How do I reset my phone number, email address, or authenticator app if I forgot my password?
If you forgot your password, can't remember which email or phone number you used to register, or have lost access to your account, this article will help you recover login access or reset your credentials.
Scenario 1: At least one of your phone number, email, or authenticator app is still available
If you forgot your password or can't log in, but still have access to at least one of your phone number, email, or authenticator app:
On the login page, enter your phone number/email > Forgot password? > Confirm > Continue > Can't verify? > Reset security verification method? > select the unavailable method and follow the on-screen steps to complete the reset.
Note:
If you froze your account by yourself before, you won't be able to reset your security verification methods.
If you can't log in and need help from a live agent, go to the login page and click Get Help > Contact Support.
If the page shows that your app version is too low, check the articles below to download the latest version, then try again:
If neither your phone number nor email is available, see Scenario 2.
Scenario 2: None of your bound verification methods are available
If your phone number, email and authenticator app are unavailable and you can't receive a verification code, you won't be able to log in by resetting 2FA. Instead, you'll need to create a new account, then migrate an available phone number or email to your verified old account through the phone/email migration process — this restores login access to the old account. For detailed steps, see: Account login troubleshooting guide
Note:
The migration process requires facial verification to confirm your identity. If facial verification fails, see: What should I do if facial recognition fails?
After migration, your original phone number/email will be replaced by the new one. For 24 hours after the migration completes, you won't be able to withdraw crypto or sell crypto via C2C.