If your mobile device is lost, stolen or the Authy/Google Authenticator app was deleted from your phone, you will need to have your two-factor authentication reset on our website.
To do a two-factor authentication reset:
- Send an email to firstname.lastname@example.org requesting a 2FA reset.
- One of our agents will ask you some security questions based on the transactions and information recorded in your Coindirect account.
- If correctly answered, the agent will log an escalation to have your two-factor authentication reset by our risk team.
- Once reset, we will send you an email confirming that you can once again install the app and set up two-factor authentication on your account.
Please note that resetting two-factor authentication may place temporary additional limits and restrictions on your Coindirect account.