I no longer have access to my 2FA device

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

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.

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.