Fusang Support

Account Management

Frequently asked questions about managing and modifying your account.

Account change and recovery

I lost my phone or change my device, how do I reset my 2FA code?

To reset your two-factor authentication, please send an email to support@fusang.co to request for a new QR code. You will receive an email with a proposed date and time for us to get on a call with you via Zoom for verification purposes.

Upon your identity verification, we will send you a QR code via email. Now you may use the Authenticator app on your new device to scan the QR Code and setup the two-factor authentication.

Can I share my account with another user?

For security purposes, you are advised not to share your login credentials or two-factor authentication (2FA) with anyone.

What to do if your Fusang account is compromised?

If for any reason you feel that your Fusang account has been compromised, contact support@fusang.co immediately and report the specific details of your concerns.

I forgot my password, how do I reset it?

If you forgot your password, please click on the reset password on the login page. We will send you a reset password link via email. If you have not received it in your inbox, please check your spam/junk folder.

If you still have trouble retrieving the email, please contact us at support@fusang.co

What is Fusang’s support operational hours?

The Custody and Exchange platforms operate on a 24/7 basis but for Inquiries & Technical Support, you can contact us at support@fusang.co during business hours Monday-Fridays, 09:00-18:00 HKT.

How do I change my account information?

In order to change your Fusang account information, please follow below steps:

  • Login to your Fusang Account. Click on the ''Identity'' tab of the navigation bar and "Edit" button.
  • To update your profile details and Identity Document (1):
    click on ''Identity verification'' and upload your new ID
  • To update your residential address (2):
    click on ''Residential Proof Address'' and upload your new document
  • To update your contact number (3):
    click on ''Declaration tab'' and input your new number
  • To change your email address or add an alternative email (4):
    click on the avatar icon on the top right corner of your Fusang account and ''View your profile''. You will then be able to add another email address and set it as Primary email. You will be required to click on the verification link sent to your newly added email address.

Custody management

How do I change user roles within a Corporate account?

You can downgrade or upgrade your role on an account level and on a wallet level.

Changes for account roles  (Super User/ User)

Only Super Users can change account roles. In order to do so, follow below instructions:

  • In Custody (1), click on ''Users'' icon in the right vertical bar (2), where you can view all the onboarded users of your account, and edit their role (3)
  • After selecting a specific user, upgrade to Superuser or downgrade to User by ticking or unticking the ''Super User'' checkbox (4)
  • Click the confirm button and input the 2FA codes to assign the role (5).

Changes for wallet roles (Signer and Viewer)

Only Super users can change wallet roles. In order to do so:

  • In Custody (1), click on ''Assets'' (2) the first icon in the right vertical bar, where you have a view of all your different wallets (3)
  • Select the wallet you would like to edit the governance (3), click on the ''Wallet Settings'' tab of the pop up window (4) and ''Edit'' (5).
  • In the same pop up window, upgrade your selected user to Signer or downgrade to Viewer(6)
  • Click on the Update button (7) and input the 2FA code to assign the role.
  • The request will be sent through for approval. Our team may reach out to you to confirm the change request.

How do I customise wallet policy?

When creating a new wallet, you have the possibility of choosing from 3 different standard wallet templates: frozen, secure and flash. After Fusang has approved your wallet creation request, you can customise the level of control and flexibility of the wallet by configuring the wallet policy.

In order to do so, click on ''Custody'', where you will have a view of all your wallets. Select the wallet you want to configure, a pop up window will open:

  • Click the Policy tab (1) on the very right side, then Edit (2)
  • (3) Edit transaction hours limit: Select your time zone and the permissible start /end time of transaction for initiation and execution.
  • (4) Edit wallet address: Set the maximum number of wallet address you can whitelist and assign nickname to the whitelisted wallet (optional).
  • (5) Edit transaction volume cap: Set the maximum % of the wallet balance that can be transacted out  
  • You can adjust the interval times (in minutes) between each transaction according to your preferences by editing the ''Transaction unit of measurement''. (eg: if you set the transaction unit of measurement as 60min, you will be able to initiate another transaction 1 hour after the last transaction).
  • (6) Edit Frequency cap:  Set the Maximum permissible number of transactions per day.
  • (7) Minimum Balance: This item indicates the minimum amount (in % of the wallet balance) to maintain in the wallet. This item is subject to Fusang and is not editable.
  • (8) Billing: This item indicates the holding fees charged by Fusang. This item is subject to Fusang and is not editable.

How does Fusang protect user funds and securities holdings?

User funds and securities holdings are securely safeguarded in the Fusang Vault, which is an institutional-grade digital asset custodian providing asset services through our proprietary platform ( Licensed in Hong Kong to act as trustee and custodian of digital assets and securities).

Engineered with advanced security technology and customised workflow controls, Fusang Vault is built to adapt to evolving blockchain technology and offer an unparalleled customer experience.  From the security protocols to our compliance and governance direction, Fusang Vault was designed to support the four key values:

  1. Safety
  • Proprietary technology
    • Multi-factor Authentication
    • US intelligence agency adopted technology
    • Designed to eliminate the “human” factor – minimising human error
  1. Assurance
  • Safeguarding digital assets using a 3-layer security control system
    • Policy-Driven: Multi-signatory access and permission levels
    • Third-party oversight
    • Code audit
    • Governance
  1. Flexibility: Facilitating seamless transactions 24/7 with customised policy settings for each wallet
  2. Expertise: Leveraging on 30+ years’ experience

What are the differences between Frozen, Secure and Flash wallet?

By default, each client will have 2 flash wallets (Bitcoin and Ethereum wallet) and 1 fiat wallet.

If you want to create additional wallets, you can choose from 3 different wallet templates. See below their standard default features (you can customise them after the wallet creation request has been approved):

Frozen wallet Secure wallet Flash wallet
Clients must whitelist the receiving wallet addresses before they can transfer funds. Clients must whitelist the receiving wallet addresses before they can transfer funds. No restriction to transfer funds to any wallet address.
Store only 1 whitelisted wallet address Store up to 5 whitelisted wallet addresses Unlimited number of transactions throughout the day.
Limit of 1 transaction per day (From 9am HKT to 6pm HKT) Limit of 10 transactions per day (from 00:00 am HKT to 11:59 pm HKT) No transaction volume cap
Transaction volume cap: up to 50% of the wallet balance. Minimum of 5 minutes interval between each transaction
No transaction volume cap

What is the difference with SuperUser/User and Signer/Viewer?

In Fusang Vault (click Custody tab in your Fusang account), you have the possibility of having multiple users and customising the policy setting on an account level with different user types, and on a wallet level with different user roles.

On an account level, there are 2 user types: Super User and User.

Super User User
Super Users have the highest level of authority and have full access to wallets. Users can only view information on their assigned wallets.
They can view and control all the information related to the account as well as all activities related to the wallets. Depending on their user roles, they can control activities related to the specific wallet.
Add and remove users View assigned wallets
Create wallets Control activities on assigned wallets (only if users have Signer role)
Consolidated view of all wallets
Assign users to wallets as Signers or Viewers
Edit wallet governance settings
Freeze wallets

On a wallet level, there are 2 user roles: Signer and Viewer. Each wallet must have at least one Signer designated by a Super User.

Signer Viewer
Signers are the only ones who can approve transactions, edit information, and conduct other admin functions on their assigned wallets. Viewers have the right to view wallets they are assigned to. While Viewers cannot approve transactions, they can initiate transactions and relevant Signers will receive email notifications asking for approvals.
They will need to be alert in order to avoid having the fund transactions stuck pending for their approvals. Super Users can have the Viewer role as well if they don't want to get involved in daily operations or transactions while keeping absolute authority to act as ultimate controller of the account. (e.g., a hedge fund’s director who does not get involved in daily operations but still wants to have control on the wallet governance and monitor transactions).
View assigned wallet View assigned wallet
Initiate transactions Initiate transactions
Approve transactions  
Freeze wallet  

Can a user be Signer in one wallet but Viewer in another wallet?

Yes, in a multiple users account, a user can be assigned different user roles for different wallets, and be Signer in one wallet, and Viewer in another wallet.

How many users can manage my account?

We currently do not have any limit to users of your Vault account.

You are advised not to share your login credentials or two-factor authentication (2FA) with anyone. If you require someone to operate your accounts, you may set up a user account for him/her and invite them to join the wallet(s) that they will manage. Only then will they be able to operate your account on your behalf.