Before reaching out to our team to disable Two-Factor Authentication (2FA) on your account, we recommend ensuring that you have time-synced your device, and attempted to use your 2FA recovery code.
The most common cause for the "Incorrect Code" error is due to Google Authenticator App not being synchronized correctly.
- Go to the Main Menu on the Google Authenticator app
- Select Settings
- Select Time correction for codes
- Select Sync now
On iOS (Apple iPhone):
- Go to Settings – this will be your phone’s system settings, not the Authenticator app settings.
- Select General
- Select Date & Time
- Enable Set Automatically
- If it's already enabled, disable it, wait a few seconds, and then re-enable it.
Using Your 2FA 16-digit recovery code
When you set up Two-Factor Authentication, you were prompted to save a 2FA recovery code and corresponding QR code. These can be used to set up and generate the 2FA code on a new 2FA device. All you need to do is to scan your saved QR code or input the 2FA recovery code. Follow these steps to regain access to your account.
If you do not have a backup of your 2FA backup key, you will need to create a support ticket for assistance. Please reach out to us and provide as much information as possible regarding your account in order to receive a fast 2FA reset. Information about your latest deposits, trades, balances, and account activity will be very helpful in confirming your identity.
We may also require you to submit a verification photo. This ensures that the image is up-to-date and makes it difficult for someone to impersonate you.
Tips: You and the hand-written note should both be clearly visible.
Both the face and note must be clear and readable. Failure to comply will result in your verification picture being rejected, delaying the recovery of access to your account.
We sincerely appreciate your cooperation!