The choice of using a physical token made during the registration. If the physical token is chosen, it will take 2 to 10 business day until the token arrives. This article will help you to solve the problems with the physical token:


'I did not receive the physical token after registration' 

If it is already more than 10 days since you register, please do as following:

  • Make sure the address that you provided during the registration is the correct address for shipping.  
  • If the address is incorrect, please inform us of the correct shipping address.
  • If the address is correct and the token still did not arrive, please reach us to our helpdesk and we will check the specific case. 


'I choose the physical token but now I want to switch to mobile token' 

In that case, you need to contact our helpdesk and we will make the change to the mobile token.


'The physical token is damaged or the battery is running low, what to do?'

Please send an email to our helpdesk with your user and the shipping address and we will send a new token to you as soon as possible.