Losing the phone with your authenticator app does not mean losing your account — but the recovery path depends on whether you kept your backup codes.
If you have backup codes
- On the 2FA prompt, choose Use a recovery code.
- Enter one of the unused backup codes you saved during setup.
- Once inside, go to Security, disable the old 2FA and enroll your new device immediately.
- Generate and store a fresh set of backup codes.
If you don't have backup codes
Open a support request from this Help Center using the email registered on the account. For your protection, the recovery process requires an identity verification step matching your KYC documents, and withdrawals are frozen for a security period after the 2FA reset. This friction is deliberate — it is what stops an attacker doing the same thing.
When you set up 2FA on the new device, store the backup codes somewhere that survives a lost phone: on paper, in a safe.