I lost access to my 2FA device

If you changed or lost your phone, or deleted your authenticator app, you can recover access to your 2FA. Your accounts, balance and trading are not affected.

Option 1. Use one of your 8 recovery codes

When you activated 2FA, you received 8 recovery codes. Each code can be used once instead of a 2FA code.

1. On the 2FA screen, click Use a recovery code.
2. Enter one of your 8 codes.
3. Go to Dashboard → Settings → Security, disable 2FA and activate it again with your new phone. You will receive 8 new recovery codes.

Option 2. Restore it with your setup key or cloud backup

If you saved the setup key when you activated 2FA:

1. Install an authenticator app on your new phone.
2. Choose Add account → Enter a setup key.
3. Enter your saved key. The app will generate the same codes as before.

If you used an app with cloud backup (such as Authy, Microsoft Authenticator or 1Password), simply log in to the app on your new phone and your codes will be restored.

Option 3. Ask our team to reset your 2FA

If you don't have your recovery codes, your setup key or a backup:

1. Contact our team through the live chat or open a ticket in Dashboard → Support.
2. Tell us that you lost access to your 2FA and include the email of your Winbance account.
3. To protect your account, we will verify your identity. We may ask you for a new selfie or to confirm details of your account and recent orders.
4. Once your identity is confirmed, we reset your 2FA.
5. Go to Dashboard → Settings → Security and activate 2FA again with your new phone.

Why do we verify your identity?

2FA protects your payouts and payout methods. Before removing it, we must be sure that the request comes from you and not from someone trying to access your account.

Prevent it next time

• Save your 8 recovery codes and your setup key in a secure place, such as a password manager.
• Use an authenticator app with encrypted cloud backup.
• When you change phones, move your codes first, then reset the old phone.