If you lose access to your device that generates two-factor authentication codes and/or are unable to receive the code via SMS on your phone number, you can still access your account after submitting the 2FA recovery form. Just follow the guide below.
How to submit a request for 2FA recovery
To recover access to your CEX.IO account:
Go to the CEX.IO website and click the Sign In button in the upper right.
Enter your login and password and click Continue.
You'll get to the 2FA page. Please, note that you’re not required to enter the 2FA code.
Click Lost your authentication device below the entry field to access the disable request form.
Note: 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.
Read the security warning and click Continue.
On this step, we are confirming that it's you trying to change your security settings. You'll receive the confirmation code in the email associated with your account.
Enter this code on this page and click Continue.
If you have trouble accessing your email box, you may also request to change the email associated with your account.
Fill in the 2FA recovery request form
1. Provide your personal information (First and Last name, date of birth, and residential address).
2. Enter the details of your latest transactions and click Continue.
3. Complete the facial recognition check. Click GO! to start.
For a smooth facial recognition process:
Make sure your face is bright and clearly visible on the screen.
Put your face in the center of the picture and align it inside the frame.
Take off anything that covers your face, like hats or sunglasses.
Don't smile or frown too much.
Hold the camera at the same level as your eyes.
You may be asked to blink, smile, or turn your head to pass the liveness check.
4. Choose the document type and issuing country and click Continue.
For the US residence, it's required to specify the state.
5. The last step is uploading your Identity document. The document must follow our requirements:
The acceptable documents are a National ID card, International passport, and Driver’s license.
The document should be internationally recognized and not expired.
Check that it’s issued with Latin characters, or with Latin transliteration of the main fields.
Once done, click Continue.
You successfully submitted a request for 2FA recovery.
Your request will be sent for processing. We’ll check and verify the information and send you an email with the results. If everything was submitted correctly, the 2FA will be reset on your account so you can log in.
The waiting time can take up to 48 hours.
For higher account security, we recommend enabling 2FA with the Authenticator app as soon as you log in.
Please note: to process your request, we might need some additional information. In that case, we'll ask you for it via email or live chat.
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.