If you lose access to your account

Start with a backup code

If you have lost your authenticator app but still have the backup codes you saved when you set it up, use one at the two-factor prompt. Each code works once.

Account recovery

If you have lost both the authenticator and the backup codes, you can submit a recovery request: you verify your password and re-submit an identity document, and our compliance team reviews it by hand. Review takes several business days. The process is deliberately slow, because a fast recovery path is an attacker’s path.

Recovery is only available for an account that is protected by two-factor authentication and has a verified identity on file. If either is not true, contact support.

If someone else requests recovery on your account

We email the address on the account whenever a recovery is requested. That email contains a link that freezes the account, which stops the recovery and locks trading and withdrawals. Use it if the request was not you, then contact support to verify your identity and restore access.

A recovery request you did not make means someone knows your password. Freeze the account from that email first, and change the password once you have access again.