What you are looking for
The Customer Code identifies your customer claim. It is not your account email, claim number, exchange password, wallet address or two-factor authentication code. Use the field labelled Customer Code and confirm that it belongs to the account you want to check.
Where to look
The 8-digit code under which your claim is recorded in the register. Kroll sent them by email from ftx@noticing.ra.kroll.com with the subject Your Scheduled Claim Information and Unique Customer Code. If the email is gone, find the number in the FTX Customer Portal.
Where to find the code
| Place | What to look for |
|---|---|
| FTX Claims Portal | My Account: the Unique Customer Code below the Account ID. |
| Kroll correspondence | The original email or letter; also check spam and junk folders. |
| Your own records | A saved claim record with matching account details. |
Check the recorded amount
Use the FTX SELL claim lookup with your Customer Code. Treat the result as a claim-record amount; a purchase price is confirmed separately after a review.
If you cannot find it
Contact the team and explain which records you still have. If you need to recover portal access or correct official records, use FTX’s official support channels. Never send a seed phrase or a one-time login code in an enquiry.
If you no longer have the original Kroll email
| What you still have | Next action |
|---|---|
| An email or saved record | Find the Unique Customer Code field and match it to the account associated with the claim. Do not substitute a password, Account ID or one-time code. |
| No email, but portal access remains | Open the official FTX instructions and check the relevant field in the Customer Portal. |
| Neither the email nor portal access | Use the official FTX process for recovering access or locating the record. Explain what claim information you still have; do not send login secrets. |
Where to find the code is described in Obtaining Your Unique Customer Code. If the question concerns the official record, contacting a buyer does not replace FTX’s response. You can first describe the situation to FTX SELL through its initial enquiry process.
What to tell the team if the code has not been found
Explain whether you can access the portal, have retained correspondence about the claim, or know another identifier. The team can clarify whether the available information is sufficient for preliminary consideration. This is not a promise to restore official access.
A Customer Code helps identify a record, but does not by itself establish the right to sell the claim. Do not use someone else’s code or share a password, one-time code or email access. After locating the record, the amount and purchase terms are reviewed separately.
