Depending on the 2FA code delivery method, you may face some issues related to the Google Authenticator app or your mobile service provider. To help you save time, we’ve prepared a list of the most frequent situations with 2FA and troubleshooting steps to sort them out.
Text message (phone number) method
SMS doesn't arrive
This issue may occur due to two possible reasons:
1) The mobile provider may redirect the code to certain messenger applications (Telegram, WhatsApp, etc) installed on your phone. Make sure to check them.
2) Your device’s SMS inbox could be full. Try deleting some less critical messages from your inbox, and request the code again.
If neither of the above helps, try to install your SIM card on another device and see if it receives 2FA codes.
My 2FA code is invalid
This can happen if the SMS code arrived late and has already expired. Check the status of message delivery with your mobile operator.
An overloaded cache and cookies can lead to interrupted web browsing sessions and broken page elements. Just clear them and restart the browser.
Browser extensions and content blockers may inadvertently block your access to some sites or content. Disable them and reload the page.
If neither of the above helps, try to install your SIM card on another device and see if it receives 2FA codes.
I’ve lost/damaged my phone, but I have access to the connected phone number
You can try putting the SIM card in a new device to receive 2FA codes as usual.
If you’d like to change the phone number that receives 2FA codes for your account, follow the guide below:
I’ve lost/damaged my phone, and I don't have access to the connected phone number
In this case, you need to request that 2FA be disabled on your account.
Important: The 2FA via text message (SMS) option may be unavailable for some countries.
Authenticator App method
My 2FA code is invalid
Invalid 2FA codes may be caused by one of the following reasons:
1) Incorrect device time settings. In order to successfully receive the code, make sure the clock on your device shows the correct local time, date, and time zone.
- If you're using an Android OS, you can correct any time errors in the Google Authenticator app. To do this, go to settings and select Time correction for codes. Then tap Sync Now.
- If you are using an iPhone, set the time on the Internet to ensure that the clock is correctly synchronised. Check it in your phone settings: Go to General → Date & Time → Set Automatically.
2) The 2FA token might have already expired by the time you finished entering it.
The Google Authenticator App changes tokens every 30 seconds. If you start entering a token when it’s about to change, it may become invalid before it’s submitted. In this case, simply enter the token again right after it changes.
3) You may have accidentally entered the wrong 2FA code.
If you have two or more 2FA codes for your CEX.IO account, or codes for other resources in Google Authenticator, it's easy to accidentally enter the wrong 2FA code. Just try again and make sure you entered the correct one.
Note. Disabling and re-enabling 2FA without removing previous tokens can result in having multiple tokens associated with your account. To ensure optimal security, please verify that only the current 2FA token for your CEX.IO account is stored within the Google Authenticator app on your device.
I’ve lost/damaged my phone, but I have the backup key
You can use the backup key to restore access to your account:
- Download the Authenticator App to your new device
- Manually enter the backup key in the app to activate your CEX.IO account
Here’s a detailed guide: How to restore access to your account with the Google Authenticator App backup key (2FA)
Alternatively, you can request that 2FA be disabled for your account.
I’ve lost/damaged my phone, and I don't have the backup key
In this case you need to request that 2FA be disabled on your account.
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