Clients can update their registered phone number directly via the VT Markets Client Portal or the VT Markets App using SMS One-Time Password (OTP) verification. If you no longer have access to your original phone number to receive verification codes, a manual reset request must be submitted via email to Customer Support. To protect account funds, all withdrawals are temporarily suspended for 48 hours following any phone number update.

Phone Number Security Policies and System Rules

• Original Number Verification: Self-service updates require entering an SMS OTP sent to your currently registered phone number before binding a new one.

• 48-Hour Withdrawal Lock: As an essential security measure against unauthorized access, withdrawal functionality is disabled for 48 hours immediately after a phone number is updated or unlinked.

• VT Markets App Unbinding Timeline: Following a phone number update, the VT Markets App will automatically unbind the old number within 1 business day. 

Updating Phone Number via Client Portal

1. 1. Log in to the VT Markets Client Portal and navigate to Profile > Security Management.

2. 2. Locate the Phone Number section and click the Modify button.

3. 3. Click Send OTP, enter the verification code sent to your current phone number, and confirm.

4. 4. Enter your current Client Portal login password and your new phone number, then click Send OTP again.

5. 5. Enter the verification code sent to your new phone number and click Confirm to complete the update.

Updating Phone Number via VT Markets App

1. 1. Open the VT Markets App and tap Home in the bottom-left corner.

2. 2. Tap the Menu icon (grid icon) in the top-left corner.

3. 3. Select Security from the navigation options.

4. 4. Choose Mobile Number.

5. 5. Follow the on-screen prompts to complete the verification and save your new number.

Resetting Phone Number via Customer Support (Lost Access)

1. 1. Compose an email from your registered email address to info@vtmarkets.com.

2. 2. Set the email subject line to: Request to Reset Registered Phone Number - [Your Full Name].

3. 3. Include the following details in your email body:

   • Full Name: Exactly as registered on your VT Markets profile.

   • Reason for Change: A brief explanation of why you lost access to your original number.

   • Original Phone Number: Your previously registered number, including the country code.

   • New Phone Number: Your new, unregistered phone number, including the country code.

   • Attach a clear selfie holding your valid, government-issued photo ID (POI)

1. 4. Await verification and confirmation from the support team within 1 to 3 business days.

Phone Number Update Troubleshooting

• OTP Code Not Received: Verify that your country code and mobile number were entered correctly, ensure your device has network reception, check that SMS spam filtering is disabled, and wait a few minutes before requesting a new OTP.

• Inactive or Lost SIM Card: If you cannot receive SMS messages on your previous number, do not attempt multiple failed logins; proceed directly to contact the Customer Support team for assistance.

   

Need More Help?

• If you encounter system errors while updating your number or need to check the status of a manual reset request, contact our Customer Support team via Live Chat on our website or email info@vtmarkets.com with the following details:

  1. 1. Registered email address

  2. 2. Original phone number and new phone number (with country codes)

  3. 3. Screenshot of any error prompt displayed during the self-service update