Dear Sir/Madam,
We are currently trying to sign up for an account. During the application process, the website indicated that our application was subject to review by your Compliance Team, and that the review may take up to one business day after payment and checkout had been completed.
We have completed the payment and checkout process, and have received both the invoice and the email notification confirming that our application is under compliance review.
However, your team has advised that we did not complete the sign-up process, which does not appear to be correct. Based on our experience, there are no further steps available for us to complete from our end. If there are any additional actions required, could you please let us know what they are?
In addition, regarding the 2FA and recovery code issue, after receiving your email advising that the application had not been completed, I attempted to log back into the account.
The system prompted me to set up two-factor authentication (2FA), which I completed successfully. A recovery code was then generated, and I copied and securely stored it.
However, when I subsequently attempted to log in using the 2FA verification code, the system displayed an error message indicating that something went wrong. I then attempted to use the recovery code to reset the 2FA settings, but the website displayed the same error message.
Could you please assist us with the following:
- Confirm the current status of our account application and advise whether any further action is required from our end; and
- Resolve the 2FA login issue so that we can access our account.
Thank you for your assistance. We look forward to your response.
