Overview
If you cannot access Google Authenticator and do not have a backup key or old device, you can apply for a manual reset. This section explains what to prepare and how to submit your request.
| ⚠ Note: Manual reset reviews typically take 1–3 business days. Once completed, withdrawals will be restricted for 24 hours. |
What to Prepare
Please have all of the following ready before starting your request. The more complete your submission, the faster the review.
| Required Information Checklist |
| • Your registered email address |
| • Your account UID (found under Account Settings > Profile) |
| • A photo of your government-issued ID (passport, national ID, or driver's license — must be clear and complete) |
| • A selfie holding your ID: must clearly show your face, the front of your ID, and a handwritten note with today's date and your UID |
| • Recent account activity: your most recent deposit amount, last trading pair used, and approximate account balance |
Steps to Submit
• Go to the login page and enter your email and password.
• On the 2FA verification page, click Can't access your code? or Can't access authenticator?
• Select Google Authenticator unavailable and click Confirm Reset.
• Complete email verification — enter the code sent to your registered email.
• Follow the on-screen instructions to upload your identity documents.
• Submit the request and await a confirmation email. The support team will review and respond within 1–3 business days.
Common Reasons for Rejection
• ID photos are blurry, cropped, or partially obscured
• The selfie does not clearly show both your face and the ID
• The handwritten note is missing, incorrect, or typed instead of handwritten
• Information provided does not match your registered account details (name, email, UID)
• Recent account activity details differ significantly from actual records
What if I Also Can't Access My Registered Email?
If you have lost access to both your 2FA and your registered email, additional verification will be required. Please contact us directly through live chat and inform the agent that you have lost access to both.