Topic: I’ve lost my Google Authenticator (Read 359 times)

CEX.IO has solved my problem.

I now have full access to my profile. Thanks everybody!

CEX.IO is the best!

I got email:

Dear up112662167,

Please allow me to express the sincerest apologies from the entire CEX.IO team for the delay in processing your request.
Thank you for the information provided. We're happy to inform you that your 2FA will be disabled as soon as this information is checked and approved by a supervisor, after this you would enable it again to protect your account.

We will notify you via email as soon as 2FA is disabled on your account.

We highly appreciate your patience and understanding.

Best Regards

Nick
CEX.IO Support Team
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I will update all of you with the final update and then I will lock the threat. Thank you all for the support. You all have my graditude.

We have already increased the priority of your ticket. Please wait for the updates.

I messaged them corespondently here on private message, on email and via aplication form.

They just went silent. I explained everything and I only received automatic response that they got my submited request.

Maybe they all went to collective vacation? 

I think they are too busy due to many support ticket you are lucky that they are responding unlike in other exchanges that it takes weeks before you can receive responds from them ..  maybe they are lots of customers having issue today like withdrawal  issue that is why they are busy to solve other issue from other people.. Try to go their thread here https://bitcointalksearch.org/topic/cexio-bitcoin-exchange-buy-bitcoins-with-cards-in-ios-android-app-318010
Maybe the staff of cex.io there could respond more faster.

CEX answered here in your thread:
Seems to be the dev of CEX.io
Maybe send him a message here, so he can look into your issue and maybe your problem will be solved on a "short" way.

Alright, CEX.io doesn't have an organized support system. Contact in your next reply to the ticket and tell what exactly you have done and they should probably understand where they went wrong, they will also then disable your 2FA and then you can login. Remember, you can either use authy, it's better than Google authenticator, because you can get a back up of your keys easily. Or you can also buy an external device for your 2FA. Here's a link to buy external device for 2FA :- yubico.com Good luck.

You should coordinate to a CEX affiliate regarding this. Try sending a PM to their staff here: CEX and you can either ask him to reply on your thread or discuss it privately, your choice. However I'm seeing that his last active date was January 19, 2018, 12:27:28 PM hmmm... He's usually here almost everyday.

I have a new problem now.

On 18th January, I recieved email from CEX.IO and they asked me to sent them picture of my passport. And I did.

But on the 19th January, I received new email from them:Dear up112662167 ,We are still waiting for your response regarding the query you have sent to us some time ago. Please let us know if your concern has been resolved or do you still need our assistance.Your patience and cooperation will be highly appreciated.

So I told them again via email that I already sent them what they wanted and due to precaution  I will send them again via form on the https://support.cex.io/hc/en-us/requests/new?ticket_form_id=87564 ( their official form aplication site).

Then I received mail in which wrote Dear up112662167 ,We are sorry for delayed reply. Due to extremely high load of requests it will take us extra time to resolve your issue. Our support team is working around the clock to reduce the queue, and we will reply to you as soon as possible.Thank you for your patience. 

And finally, in shock, today I received this: This is an email to remind you that your ticket (#631882) has been pending for 3 days and will be sent to our temporary halt section due to inactivity. You can always reopen the ticket by replying to this email.

What the f*** happened??? Please, any advice will be appreciated. I don't what to do, it's like they are not receiveng my emails neither requests but that's hard to beleive.

Not every exchange provides the courtesy to use SMS 2FA. Also if you lose your phone then it will take some time to get a new sim and resolving the issue.

To anyone using 2FA, which you should, download Authy app from the app store or playstore or even for the PC. Disable and re enable your 2FA and scan using Authy app. Now you can sync your 2FA across devices, or PC app (https://authy.com). This will help you and give a sigh of relief if your device is lost. Also if you are on the PC you need not have your phone close by.

I hope it will work after you update your photo, First I thought it was your browser cache issues.

Don't say such things unless you are 100 percent sure for the fuck sake. Why then would they bother to try?

Listen everybody, I know I fucked up. Fucked up deeply. I analysed my mistakes, it won't happen again. I just wish for second chance.

Update soon on this thread.

Best regards, Marko.

The thing is you should have been more careful with things like this, it is most likely none recoverable..

CEX is here very active and responsible.
it's good to see that they take care of his customers

Wow cex officials reply on this thread which is quite rare to see these days where all of the exchange representatives were busy handling support tickets + huge new user registration/verification workload.

I used to keep my 2fa recovery phrase in very safe way for every single site where I have 2fa enabled.

OP please update us when this will be resolved and don't forget to lock this thread after that.

I had recieved email from their support stuff member to update my request with photo of my passport taken separatly.

I will do this first thing when I got home, I am at work now.

Thanks everybody for repply and help, I will update you as soon as something new happens.

Cheers, Marko.

Please, provide also a photo of your ID taken separately.

I have never tried it before, but I thought google authenticator can be re-install on another phone, then access your GA by submitting the email, password and verification code. If the new Google Authenticator you have installed has not been linked to your Google account with two-step verification, you can not use it.
Here some sources.
https://support.google.com/accounts/answer/1188780?vid=0-694078363559-1516283000915
If you lose your phones or otherwise can't get codes via text, voice call, or Google Authenticator, you can use backup codes to sign in. Follow the instructions below to generate backup codes. If you don't have your security key, you can also use these codes to sign in.
The codes come in sets of 10, and you can generate a new set at any point, automatically making the old set inactive. In addition, after you’ve used a backup code to sign in, it will become inactive.
https://support.google.com/accounts/answer/1187538?vid=0-694078363559-1516283000915

or write the security code and keep it safe 
or buy a couple of these babies 
https://www.yubico.com/start/#yubikey-neo

Glad you could solve your problem. As the friend talk use sms as 2fa and easier to avoid problems like this.

Potato Chips saved my day.

I hope in two months I'll be able to get back account, and coins by then skyrockets.

Thank you for help

I do not like 2FA with google auth. especially for such problems. Because of that, I am using SMS 2FA, I have feeling that in this way I have more control over verification.
Last moth days is huge new registration on CEX, and they suspend all new registration until the end of January I think. I suppose they have a huge number of opened support ticket and they need time to solve this.
Try to go on CEX thread here: https://bitcointalksearch.org/topic/cexio-bitcoin-exchange-buy-bitcoins-with-cards-in-ios-android-app-318010 there is someone very attentive and maybe they can you help
I think you'll definitely wait a month or two to solve the problem

YES, that's it. Thank you. I will apply the very next moment.

You're talking about this link am I right?: https://support.cex.io/hc/en-us/requests/new

If it is, Then It is most likely that the problem is on your side since I can access the site with no problem/s (I've also tried it the other day).

Which browser are you using? Have you tried accessing it through a different one? And clearing your cache and cookies at the same time?

Please, help me, I am desperate.

I needed to format my phone due to crash, Now I can't access to my profile on site CEX.IO because it is protected with my 2FA code. I don't have recovery code either.

The support on CEX.IO is just awfull. I email with them in circles, when in last email they send me, they asked from me to use the form they provided for submitting a ticket related to account access.

When I clicked on the link, I reiceve "server not found" message.

Please, does anybody have any clue what to do, or does anyone suffered the similar problem?

Best regards, up112662167.