Losing access to the device that was used to set up 2FA authentication requires Multi support to manually reset your account 2FA permission if you do not have a 2FA recovery key. The reset will then allow you to login and setup a new 2FA authentication using a new device.
This request is handled under a security alert and therefore the system will automatically disable any withdrawals from the account for a minimum of 48 hours after the change.
Can I use my 2FA Recovery Key
The 16-digit 2FA recovery key can be used to restore the 2FA authentication codes on a new device and it will allow you to access your account normally and without any security precautions like temporarily disabling withdrawals.
This is the recommended method if you have access to the 2FA recovery key.
If your original device was lost or stolen we strongly recommend that you immediately reset the 2FA Authentication with a new 2FA key once you gain access to the account.
Resetting the 2FA authentication prevents the old devices 2FA codes from ever being functional again in your account.
Security Tip - If your mobile device was lost or stolen you should follow the following steps now.
- Immediately contact Multi support with the request to DISABLE your account until you gain access to the account to reset the password and 2FA.
- Change all of the email account passwords that were used on your mobile device.
- Wipe the phone remotely if your device was setup with iCloud and Android manager.