Resetting your two-factor authentication if you no longer have access to your 2FA device
Issue |
What To Do |
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I have a new phone number and no longer have access to my old number |
Please follow the steps below to have your phone number updated by a member of our support staff: Send an email to support@bitbuy.ca with the subject line "Phone Number Change" and the following in the body:
|
I lost my Google Authenticator device or app, but I still have access to the phone number I signed up with |
Please follow the steps below to have your 2FA method reset back to SMS codes. Send an email to support@bitbuy.ca with the subject line "2FA Reset" and the following in the body:
After this has been received and approved by our staff, your 2FA method will be reset back to the SMS codes. |
I lost my Google Authenticator device or app, AND I don't have access to the phone number I signed up with |
Please follow the steps below to have your 2FA method reset back to SMS codes and your phone number updated by a member of our support staff: Send an email to support@bitbuy.ca with the subject line "2FA Reset and Phone Number Change" and the following in the body:
|
My Google Authenticator codes are not working |
Please ensure that the clock on your phone is set to the correct timezone. Having the incorrect clock can cause your Google Authenticator codes to be out of sync. |
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