How do I reset my phone number, email address, or authenticator app if I forgot my password?
Scenario 1: At least one of your phone number, email, or authenticator app is still available
On the login page, enter your phone number/email > Forgot password? > Confirm > Continue > Can't verify? > Reset security verification method? > select the unavailable method and follow the on-screen steps to complete the reset.
Note:
If you froze your account by yourself before, you won't be able to reset your security verification methods.
If you can't log in and need help from a live agent, go to the login page and click Get Help > Contact Support.
If the page shows that your app version is too low, check the articles below to download the latest version, then try again:
If neither your phone number nor email is available, see Scenario 2.
Scenario 2: None of your bound verification methods are available
If your phone number, email and authenticator app are unavailable and you can't receive a verification code, you won't be able to log in by resetting 2FA. Instead, you'll need to create a new account, then migrate an available phone number or email to your verified old account through the phone/email migration process — this restores login access to the old account.For detailed steps, see: How can I transfer my account if my ID card is occupied?
Note:
The migration process requires facial verification to confirm your identity. If facial verification fails, see: What should I do if facial recognition fails?
After migration, your original phone number/email will be replaced by the new one. For 24 hours after the migration completes, you won't be able to withdraw crypto or sell crypto via C2C.