How to Recover Your Google Authenticator Code

    bybit2023-12-04 11:44:15

     

    Common reasons for not being able to access Google Authenticator

    1) Losing your smartphone

    2) Smartphone malfunction (Failure to turn on, water damage, etc) 

     

    Using PC/Desktop

    Using App

     

    Recover your Google Authenticator code using PC/Desktop

    Solution 1: Attempt to locate your Recovery Key Phrase (RKP). If you managed to do so, please refer to this guide on how to rebind using your RKP on your new smartphone's Google Authenticator. 

    • For security reasons, Bybit will not store your account's Recovery Key Phrase

    • A Recovery Key Phrase is presented in either a QR code or a string of alphanumerics. It will only be shown once, which is at the point of binding your Google Authenticator. Refer to the screenshot below.
       

    image.png

     

    Solution 2: If you do not have your RKP, Bybit can assist you to unbind the Google Authenticator. Please follow the steps as shown below. 

     

    Step 1: Please login to the Bybit website, key in your email address/ mobile number, and the account Login Password. Then, click on Continue to enter the next page. 
     

    image.png

     

    Step 2: Click on Having problems with verification.

     

    image.png

     

    Step 3: Select Google Authenticator not working option and click on Confirm.
     

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    Step 4: Click on Send Verification Code. A verification code will be sent to your registered email address and mobile number. Please enter the code and click on Confirm.

     

    image.png

    Notes:

    — If you are not able to receive the verification code by email, please refer to Troubleshooting : Unable to receive Email verification code.

    — If you are not able to receive the verification code by SMS, please refer to Troubleshooting : Unable to receive SMS verification code.

     

    Step 5: Once you enter the correct code, you have successfully turned off the Google Authenticator.

     

    Further verification may be required if there is a need. Kindly refer to your account's registered email address inbox for additional instructions. 

     

    Please enter your account registered email address or contactable email address (if you are only registered with a mobile number), our customer support will contact you via email within 1-3 working days for further assistance. 
     

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    Once you have confirmed the submission, you will receive an automatic email with your case number. Our customer support team will contact you within 1-3 working days. Please only re-submit a request after three working days. 

     

    image.png

     

    For users who cannot receive the verification code to recover google authenticator code due to permanent loss of mobile number or email address, please submit a case manually via this link. You will receive an automatic email with your case number and our customer support team will contact you within 1-3 working days.



    Recover your Google Authenticator code using App

     

    Solution 1:  Attempt to locate your Recovery Key Phrase (RKP). If you managed to do so, please refer to this guide on how to rebind using your RKP into your new smartphone's Google Authenticator. 

    • For security reasons, Bybit does not store any account's Recovery Key Phrase

    • A Recovery Key Phrase is presented in either a QR code or a string of alphanumerics. It will only be shown once, which is at the point of binding your Google Authenticator. Refer to the screenshot below.
       

    image.png

     

     

    Solution 2: If you do not have your RKP, Bybit can assist you to unbind the Google Authenticator. Please follow the steps as shown below. 

     

    Step 1: Please login to the Bybit app, key in your email address/ mobile number, and the account Login Password. Then, click on Continue to enter the next page. 
     

    image.png

     

    Step 2: Click on Having problems with verification

     

    image.png

     

    Step 3:  A verification code will be sent to your registered email address and mobile number. Please enter the code and click on Confirm.
     

    image.png

     


    Notes:

    If you are not able to receive the verification code by email, please refer to Troubleshooting : Unable to receive Email verification code.

    — If you are not able to receive the verification code by SMS, please refer to Troubleshooting : Unable to receive SMS verification code.
    Step 4: Once you enter the correct code, you have successfully turned off the Google Authenticator.



    image.png
     

    Further verification may be required if there is a need. Kindly refer to your account's registered email address inbox for additional instructions. 

     

    Please enter your account registered email address or contactable email address (if you are only registered with a mobile number), our customer support will contact you via email within 1-3 working days for further assistance.

     

    image.png


    Once you have confirmed the submission, you will receive an automatic email with your case number. Our customer support team will contact you within 1-3 working days. Please only re-submit a request after three working days. 
     

    image.png
     

    For users who cannot receive the verification code to recover google authenticator code due to permanent loss of mobile number or email address, please submit a case manually via this link. You will receive an automatic email with your case number and our customer support team will contact you within 1-3 working days.

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