Security Verification: SMS and Email OTP

When you make a crypto withdrawal on PDAX, you will be asked to verify your identity using both an SMS One-Time Password (OTP) and an email OTP.

This extra security step helps protect your account, even if your password or email has been compromised.

What is the Security Verification screen?

    After you enter your withdrawal amount and destination address, you will be taken to the Security Verification screen.

You will need to enter two separate 6-digit codes:

• One code sent to your registered mobile number

• One code sent to your registered email address

Both codes must be entered and submitted together. Your withdrawal will only proceed once both OTPs are successfully verified.

How do I complete the Security Verification step?

    Follow these steps to verify your withdrawal:

1. Enter your withdrawal details

    Enter the withdrawal amount and destination address, then tap Confirm.

2. Wait for your OTPs

PDAX will send:

• An SMS OTP to your registered mobile number

• An Email OTP to your registered email address

3. Enter both codes

    Type each 6-digit code into the correct field on the verification screen.

4. Tap Confirm

    Once both fields are filled in, tap Confirm. Both OTPs will be checked at the same time.

5. Wait for confirmation

    If both codes are correct and valid, your withdrawal will be processed. You will see an Order Confirmation screen with your transaction ID.

Note: Both OTPs must be entered correctly before your withdrawal can proceed. If only one code is correct, your withdrawal will not be processed.

How long are the OTP codes valid?

    Each OTP is valid for 10 minutes from the time it is sent. If your OTP expires, you will need to request a new one using the Resend button. OTPs are also single-use. Once an OTP has been submitted, it cannot be used again.

What if I did not receive my OTP?

    When you tap the Resend button, the account protection system sends you a new OTP. The Resend button will appear once the countdown timer ends. 

Note: Both SMS OTP and email OTP have separate Resend buttons.

As part of the account protection system, the wait time increases with each resend attempt to help protect your account:

Attempt    Wait time before next resend

Initial send    5 minutes

1st resend    10 minutes

2nd resend    20 minutes

3rd resend    40 minutes

4th resend    48 hours

Note: SMS and Email resend limits are counted separately. If you reach the resend limit for SMS, this will not affect your Email resend attempts, and vice versa.

What if the OTP fails to send?

    If PDAX is unable to send one or both OTPs when the verification screen opens, a message will appear on your screen.

From there, you can:

• Tap Retry to send the OTP again

• Tap Contact Support to go to the PDAX Help Center

The cooldown timer will not start for any OTP that failed to send. Once the OTP is successfully sent, the timer will begin.

What happens if I enter the wrong OTP?

    If one or both codes are incorrect, an error message will appear under the affected field. You may correct the code and tap Confirm again.

Please note that each failed submission counts as one attempt. After 3 failed submissions, withdrawal verification will be temporarily unavailable for 48 hours as part of our account protection measures.

During this cooldown period:

• You will see when withdrawal verification will be available again

• You can still access other PDAX features

• Your attempt count will reset once the cooldown period ends

A successful OTP submission will also reset your attempt count.

What if I no longer have access to my registered mobile number?

    If your SMS OTP is being sent to a number you no longer use, tap Change your number? Update here on the verification screen. This will redirect you to the PDAX Help Center. Mobile number updates cannot be done in-app. All number change requests must be processed through Customer Support.

Why does PDAX require both SMS and email OTP?

    PDAX requires both SMS and email OTP for withdrawals to add another layer of protection to your account. Even if someone gains access to your password or email, they would still need access to your registered mobile number before they can complete a withdrawal. This helps reduce the risk of unauthorized crypto withdrawals.

Can I still withdraw if I cannot complete verification?

    If you cannot receive your OTPs or complete the verification step, please contact PDAX Support through the Help Center. Please avoid submitting multiple incorrect codes, as this may trigger a temporary cooldown period for withdrawal verification.

You can access support through the link shown on the verification screen or by visiting support.pdax.ph.