You accidentally deleted Google Authenticator and forgot to save your Google Authenticator recovery code, follow these steps to turn off Google Authenticator from your account:
Step 1: Use the email you need to turn off Google Authenticator to send a request to [email protected].
Please send the email by using the following form:
Title: “ Google Authenticator lost”.
Content: “I cannot access FinanceX account with Google Authenticator, I want to turn off the protection of 2FA Google Authenticator on my FinanceX account”
In this email, you also need to send us 3 identity verification photos including: Front side of the verification document, back side of the verification document, a clear selfie photo of you holding the verification document with a small paper. On that paper, you need to write the date you request turning off Google Authenticator and the following content: “FinanceX, I confirm to turn off Google Authenticator”.
Valid identity verification documents include:
The document must be clearly captured, photo selfie must clearly capture the face and the written words are not upside down.
Authorized verification documents include: ID card, Passport, Driving license. Documents are not blurred, not cut, not broken and documents must be valid for use in your country.
Step 2: FinanceX will review your email with the following cases:
Case 1: Your account has been successfully KYC, we will compare your documents provided with the previous verification documents, you will receive an email informing the censorship process. When you request is approved, Google Authenticator will be turned off, Withdrawal and Coin transactions will be temporarily locked for 24 hours.
Case 2: If your account has not completed KYC, we will confirm your request when your email verification documents are accepted. You will receive an email asking to complete your KYC account, then you can log in without Google Authenticator. Your account will be locked for Buy/Sell transactions until you successfully complete KYC. Money and Coin withdrawals will be locked within 24 hours after KYC is successful.
NOTE: The request to turn off your Google Authenticator may take several days. Thank you for your patience. For your security, withdrawals fiat and coin from your account will be disabled for 24 hours once your 2FA Google Authenticator is reset.
After successfully disabling Google Authenticator, reinstall the new Google Authenticator for your account to protect your account.
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