Lost or Broken Devices with 2FA
There are two options:
Option 1: Use your 2FA backup code if you recorded it during the initial 2FA setup process.
Note: Change your 2FA as soon as you regain access to your account. Using a backup of a 2FA that's on a lost phone is not secure.
Option 2: Contact our support and provide as much information as possible regarding your account in order to receive a fast 2FA reset. Useful information includes: latest deposits, trades, balances, and account activity.
2FA Code Errors
The most common cause for 2FA code errors is the time on your device not being synced correctly. To make sure that you have the correct time in your Google Authenticator app, follow the instructions for your operating system below.
Google Authenticator On Android:
1. Go to the Main Menu on the Google Authenticator app
2. Select Settings
3. Select Time correction for codes
4. Select Sync now
Google Authenticator On iOS:
1. Go to the Settings – your phone’s system settings, not the Authenticator app settings.
2. Select General
3. Select Date & Time
4. Enable Set Automatically
5. If already enabled, disable, wait a few seconds and re-enable.
If things are still not working after syncing we will likely need to reset your 2FA. Please email our support team from the email address associated with your account and provide as much information as possible to receive a fast 2FA reset.
