If you believe your account or associated email has been compromised, take the following steps immediately:

1. Change your email password: Update the password of your personal email to help secure it.
2. Secure your Axi account: Log into your Axi account(s) and change the passwords to prevent unauthorised access.
3. Check your withdrawal history: Access your Client Portal, navigate to the "Funds" section, and select "Withdraw." If you notice any withdrawal requests that you did not authorise, please notify Axi Client Service team.
4. Notify Axi: Contact the Axi Client Services team through our live chat or email service@axi.com to report the issue. At your request, we can place a hold on all withdrawals from your account to further protect your funds.

Note: To remove the hold you will need to confirm your identity by emailing a high-resolution “selfie” displaying a valid government-issued ID to service@axi.com. Only the following forms of ID are accepted:

• National ID card
• Driver’s license
• Passport

How to take a photo of your document:

• Ensure the image is unedited (no use of Photoshop, GIMP, or apps such as CamScanner).
• Your face and the ID document must both be clearly visible in the same photo.
• ID details including text, signature, date, and your photo must all be clear and legible.
• Your face should be in focus and easily identifiable.
• Avoid using a flash and do not wear glasses when taking the photo.

Securing your account

To help protect your personal information, safeguard your funds, and prevent your data from being accessed by unauthorized parties, Axi uses advanced security and encryption technology and follows the international standard ISO27001 framework for information security. For more information, please also review our Privacy Policy.

Additionally, you can help keep yourself safe online by following the anti-scam and fraud prevention tips on the Online Security page of our website.

Liability

According to Section 2.2 (b) of our Client Agreement, you are responsible for keeping your account information, including your username, account number, user ID, and password confidential. Once this information is set, we have no obligation to verify the identity of anyone using it to access your account. 

If you suspect your details are no longer secure, please contact us immediately via live chat or by emailing service@axi.com.