If you lost your 2FA device or deleted your authentication app, you can log in with your backup code. We suggested that you write down or print out this code during your 2FA activation. Just paste or type it into the field where you usually type in your 2FA code. If the backup code is correct, you will be logged in the normal way.

Please make sure that:

    1. The backup code must be entered exactly as it was given to you (observing the lower and upper case letters).

    2. If you lost your backup code or it does not work, we will have to ask you to go through identity verification.

Once you are logged in, you can disable 2FA in your account and enable it again with a new app or device.

Don't have a backup code?

We can disable 2FA for you to help you out of this difficult situation. But do remember that this is a risky operation because your account loses part of its protection. So we will need to make sure that we’re doing it upon request of the legitimate account owner. Such verification is a multi-stage process that requires your cooperation and takes a bit of time.

Please fill in the form linked below and provide us with all available information that will help us identify you as the account owner.

Useful links: 

    1. 2FA codes not working

    2. How to transfer your 2FA to a new device

    3. Click here to submit the 2FA removal request