When you set up Google Authenticator two-factor authentication (2FA) in your account, you’re prompted to download a backup key. This code lets you restore access to your account in case you change or lose your phone, or accidentally delete the Google Authenticator app. That’s why it’s very important to keep the key safe – it helps you save time and recover access without contacting support.

How it works

If you have your backup key saved, follow these steps to recover the access:

  1. Download the Google Authenticator app on your device and open it.

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2. Find and press the "+" sign.

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3. Enter the backup key to add your CEX.IO account to Google Authenticator.

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All done! Now you can sign in to your account again.

To disable 2FA:

  • Click Disable or Change Device next to Authenticator app 2FA option

  • Enter your 2FA code to confirm

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 Google Authenticator

  • Code from your email

Confirm both text message and email codes are entered, and then hit confirm.

Note: after disabling 2FA, we suspend withdrawals on your account for 48 hours. This is an extra security measure to help keep your account data and funds safe.

Then re-enable 2FA and save the key:

  • Click Enable next to Authenticator app 2FA option

  • Scan the QR code with the Google Authenticator app to link your CEX.IO account.

  • Download and save your 2FA backup key. With this key, you can change the device for receiving 2FA codes or restore access to your account if you lose your phone.

  • Enter the code generated by Google Authenticator and enable 2FA.

At the next step you will see the confirmation that the Phone 2FA method is enabled.

Note: If you disable and re-enable 2FA, you’ll have two 2FA codes for your CEX.IO account in Google Authenticator.

To avoid confusion with duplicate 2FA codes:

  • Select old 2FA code in the Google Authenticator app to delete it.

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  • You can rename it before deleting to make sure you remove the old one.

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  • Delete your old 2FA code

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