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2FA Recovery Guide: Lost or Damaged Phone/Device
2FA Recovery Guide: Lost or Damaged Phone/Device

If your device has recently become lost or damaged, follow this guide to find out how to regain access to your CEX.IO account.

Rick Alexsson avatar
Written by Rick Alexsson
Updated over a month ago

Online banking accounts and crypto wallets linked to mobile phone numbers often require two-factor authentication codes to enable key functions. However, when a phone is damaged or goes missing, this can cause stress for users seeking access to their crypto holdings.

If your device has recently become lost or damaged, follow this guide to find out how to regain access to your CEX.IO account.

Securing Data on a Lost/Damaged Phone

Did you use remote wipe functionality or cloud backups to preserve your phone data? If yes, head over to a resource specific to your phone model and operational system to learn how to remotely delete, lock, or backup your data.

Restoring Text message (SMS) method

Below is a solution to regain access to your account with 2FA enabled via text message (SMS).

  • My phone is damaged, but the SIM card is active…

If your SIM card is active, you can use another trusted device (like another personal smartphone or tablet) to receive 2FA codes and access your CEX.IO account.

To retain control over your digital assets and personal information, avoid using devices that don’t belong to you. Granting someone else SIM card access could put your funds at risk.

  • I don’t have access to my SIM card and phone number…

If there’s no chance to restore your SIM card, please fill out the 2FA recovery request form.

To proceed, please sign in to your account by clicking the "Sign In" button located in the top right corner.

Enter your associated email or up and password, then click Continue.

If you have only Text Message methods enabled on your account, click on Lost authentication device and follow the guide in this article to fill out the 2FA recovery request form.

If you have both Authenticator App and Text Message methods enabled on your account, click Sign in with another method when you are asked to enter the verification code.

Then, choose the Lost authentication device and the 2FA recovery request form will appear.

To proceed, please refer to our guide and follow the on-screen instructions to fill out the 2FA recovery request form.

Note: If you have access to Google Authenticator, you can log into your CEX.IO account using it. For enhanced account security, we recommend resetting and re-enabling 2FA with text messages on your new phone number.

Restoring the Authenticator App method

When customers enable 2FA with an Authenticator App, they are asked to keep a backup key for emergencies, such as losing or damaging the device. If you have that code, restoring 2FA settings will be as easy as changing the password.

  • I have the backup code…

Download a trusted Authenticator App on your new device. Press the "+" sign and enter your backup code by scanning a QR code or entering the code manually. Done! You can now receive 2FA codes for your CEX.IO using the new device.

  • I have no idea where my backup code is…

Unfortunately, neither do we. However, we can assist you in restoring access to your account. Please submit the 2FA recovery request form by logging in with your email and password, then click the Lost authentication device.


If you have both Authenticator App and Text Message methods enabled on your account, click Sign in with another method when you are asked to enter the verification code.

Then, choose the Lost authentication device.

Please refer to our guide and follow the step-by-step instructions to complete the 2FA recovery request form.

After you provide the required information and upload the photos, we will review and verify them, and then send you an email with the outcome. The process may take up to 72 hours.

If all details are correctly submitted, the 2FA will be disabled on your account, allowing you to log in. For enhanced security, we recommend enabling 2FA with the Authenticator app as soon as you log in.

Be sure to save a secure copy of your backup code this time for future reference!


The web content provided by CEX.IO is for educational purposes only. The information and tools provided neither are, nor should be construed as, an offer, or a solicitation of an offer, or a recommendation, to buy, sell or hold any digital asset or to open a particular account or engage in any specific investment strategy. Digital asset markets are highly volatile and can lead to loss of funds.

The availability of the products, features, and services on the CEX.IO platform is subject to jurisdictional limitations. To understand what products and services are available in your region, please see our list of supported countries and territories. This page includes additional links to information about individual products, and their accessibility.

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