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I lost access to my 2FA

2FA is a hard wall on purpose — if we can wave it away for you, so can an attacker. There are exactly three recovery paths below, from fastest to slowest.

Path 1 — use a recovery code (30 seconds)

When you enrolled 2FA we showed you ten one-time recovery codes. On the login screen, paste a code into the same field you'd use for a TOTP digit. Each code burns after a single use. Log in, then go to Settings → Security → Regenerate codes immediately.

Path 2 — unlinked device with TOTP secret (2 minutes)

If you still have the original Google Authenticator / Aegis / 1Password export, re-import the TMIYC secret onto a new phone. TOTP is time-based — a fresh device produces valid codes the moment the secret is loaded.

Path 3 — support-assisted reset (24–72 hours)

If the codes are gone and the authenticator app is gone, you need a manual reset. This is deliberately slow because it's the only path an attacker can exploit.

Open a support ticket from the chat bubble and include:

  1. The email on the account.
  2. The approximate date you signed up.
  3. A screenshot or transaction hash of a recent crypto payment (if any) or the last four digits of any card payment.
  4. The IP / country you usually log in from.
  5. A scan of a government ID whose name matches any billing record. We delete the scan after verification.

We cross-check the evidence against our audit log. If it lines up:

  • Premium / pro accounts → reset within 24 hours business time.
  • Whale accounts → same-day reset, but the first 72 hours after a reset block live trading as a cooling-off period.
  • Free accounts → best-effort, typically 72 hours.

What we will NOT do

  • Reset 2FA based on email access alone. Email takeover is the single most common attack and the entire point of 2FA is to stop it.
  • Reset 2FA over Telegram DM. Anyone with your handle can write to us; evidence must live on the ticket.
  • Expedite a reset in exchange for payment. We don't do it for $10,000 whale accounts — we certainly don't do it for yours.

Stay calm, file the ticket, and expect a slow-but-thorough review.