Account, Security & Team Members
Signing in
Sign in with your email and password, plus your 6-digit 2FA code if you've enabled 2FA. Then enter the sign-in code emailed to you.
- The emailed code is single-use and expires after 5 minutes. If it doesn't arrive, check your spam folder, or go back to the login page and sign in again for a new code.
- Keep me signed in for 30 days keeps the session for 30 days. Otherwise sessions last 24 hours.
- You get a "Login" email for each sign-in, and a "New sign-in detected" notification for a new device or country.
Sign-in errors
- "Credentials incorrect": wrong email or password (or 2FA code). Use Reset password if needed.
- "Invalid OTP Code": the 2FA code is wrong. 2FA codes are time-based, so make sure your device's clock is set automatically.
- "Too many failed sign-in attempts. Try again later or reset your password.": after 5 failed attempts in 15 minutes, sign-in is paused for a short time that grows with each further failure (up to 15 minutes). Password reset still works during the pause. The owner is notified about repeated failures.
- "User is not activated": the account is deactivated. Contact support.
- "Access denied: this IP address is not on your account's IP allowlist": sign in from an allowed address, or ask support to reset your allowlist.
Resetting your password
Click Reset password on the login page and enter your email. The reset link is single-use and expires within a few minutes, so use it right away or request a new one. Your new password must be different from your current one, at least 8 characters, and include upper and lower case letters, a number and a symbol. Resetting or changing your password signs you out everywhere.
Resetting your password doesn't turn off 2FA. You still need your authenticator app afterwards.
Security settings (Profile → Security)
- Two-factor authentication: scan the QR code with an authenticator app (1Password, Google Authenticator, Authy…), then click Verify & enable. The entry appears as "HollaEx Dashboard". Disabling 2FA requires a current code.
- Idle pass code: locks the dashboard after 30 minutes of inactivity. Enter your 6-digit pass code to unlock. If you forget it, choose Sign out (forgot pass code) and contact support. Changing or removing the pass code requires the current one.
- IP allowlist: restricts your dashboard account to specific IP addresses or ranges (IPv4/IPv6, ranges no broader than /16 for IPv4 or /48 for IPv6, up to 20 entries). Your current IP must be included. If 2FA is enabled, changing the list needs a 2FA code. Saving signs out your sessions from other addresses. The allowlist protects your dashboard login only, not your exchange's API.
- Active sessions: review signed-in devices and login history, and revoke any session.
Lost your 2FA device?
There are no backup codes, and 2FA can't be reset from the dashboard. Contact support@hollaex.com from your registered email address to recover access.
Team members and roles
Owners and admins manage the team on the Team page. Roles:
| Role | Access |
|---|---|
| Owner | Everything. The account that created the exchange. |
| Admin | Full access to exchange settings, members, hosting, billing and all websites. |
| Billing | Invoices, plans and payment. |
| Tech | Hosting (deployments, domains, configuration, env vars) and assigned websites. |
| Business | Business info and compliance details. |
Owner-only actions:
- identity verification;
- the operator agreement request and company information;
- changing member roles;
- inviting admins.
Admins can invite billing, tech and business members and remove members. Nobody can remove the owner or change the owner's role. Ownership can't be transferred from the dashboard: contact support.
Billing, tech and business members only see websites they've been assigned to on the website's Access tab.
Inviting a member
Click invite, enter their email and pick a role (tech by default). They get an email with a one-time link that expires in 7 days. Resend invite sends a fresh link and extends the expiry. Invitees set their own password. If they already have a HollaEx account, accepting adds them to your exchange with their existing password.
If an invite link says "This invite link is invalid, has expired, or has already been accepted.", ask the owner or an admin to resend it.
Removing a member removes their access, including project access, and emails them.
Identity verification (KYC for the operator)
Only the exchange owner can verify. On Verification, click Start identity verification. It opens iDenfy in a new tab. Processing takes about 20 minutes on average.
Statuses: Verification Incomplete, Submitted for processing, Verification Complete, Verification rejected. If rejected, click Retry identity verification. If you see "Your previous submission is being reviewed", wait for the result before retrying.
Verification is required before requesting the operator agreement. It's not required during a trial.
Operator agreement
The agreement isn't signed inside the dashboard. The owner submits a request on Agreement with the company name, country, registered address and signer details. HollaEx's legal team then follows up with the agreement document. Statuses: Agreement Not Signed, Request submitted, Agreement Signed.
Identity verification must be complete first. Invoices can't be paid until the agreement is signed. Until then Billing shows a Before you can pay checklist: verify your identity, sign the operator agreement, then pay invoices. After signing, company information is locked. Contact support to change it.
Support tickets
Open Support → New ticket. Choose a category (Billing, Technical, Hosting, Account, Other) and a priority:
- Low: question or minor issue
- Medium: affects part of the workflow
- High: major feature broken
- Urgent: production is down
You can attach up to 5 files. Most replies arrive within a few hours. Ticket statuses are Open, Pending and Closed. Mark as resolved closes a ticket. Closed tickets can't be reopened, so open a new ticket for further help.
Notifications, emails and release notes
- The bell shows your latest notifications (support, updates, billing, security, system, deploy).
- Email preferences (Profile) has one toggle: Release notes & announcements. Account, billing and security emails are always sent. The unsubscribe link in announcement emails turns off only those emails.
- The Updates page lists HollaEx release notes and announcements. It's available once your exchange is active and running.
Deleting your account
Account deletion isn't self-service. Email support@hollaex.com from your registered address.