You can reset your Venga password directly from the app in just a few steps. The process is fully self-serve and includes security checks to keep your account protected.
What happens when I reset my password?
The reset flow depends on whether your account is verified (Identity verification complete) or unverified.
| Account status | Security steps required |
|---|---|
| Verified User | One-Time Password verification + Liveness Check |
| Unverified | Password reset directly, no additional steps |
How do I reset my password from the login screen?
If you are logged out and cannot access your account, follow these steps:
- Open the Venga app and tap "Forgot password?" on the login screen.
- Enter your registered email address and tap Continue.
Check your inbox for a verification code and enter it on the next screen.
If your account is verified, you will be prompted to complete a Liveness Check, a short face scan to confirm you are physically present.
Create your new password. It must contain a special symbol, lowercase letter, uppercase letter, digit, and be between 8 and 32 characters.
Set up your app passcode to secure your account at each launch.
- Done, you will be taken directly to your Venga wallet.
How do I reset my password from inside the app?
If you are already logged in, you can also reset your password from the app settings:
- Go to Settings from the app menu.
- Tap Security.
- Select Change Password and follow the same steps above (OTP + Liveness Check if Identity verified).
How does the Liveness Check work?
The Liveness Check is a short biometric step powered by Sumsub. It confirms that you are physically present when resetting your password.
You have 1 session and up to 4 attempts to complete it. If you are unable to complete the Liveness Check, please contact our support team.
Why can't I withdraw right after resetting my password?
For your security, withdrawals are temporarily on hold for 48 hours after you reset your password. This protects your funds in case someone other than you tried to access your account, it gives you time to regain full control before any money can move.
During the 48-hour hold:
- You can log in and use the app normally, check balances, view transactions, and manage your account.
- You can buy, sell, and swap as usual.
- Only withdrawals (crypto and fiat) are paused.
| Available during the 48h hold | |
| Log in & use the app | ✅ |
| Buy / sell / swap | ✅ |
| Withdrawals (crypto & fiat) | ❌ Paused |
The hold lifts automatically after 48 hours, there's nothing you need to do. Once it ends, your withdrawal access is fully restored.
If you didn't reset your password yourself, please contact our support team right away at support@venga.com.
Still have questions?
Contact our support team at support@venga.com or through the in-app chat.