Overview
If you can no longer access Google Authenticator due to a phone change, lost device, or cleared app data, the steps below will help you restore access to your account. The right path depends on what information you still have available.
| Before You Start — Check What You Have |
| • Your old phone with the Authenticator app still working |
| • The 16-character backup key saved when you set up 2FA |
| • Access to your registered email address |
| • A valid government-issued ID (may be needed for manual review) |
Case 1: New Phone, But Old App Still Works
If your old phone's Authenticator app can still generate codes, you can migrate it yourself without contacting support.
• Log in using your existing verification code.
• Go to Account Settings > Security > Google Authenticator and click Change.
• Scan the QR code on the page with your new phone to complete the binding.
• Verify using codes from both the old and new device to finalize the switch.
Case 2: You Have the 16-Character Backup Key
When you set up 2FA, a 16-character backup key was displayed. If you saved it, you can restore the authenticator on any device without contacting support.
• Install Google Authenticator on your new phone.
• Open the app and select Enter a setup key.
• Enter your account email and the 16-character backup key.
• The app will generate a 6-digit code — use it to log in normally.
| ✓ Tip: We strongly recommend writing down your backup key on paper and storing it somewhere safe offline. This is the only self-service way to recover your authenticator if you lose your device. |
Case 3: No Old Device and No Backup Key — Manual Reset Required
If you cannot access your old device and did not save your backup key, you will need to submit a manual reset request to our support team. Please refer to Section 2 for the full process.
| ⚠ Note: Manual resets require identity verification and typically take 1–3 business days to process. Once completed, withdrawals will be restricted on your account for 24 hours as a security measure. |
Frequently Asked Questions
Will resetting 2FA affect my funds or open positions?
No. Resetting 2FA does not affect your funds, open orders, or positions. Only withdrawals and certain security settings will be temporarily restricted after the reset.
My verification code keeps failing, but I haven't changed phones. What should I do?
This is usually caused by your phone's clock being out of sync. Go to your phone's Settings and enable Set date and time automatically. Reopen Google Authenticator — the code should work correctly after that.
Can I use a different authenticator app instead of Google Authenticator?
Yes. Any app that supports the TOTP protocol — such as Authy or Microsoft Authenticator — will work. When setting it up, select Google Authenticator as the method, then scan the QR code with your preferred app.
