Reset 2FA

To proceed with the 2FA change request, please submit the following information to [email protected].

Note, it typically takes ~48 hours to complete a 2FA reset.

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1) Send an email to Support

• Enter 2FA reset, 2FA restore or something similar in the Subject line

Please note: Requests for resetting Two-Factor Authentication (2FA) must be made from an email address registered to your Exchange account. ‍

If Support does not respond via email within ~48 hours, then follow up with another email request.

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2) Perform Sumsub Liveliness verification

After receiving a response from Support, follow the link provided and complete the identity verification on Sumsub.

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3) Reply in email thread with requested identification documents

This includes but is not limited to:

Full Name and Address Confirmation

• Provide the full name and residential address currently associated with your Backpack EU account.

Source of Income

• Share details regarding your primary source of income or occupation for verification purposes.

Transaction Details

• Furnish as many specific details of all transaction and trades within your account as possible, including without limitation:

  • Date of the transaction

  • Name of the asset involved

  • Quantity of the asset transacted

  • Transaction hash or identification number

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After completing the Sumsub Liveliness verification and providing requested information, Support will initiate the 2FA reset.