Your CEX.IO account is protected with two-factor authentication (2FA). This is an additional security measure that helps keep your funds and personal data safe. It requires you to provide a 2FA code to log in to CEX.IO and complete certain actions with your CEX.IO account.
If you need to change the phone number at which you receive 2FA codes or switch your 2FA method to Authenticator app, there are two ways to do that:
Disconnect your previous phone number on the Security page.
Submit a request on the CEX.IO Help Center.
If you have access to your previous phone number/device
If you have access to the phone number that’s currently registered for receiving 2FA codes, you can change your 2FA phone number in the Profile menu of your CEX.IO account, under the Security tab. You can also switch on 2FA codes using the Authenticator app or enable both 2FA options.
Since your current 2FA method is connected to your previous phone number, you’ll need to disable 2FA first before setting up a new 2FA method. To disable 2FA:
Click Disable next to the Text Message option for 2FA
Confirm 2FA disable with the code sent to your phone number
If you have two 2FA methods enabled, then you can also choose an alternative method to disable 2FA. In this case, you need to enter:
Code from your Authenticator app
Code from your email
To re-enable 2FA with your new phone number or switch your 2FA method to the Authenticator app:
Click Enable next to Text Message option for 2FA
Enter your new phone number
Enter the 2FA code sent to your new phone number
That’s it! Now you’ll receive 2FA codes delivered to your new phone number.
If you’ve lost access to your previous phone number/device
If you need to change the phone number that receives 2FA codes, but don’t have access to your previous phone number, please submit a request via chat.
When submitting a request on the Help Center, choose “2FA Disable Request or Withdrawal Pin Code Reset Request” from the drop-down list and provide the necessary information together with ID confirmation photos.
As soon as our support team reviews your request and disables your current 2FA method, you will be able to use another phone number to activate 2FA.