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: Get in touch with us with the following info:
|
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: Get in touch with us with the following:
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 up to 48 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: Get in touch with us with the following:
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 up to 48 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. |