1. Incorrect Credentials Issues
Common Causes & Solutions
Problem: Wrong Email/Username
- • Double-check spelling and formatting
- • Verify the correct email address
- • Check for extra spaces or characters
- • Try alternative email addresses you may have used
Solution: Password Reset
- 1. Click "Forgot Password" on HTX login page
- 2. Enter your registered email address
- 3. Check your email (including spam folder)
- 4. Follow the reset link within 15 minutes
- 5. Create a strong new password
Code Example: Password Strength Checker
function validatePassword(password) {
const requirements = {
length: password.length >= 8,
uppercase: /[A-Z]/.test(password),
lowercase: /[a-z]/.test(password),
number: /[0-9]/.test(password),
special: /[!@#$%^&*(),.?":{}|<>]/.test(password)
};
const isValid = Object.values(requirements).every(req => req);
return { isValid, requirements };
}2. Two-Factor Authentication (2FA) Errors
Time Sync Issues
2FA codes are time-sensitive. Ensure your device clock is accurate.
Fix: Sync device time automatically in settings
App Issues
Authenticator apps may need reconfiguration or updates.
Popular Apps: Google Authenticator, Authy, Microsoft Authenticator
Backup Codes
Use backup codes if primary 2FA method fails.
Location: Account Settings → Security → Backup Codes
Step-by-Step 2FA Recovery
- 1Try syncing your device time
- 2Generate a new 2FA code
- 3Use backup codes if available
- 4Contact HTX support for 2FA reset
⚠️ Security Warning
Never share your 2FA codes or backup codes with anyone. HTX support will never ask for these via email or phone.
3. Account Lockout Problems
Understanding Account Lockouts
HTX automatically locks accounts after multiple failed login attempts to protect against unauthorized access.
Common Triggers:
- • 5+ consecutive failed password attempts
- • Multiple incorrect 2FA codes
- • Suspicious IP address activity
- • VPN or proxy usage
- • Account security violations
Lockout Duration:
- • First lockout: 15 minutes
- • Second lockout: 30 minutes
- • Third lockout: 1 hour
- • Repeated lockouts: Up to 24 hours
- • Security violations: Manual review required
Unlocking Your Account
1
Wait for Automatic Unlock
Most lockouts resolve automatically after the specified time period.
2
Verify Your Identity
Prepare identity documents if manual verification is required.
3
Contact Support
Submit a support ticket if the lockout persists beyond 24 hours.
4. Slow Loading & Performance Issues
Network-Related Issues
Check Your Connection
- • Test internet speed (minimum 5 Mbps recommended)
- • Try different networks (mobile data vs WiFi)
- • Restart your router/modem
- • Disable VPN temporarily
DNS Issues
- • Try Google DNS: 8.8.8.8, 8.8.4.4
- • Or Cloudflare DNS: 1.1.1.1, 1.0.0.1
- • Flush DNS cache on your device
- • Check for regional access restrictions
Browser-Related Issues
Browser Optimization
- • Clear browser cache and cookies
- • Disable browser extensions temporarily
- • Update to latest browser version
- • Try incognito/private mode
Recommended Browsers
- • Chrome 100+ (recommended)
- • Firefox 90+
- • Safari 14+
- • Edge 100+
Performance Monitoring Code
// Check HTX server response time
async function checkHTXPerformance() {
const startTime = performance.now();
try {
const response = await fetch('https://www.htx.com/api/ping');
const endTime = performance.now();
const responseTime = endTime - startTime;
console.log(`HTX Response Time: ${responseTime.toFixed(2)}ms`);
if (responseTime > 5000) {
console.warn('Slow response detected. Try again later.');
}
return { success: true, responseTime };
} catch (error) {
console.error('Connection failed:', error);
return { success: false, error };
}
}5. Prevention Tips & Best Practices
Security Best Practices
✅ Password Management
- • Use a unique password for HTX
- • Enable a password manager
- • Update passwords every 90 days
- • Never share login credentials
🔒 2FA Setup
- • Enable 2FA on your account
- • Save backup codes securely
- • Use multiple 2FA methods if available
- • Keep authenticator apps updated
Account Monitoring
📧 Email Alerts
- • Enable login notifications
- • Monitor failed login attempts
- • Set up withdrawal alerts
- • Check security logs regularly
🌐 Network Security
- • Avoid public WiFi for trading
- • Use secure, updated browsers
- • Whitelist trusted IP addresses
- • Keep devices malware-free
Emergency Support Contacts
HTX Official Support
Support Center: HTX Help Center
Live Chat: Available 24/7 on HTX website
Email: support@htx.com
Response Time: 2-24 hours typically
Required Information
When contacting support, provide:
- • Registered email address
- • Account verification documents
- • Detailed problem description
- • Screenshots if applicable
- • Error messages received