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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.

Written by Anastasiia
Updated over a week 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) 2FA 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 valid…

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 a 2FA disable request. To do so, you’ll need to log in to your account with the associated email and password. Then, click on Lost authentication device and fill in the 2FA disable form.

After you provide all the required information, we’ll check it and switch off 2FA settings for your account. Once this is complete, you can use your new phone to enable 2FA and receive codes.

Restoring 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. Tap the add button (colored + sight) 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. But we still can help restore access to your account. First, request 2FA to be disabled on your account. Log in with your email and password and click Lost authentication device.

This will provide access to the 2FA disable request form. Once you enter the necessary information and upload photos, we’ll verify the submissions are consistent with your account, and disable 2FA. Then, you can enable it again using your new device. Please make sure to save a safe copy of your backup code this time, just in case!

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.

CEX.IO Corp. is not a registered broker-dealer or FINRA member. Crypto is not insured by the Federal Deposit Insurance Corporation (FDIC) or the Securities Investor Protection Corporation (SIPC).

Taxes may be payable on any return and/or on any increase in the value of your digital assets and you should seek independent advice on your tax obligations.

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