Common reasons for losing access to one's Google Authenticator
1) Losing your smartphone
2) Smartphone malfunctioning (Failing to turn on, water damages, etc)
Solution 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
Solution 2: If you do not have your RKP, please do not worry as we can assist you to unbind the Google Authenticator. Please follow the steps as shown below.
Step 1: Please login to the Bybit website, key in your email address/ mobile number, and the account Login Password. Then, click "Continue" to enter to the next page.
Step 2: Kindly click the "Google Authenticator Unavailable?".
Steps 3: A verification code will be sent to your email address/ mobile number. Please enter the code and click "Confirm".
Step 4: Once you entered the correct code, you have successfully turned off the Google Authenticator. For certain group of users, you may be required to perform additional verification. Kindly refer to your account's registered email address inbox for additional instructions.
For accounts with a greater amount of assets, further verification is needed. Please enter your account registered email address or contactable email address (if you are only registered with a mobile number), our customer support will contact you via email within 24 hours for further assistance.
