I lost access to my authenticator app

Without the authenticator app you cannot produce the 6-digit code that is asked after your password. If you are still signed in on any device, you can fix this yourself. If not, support can help.

01If you are still signed in somewhere

If KryptoMate is still open and signed in on a computer or phone:

1. 1Open Settings, then Security.
2. 2Next to Two-factor authentication, select Turn off and confirm.
3. 3Select Turn on and set it up again with the authenticator app on your new phone.

02If the code is refused but you still have the app

• Enter the newest code. Codes change every 30 seconds.
• Finish the step within 5 minutes of entering your password. If it has timed out, log in again.
• Make sure you are reading the entry for KryptoMate, not another service.
• Tip: authenticator codes depend on the clock of your phone. Setting the phone's time to automatic often fixes refused codes. This is general guidance.

03When to contact support

Contact support if you are signed out everywhere and cannot produce a code. You do not have to wait before writing.

How

on the screen that asks for the code, select Lost access to your authenticator?, then Contact support. This opens an email to [email protected]. You can also use the support widget on the site.

What to send

write from the email address of your account, which is also the email used for your orders. Add a recent order number if you have one (for example KM/ORDER-XXXXXXXX) and say that you lost your authenticator app.

What happens

we ask you to confirm that the account is yours before two-factor is removed.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

04Related articles

• How do I turn on two-factor authentication (2FA)?
• I cannot log in to my account
• How do I contact support?