Q: Google Authenticator not working or lost?
A:If you have lost access to your Google Authenticator app or it has stopped working, you can reset your Google Authentication by following the steps below :
If you receive a "2FA code error" after you input your Google Authentication code, please follow the instructions below to solve the problem:
- Synchronize the time on your mobile phone (to synchronize your Google Authenticator app) and your computer (from which you attempt to login).
- Clear your browser cache and cookies.
- Try to login from our dedicated mobile app.
Please confirm if you have backed up your Google Key（The key may look like "Key : 6QGMVNJ43XSEI****);
If yes, please download Google Authenticator APP and input the key or Scan the QR to generate the code.
If you did not save the Google key, but you can access to your account.
Please enter the Security Settings, click the reset on the Google Authenticator.
Note: To secure your assets, you won’t be able to withdraw any funds within 24 hours after Change your Google Authenticator.
If you lost your Google authenticator, you could reset on the login page.
If the above solutions can’t solve the issue for you,
please send your request and KYC document to firstname.lastname@example.org by your registered email. After confirming your information, our customer support can help you remove the old phone number and then you can bind a new one.
Note: This procedure may require you to do video verification or account frozen.