Can't access your PixGo account? Calm down — several scenarios possible (forgot password, 2FA broken, inactive account, banned) and each has its own solution. This guide shows the 3 recovery paths in the right order.

TL;DR
  • Forgot password: Naka chat on the login screen sends a secure recovery link
  • Inactive/banned account: Telegram @PixGoOrg is the only channel (you can't log in to open a ticket)
  • 2FA issue: Naka chat guides you; there's a reset flow if you lost the authenticator
  • For everything else: normal ticket (requires login first)
Three paths to recover access: Naka chat, Telegram and support ticket
Three access paths — each for a specific situation.

Path 1 — Forgot password

Most common case, solved in seconds via Naka chat:

  1. Go to pixgo.org/index.php (login screen)
  2. Look for the green chat button at the bottom-right corner
  3. Click and type: "forgot my password"
  4. Naka will ask for your registered email
  5. Paste the exact email you used at signup
  6. The system sends a secure recovery link to that email
  7. Open it within 30 minutes and choose a new password
  8. Log in with the password you chose

Path 2 — Inactive, suspended or banned account

If you try to log in and see "account inactive" or "access suspended", password reset WON'T work. Need to contact Telegram:

  1. Open Telegram and go to @PixGoOrg
  2. Send a message explaining the situation. Include:
    • Your PixGo username (not password!)
    • Registered email
    • Exact message shown when trying to log in
    • When you last accessed normally
  3. Wait for reply (team usually responds during business hours)
NEVER assume it's your fault without confirmation. Sometimes it's automatic protocol that needs manual review. NEVER send screenshots with password, 2FA code or wallet seed to anyone — not even the official team.

Path 3 — 2FA issue (Google Authenticator)

Set up 2FA for extra security, lost phone or switched devices? 2 scenarios:

I have the Authenticator key backup

Best practice: when setting up 2FA, save the secret key (QR Code) somewhere safe. If you have backup, just add account manually on new device.

Lost Authenticator and no backup

Need support intervention. Chat with Naka or via Telegram explaining loss. Team will guide identity verification, then deactivate 2FA on your account. After login, set up 2FA again (this time, SAVE the backup!).

When talking to the team — checklist

  • PixGo username (not password)
  • Registered email
  • Last transaction you remember (date + approximate amount)
  • Exact error message text
  • Screenshot of the screen with the problem
  • What you already tried

FAQ

Will I lose my DEPIX?

NO. Your DEPIX is in your Liquid wallet (self-custody) — totally independent of PixGo account. Even if PixGo account is deleted, you have the on-chain balance controlled by your seed. Details here.

Does the team ask for my password to help?

NEVER. Legit PixGo team NEVER asks for password, 2FA code, wallet seed or Authenticator QR Code. If anyone asks, it's a scam.

Practical summary

  • Forgot password: Naka chat on login screen (automatic)
  • Inactive/banned account: Telegram @PixGoOrg
  • 2FA lost: Naka chat guides reset process
  • Suspected breach: change password + enable 2FA immediately
  • NEVER share password, 2FA, seed phrase with ANYONE
  • Your DEPIX is in self-custody wallet — independent of PixGo account

Related reading: Delete account (LGPD) · Customer's bank flags as scam · MED (chargeback)