorer screens will not be accepted)
2.    A picture of your ID (If you are a Korean citizen, please cover the last seven digits of your ID card’s resident registration number).
3.    A picture including all of the following:
•    your face
•    a memo with the current date (example: January 29th, 2021) and “Monitask 2FA deactivation request” phrase written
•    your ID (If you are a Korean citizen, please cover the last seven digits of your ID card’s resident registration number).

What is U2F?

U2F is an open authentication standard that enables internet users to securely access any number of online services with one single security key instantly and with no drivers or client software needed. You can find more information on U2F and the security key here.

Monitask will support U2F to grant users more security for their accounts. 

If you are interested, you may purchase the security key from the following:

 

Issues with Hardware Security Key

If you have issues with the hardware security key, you should refer to support from the manufacturer of the key. As the hardware security key is in your possession, Monitask will not be able to provide assistance or support on the hardware security key.

 

In the case where you have lost your hardware security key(s)

Please note that you only have to send Support 1 request. The request system is FIFO (first in first out).
If you send a follow up email to customer support, you automatically go to the back of the queue, increasing your waiting time.

 

1. In the Monitask Homepage, go to Support.

 

2. Fill out the Submit a Request form. Please make sure to indicate the following:

  • Name
  • Email used to sign up at Monitask
  • Phone number
  • Date when you last deposited to Monitask wallet, Coin name, Amount and Transaction ID
  • If you haven’t deposited any coin, please indicate that you have not deposited any coin in the form.

Please also attach the following files:

  • Screenshot of the last transaction that you deposited in your wallet (If you transferred from another exchange, send a screenshot of the transaction from that exchange)
  • Photocopy of ID card (e.g. passport, driver’s license) 
  • A selfie showing your face while holding your ID card with a note that says: Application date (ex. 2020.05.10), for confirmation of Monitask.

To set up U2F Authentication, login to your Monitask account and go to My Account. Once you are in My Account, you will see the options below. To set up and enable U2F, click the Enable button beside U2F Hardware Key.

Name your U2F registration. In this example, the name of the U2F being set up is “u2f-key”. Click Next when complete.

Connect the U2F Hardware Key device and push the button to enable the device for Monitask.

After enabling your device, you need to complete verification by email. Click the Verify button to proceed. 

An email verification with an authentication code will be sent to your registered email address. See below for an example of the email with the code required to finalize the activation of U2F on Monitask.

Enter the code within 10 minutes. If you do not receive an email, please check your spam mailbox. 

A dialog box indicating that registration is complete will appear.

Once the activation is completed, the section under U2F hardware key will have the status changed to Enabled. You may also set up additional U2F hardware keys or remove U2F hardware keys.