If you have lost the device with your MPChat Passkey, replaced your phone without restoring the password manager, or simply want to bind a new credential, you reset the Passkey via Sumsub face liveness. The flow has three real-world constraints to know up front: KYC must already be done, maximum 10 face checks per day, and withdrawals are blocked for 24 hours after a successful reset.
How to reset your MPChat Passkey
Resetting replaces your existing Passkey with a brand-new one. There is no "delete Passkey" — you can only swap one for another. The whole flow takes about 3 minutes assuming a stable network and good lighting.
Before you start — three prerequisites
You must have completed KYC. If KYC is not done yet, MPChat blocks the reset with a dialog: "For your account security, please complete identity verification before resetting your Passkey." Tap Go to verify to enter the KYC flow first. (See How to complete KYC1.)
You have face-liveness attempts left for today. MPChat caps face liveness at 10 attempts per day per account. After the 10th failure, the toast "Face recognition daily limit reached" appears and the reset entry stays disabled until next day. (Each in-app limit hit also pings the support team via Lark; expect a fraud-team review if you trigger it repeatedly.)
You can comply with a 24-hour withdrawal lock. A successful reset puts your account into a "freshly reset" state and disables off-platform withdrawals for 24 hours, regardless of which 2FA factors you have. Internal transfers, red packets, and card actions are unaffected.
Step-by-step
Open My → Security Center → Passkey (biometric) and tap Reset Passkey.
The two-screen confirmation appears: a secondary confirmation page first (Confirm), then a security alert dialog ("Reset Passkey" wording). Tap Confirm on both.
You arrive at the face-liveness explainer page. Tap the start button to launch Sumsub.
Follow Sumsub's prompts (look at the camera, blink, turn your head as instructed). Lighting and a clear, single face in frame help.
On success, MPChat toasts "Verification successful" and immediately enters the Passkey re-binding flow — exactly the same OS sheet as first-time Passkey setup.
After the new Passkey is bound, the list page shows the updated entry (new device name, new creation timestamp).
If face liveness fails
MPChat shows the dialog "Face recognition failed, please try again". Tap Got it and you can retry. The 10-attempt counter is per calendar day in your local timezone. If verification keeps failing, common causes are:
Bright back-light or strong glare — move away from the window.
Mask, hat, or sunglasses — remove them.
Multiple faces in frame — make sure no one else is in the camera view.
Sumsub may take a few seconds to return — if you tap retry too fast, just wait a moment.
What if I abandon the reset halfway?
Important: passing face liveness is not enough on its own. If you pass face liveness but then close the app or fail to bind a new Passkey within 10 minutes, MPChat aborts and you must run face liveness again. Your account always has at least one active Passkey at any moment.
The 24-hour withdrawal cool-down
From the moment a reset succeeds, off-platform crypto withdrawals are blocked for 24 hours. This is separate from new-binding limits on email / phone / Google Authenticator changes. Other operations stay open:
✅ Sign in with new Passkey, send red packets, friend transfers, internal transfers, card payments, view card info, freeze / unfreeze.
❌ Withdraw to an external wallet — the withdrawal page shows the 24-hour countdown.
If you cannot complete KYC, face liveness, or want to escalate
Contact MPChat support from Settings → Help & Feedback → Contact Support. The support team can manually review and, if your identity is confirmed off-band, assist with reset. Never share your Passkey, OTP codes, or KYC documents with anyone outside the official support channel — see Found account abnormality or suspected scam — emergency help.
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