WHY DID THIS HAPPEN?
For our users' protection, Gemini will suspend digital asset withdrawals for any account when a user signs in from an unrecognized device. Gemini compares your previously-trusted devices and determines whether the most recent attempt is legitimate or has the potential to be fraudulent.
Gemini will send an email to your account address on file, alerting you of this sign-in attempt, with the subject line: “Gemini - Confirm Your New Device”. This email contains a link that you will need to click in order to re-enable digital asset withdrawals. Click that link to reenable withdrawals.
You will only need to do this once, at which point your device will be permanently approved.
I HAVEN'T CHANGED MY DEVICE
Our system detects a "new device" using certain criteria. You can find those criteria in the list below. These limits are in place for our users' protection.
- Using a different browser (Chrome, Safari, etc.)
- Using a new internet connection
- Using a VPN
- "Incognito" mode on Google Chrome or "private" mode on Safari
- New laptop, desktop, or phone
- Clearing your cache
- Clearing your cookies
I CANNOT FIND THE EMAIL, OR AM STILL HAVING TROUBLE APPROVING MY DEVICE
If you are still having trouble finding the email to approve your device, we recommend the following steps:
- Log out of your Gemini account and then sign-in once more.
- After you’ve signed in, immediately check your the email address registered with your Gemini account for a message from email@example.com with the subject line “Gemini - Sign in from…” the time stamp on the email should match the time when you signed into your account.
- Once you’ve located the email, please click the link to re-enable digital asset withdrawals on the same device and browser you used to sign into your account.
- If you are still having any trouble with this process, please contact firstname.lastname@example.org and we will be happy to assist you!