Issue
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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 [email protected] with the subject line "Phone Number Change" and the following in the body:
- Your new phone number
- Must be a valid North American mobile phone number (+1 country code)
- Cannot be a VoIP/Internet phone number or landline
- One of the two below documents, as an attachment to the email
- A mobile phone bill for the new phone number, with your name and address that match your Bitbuy account (Must be the original document, with no modifications or obstructions)
- A picture of yourself holding your Canadian photo ID (with your face shown), along with a piece of paper with "For Bitbuy use only" and today's date written on it
After this has been received and approved by our staff, your phone number will be updated and you will regain access to your account. |
| 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 [email protected] with the subject line "2FA Reset" and the following in the body:
- Your current phone number
- A photo of yourself holding both
- Your Canadian photo ID
- A piece of paper with "For Bitbuy use only" and today's date written on it
After this has been received and approved by our staff, your 2FA method will be reset back to the SMS codes.
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| 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 [email protected] with the subject line "2FA Reset and Phone Number Change" and the following in the body:
- Your new phone number
- Must be a valid North American mobile phone number (+1 country code)
- Cannot be a VoIP/Internet phone number or landline
- The two below documents, as an attachment to the email
- A mobile phone bill for the new phone number, with your name and address that match your Bitbuy account (Must be the original document, with no modifications or obstructions)
- A picture of yourself holding your Canadian photo ID (with your face shown), along with a piece of paper with "For Bitbuy use only" and today's date written on it
After this has been received and approved by our staff, your 2FA method will be reset back to the SMS codes and your phone number will be updated. |
My Google Authenticator codes are not working
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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. |
