In case of a damaged phone, the easiest way is to take its SIM card and use it in another device to get the messages and codes. If you are not able to take out your SIM card and use it on another phone because of damage or loss, please fill in the 2FA disable form to restore access to your account.
Google Authenticator 2FA
The easiest way to go is to restore the code on another device from a backup.
Remember: When you activate Google 2FA on your account, there is an activation code next to the QR code you scan. This code is used for manually adding the information for your account to the app, and can be used to restore the code in case your device is lost.
In all other instances, we will need to assist you by resetting your 2FA verification. Please make sure to fill in the 2FA disable form to restore access to your account. You will need to answer a few questions for the team to make sure that the request comes from the real account owner:
1) provide User ID, first and last name, date of birth, and place of residence;
2) phone number connected to your CEX.IO account together with a country code;
3) the details of your latest transactions;
4) provide your ID confirmation photos.
You will be able to re-enable 2FA once you are logged in. Please make a safe copy of the enabling code, so you can perform device resets successfully if required.