FAQs
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Unrecognised or unauthorised changes from Tradefox
If you notice changes to your Tradefox account that you didn’t make—such as a new email address, profile name, or simulation progress you don’t recognize—your account security may be compromised. Take the following steps immediately to secure your information.
Step 1: Secure your account access
If you can still sign in, you should immediately revoke any unauthorized access.
- Change your password: Go to Account Settings and update your password to something strong and unique that you don’t use for other websites.
- Sign out of all devices: In your settings, look for “Security” or “Manage Devices” and select Sign out of all sessions. This will kick any unauthorized users off the platform.
- Enable Multi-Factor Authentication (MFA): If you haven’t already, set up MFA to require a secondary code for any future logins.
Step 2: Review your account details
Check for any other modifications the unauthorized user may have made:
- Email address: Ensure your primary email hasn’t been changed to one you don’t own.
- Subscription status: Check if your plan has been upgraded or downgraded without your consent.
- Payment methods: Look for any new or unrecognized credit cards or digital wallets linked to your billing profile.
Step 3: Report the activity to Tradefox
Our security team can help investigate the breach and restore your account to its original state.
- Email us immediately: Send a message to info@tradefoxapp.com with the subject line “Unauthorized Account Activity.”
- Include details: Mention what specifically changed (e.g., “My profile name was changed to ‘John Doe'”) and the approximate time you noticed the issue.
- Do not share your password: Our team will never ask for your password to help you recover your account.
What if I can't sign in?
If an unauthorized user has changed your password and locked you out:
- Try the Forgot Password link on the sign-in page to see if you can still receive a reset email.
- If you don’t receive the email, the hacker may have changed the email address on file. In this case, Contact Support with your original email and any recent proof of purchase (like a subscription invoice).
Protecting your financial information
Tradefox uses secure, encrypted payment processors, meaning your full credit card number is never visible to us or to anyone who logs into your account. However, if you see unrecognized charges on your bank statement:
- Contact your bank: Notify your financial institution that your account has been compromised so they can monitor for fraud.
- Report the charge: Let us know so we can investigate the transaction and provide information for your bank’s dispute process.
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