How To Reset Your Two-Factor Authentication
What to do if you've lost your phone or cannot access your Authenticator app.
Christina Cooper
Last Update 5 months ago
Losing access to your 2FA device can be stressful, but because Walletix is a custodial wallet, we can help you recover your account through a manual security process.
The Recovery Process:
- Use Your Secret Key: If you saved the 16-character secret key during setup, simply enter it into a new Authenticator app to restore your codes.
- Contact Support: If you did NOT save your secret key, email support@walletix.io.
- Manual Identity Verification: To protect against hackers, we require a "High-Security Verification." You must provide:
- A photo of your government ID.
- A video or selfie of you holding your ID and a note that says "RESET MY WALLETIX 2FA" with today's date.
- Wait 48 Hours: For security reasons, there is a mandatory 48-hour wait period after the reset request is approved before you can withdraw any funds.