Common reasons for losing access to one's Google Authenticator
1) Losing your smartphone
2) Smartphone malfunctioning (Failing to turn on, water damages, etc)
Step 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
Step 2: If you do not have your RKP, using your Bybit account's registered email address, send an email request to support@bybit.com with the following template
I would like to request for unbinding of Google Authenticator for my account. I have lost my Recovery Key Phrase (RKP)
Note: We will also highly recommend traders to send in this request using a computer/device and network broadband that is commonly used to login to the affected Bybit account.