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I lost my phone. How do I reset my two factor authentication?

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 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.