1. I forgot my login password.

On the Login page, if you can’t remember your password, you can select “Forgot Password?” then fill in the required information and choose Change Password. You can then log back into the system using the new password sent to the email registered with Pinetree.

2. I opened an eKYC account with my Citizen ID, but I lost it and have a new one. How do I complete my profile? Can this be done online?

If you’ve changed your Citizen ID, Pinetree supports updating information in one of three ways: updating on the Pinetree web trading platform, on the Alphatrading app, or by filling out a “Request to Register, Update Information, or Services” form and sending it to Pinetree’s Customer Service Department.

Please see the detailed instructions at https://pinetree.vn/post/dich-vu/cap-nhat-thong-tin/.

3. Why do I need to change my password on the first login?

To secure account information, you must change the system-provided password upon first login to one you set yourself and keep it secure. Do not share your password with anyone.

Additionally, Pinetree recommends changing your password every 6-12 months and enabling two-factor authentication.

4. Can I use Smart OTP on multiple devices?

The Smart OTP feature can only be activated and set up on a single mobile device to ensure security.

5. What should I do if I lose my phone or suspect that my account has been compromised?

In urgent situations such as losing your phone or suspecting any unauthorized access on your phone/account, please contact us immediately at:

• Hotline: 024 6282 3535 or
• Email: trading@pinetree.vn
• Facebook: www.facebook.com/chungkhoanpinetree
• Zalo OA: https://zalo.me/895810815009263150