Manage your account settings, user roles, wallet configurations, and security features.
Account Change & Recovery
How do I reset my 2FA codes after losing my phone or changing device?
If you have lost access to your authenticator app, please contact our support team at
support@fusang.co. You will be required to undergo identity verification via a Zoom call before
new 2FA credentials can be issued. This process ensures that only the rightful account owner can
reset their authentication.
Can I share my account with someone else?
No. Account sharing is strictly prohibited for security and compliance reasons. Each account is
linked to a verified identity through our KYC process. Sharing account credentials may result in
account suspension or closure.
What should I do if I believe my account has been compromised?
If you suspect unauthorised access to your account:
Do not make any transactions until the issue is resolved
Our security team will investigate and take appropriate measures to secure your account
Report any suspicious activity as soon as possible to minimise potential impact.
How do I reset my password?
To reset your password:
Navigate to the login page
Click “Forgot Password”
Enter the email address associated with your account
Check your email for a password reset link
Follow the link and create a new password
If you do not receive the email, check your spam/junk folder or contact support.
What are the support operational hours?
Our support team is available Monday to Friday, 09:00 - 18:00 HKT (Hong Kong Time). Emails
received outside business hours will be responded to on the next business day.
How do I update my account information?
To update your profile, address, contact number, or email:
Log in to your account
Navigate to Account Settings
Select the information you wish to update
Submit the changes along with any required supporting documentation
Some changes (such as name or email) may require additional verification for security purposes.
Custody Management
How do I change user roles within a corporate account?
Corporate accounts support two levels of user access:
Super User: Full administrative access, including the ability to manage other users and modify account settings
User: Standard access with permissions defined by the Super User
To change user roles, the Super User must log in and navigate to User Management to modify the relevant user’s access level.
How do I modify wallet roles?
Wallet-level roles control access to individual wallets:
Signer: Can initiate and approve transactions from the wallet
Viewer: Can view wallet balances and transaction history but cannot initiate transactions
Users can hold different roles across different wallets, providing flexible access control for your organisation.
How do I customise wallet policies?
Wallet policies allow you to set controls on transactions. Configurable parameters include:
Transaction hours: Define permitted hours for transactions
Address limits: Restrict the number of whitelisted withdrawal addresses
Volume caps: Set maximum transaction volumes per period
Frequency caps: Limit the number of transactions per day
These policies provide granular control over wallet usage to match your organisation’s risk management requirements.
How are my funds and securities safeguarded?
Your assets are protected through Fusang Vault, which provides:
Multi-factor authentication for all transactions
Three-layer security controls
Policy-driven access management
Third-party oversight and auditing
Regular code audits
Comprehensive governance protocols
All assets are held in segregated custody, ensuring your holdings are protected even in adverse circumstances.
Wallet Types & Features
What wallet types are available?
Three wallet templates are available, each with distinct security characteristics:
Feature
Frozen Wallet
Secure Wallet
Flash Wallet
Whitelisted addresses
1
Up to 5
Unlimited
Daily transactions
1
Up to 10
Unlimited
Volume cap
Up to 50%
No cap
No cap
Frozen Wallet: Maximum security with strict limits, ideal for long-term storage
Secure Wallet: Balanced security and flexibility for regular operations
Flash Wallet: Maximum flexibility for active trading and frequent transactions
Choose the wallet type that best matches your usage patterns and security requirements.
User Roles & Permissions
What is the difference between account-level and wallet-level roles?
Permissions operate at two levels:
Account Level:
Super User: Full administrative control over the account, including user management
User: Standard access with Super User-defined permissions
Wallet Level:
Signer: Can initiate and approve transactions
Viewer: Read-only access to balances and history
A user can have different wallet-level roles across different wallets. For example, a user might be a Signer on one wallet and a Viewer on another. There is no limit to the number of users per vault account.
