Common Issues and Solutions

  • HashKey Global Team

    Why does the login prompt say, "This user type cannot log in"?

    The login restrictions for different user types on the app and web platforms are as follows:

    User Type
    App Login 

    Web Login
    Individual 
    ✔
    ✔
    Enterprise

    Can log in after completing KYC
    ✔
    Authorized Trader 
    		 X
    ✔
    Institution
    Can log in after completing KYC
    ✔
    Individual MM (Market Maker - Individual) 
    		 X
    ✔
    Enterprise MM (Market Maker - Enterprise) 
    		 X
    ✔
    See more
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  • HashKey Global Team

    What should I do if my computer cannot perform facial recognition?
    There are several common reasons for facial recognition failure. You can try troubleshooting each of the following steps. If the problem persists, you can contact our customer service team at support@global-cs.hashkey.com for assistance.
    - Your browser version may be outdated. You need to upgrade to the latest version, and we recommend using the Chrome browser.
    - The camera permission on your computer may be restricted. You need to go to "Settings" - "Privacy" - "Camera" and grant browser access to the camera.
    - Unstable network connection. We suggest switching networks and attempting several times.
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