I no longer have access to my 2FA device

  • Updated

Resetting your two-factor authentication if you no longer have access to your 2FA device 

Issue

What To Do

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:

  1. Your new phone number
    • Must be a valid North American mobile phone number (+1 country code)
    • Cannot be a landline number

  2. We will require one of the two following documents sent:
    • 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)

      or

    • A picture of yourself holding your Canadian photo ID (with your face shown and details of your ID visible), 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 support@bitbuy.ca with the subject line "2FA Reset" and the following:

  1. Your current phone number &

  2. A picture of yourself holding your Canadian photo ID (with your face shown and details of your ID visible), 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. We strongly recommend that you switch back to Google Authenticator or Authy right after.

Please note that withdrawals will be temporarily locked for 24 hours as a security precaution after your 2FA method has been successfully reset.

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":

  1. Your new phone number
    • Must be a valid North American mobile phone number (+1 country code)
    • Cannot be a landline number

  2. We will require one of the two following documents sent:
    • 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)

      or

    • A picture of yourself holding your Canadian photo ID (with your face shown and details of your ID visible), 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. We strongly recommend that you switch back to Google Authenticator or Authy right after.

 

Please note that withdrawals will be temporarily locked for 24 hours as a security precaution after your 2FA method has been successfully reset.

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.

Was this article helpful?

3 out of 13 found this helpful

Have more questions? Submit a request