Lost my 2FA Google Authenticator Code - CEX.io - page 2.

The Cryptovator

legendary

Activity: 2422

Merit: 2228

Signature space for rent

Quote from: bitmover link=topic=5320903.msg56468282#msg56468282

Authy has an option to prohibit the registration of new devices. So if someone steals your Authy password, they can not add an additional device, unless if an authorized device allows the registration of new devices to your account.

So what happens if you lost the device and you were prohibited the registration on a new device? This means you can't log in even you have the login credentials. So what is the difference between Authy and Google Authentication? If you keep off prohibition then it would be a quite risky move, someone would guess your password or would be even hacked. The best solution is to maintain a notebook to write you all the accounts credentials including Google Authentication codes and keep it always under you. So even lost the device still you will have to backup all your account credentials.

Back the OP, recovering 2 FA is quite a complex method. You have to wait for their positive response with patience. Keep in mind, don't hand over your wallet credentials to an unauthorized person either it's on Telegram or Twitter. Don't respond if someone PM you to recover your 2FA, most probably they are a scammer.

up136191857

newbie

Activity: 23

Merit: 3

Quote from: o_e_l_e_o on March 02, 2021, 05:30:24 AM

Quote from: up136191857 on March 01, 2021, 06:17:47 PM

Yeah, I find it very strange why a company like Cex is so slow at their support system. I mean each company is trying to get the majority of users and things like these might change your mind to go elsewhere.

This is by no means unique to cex.io. Pretty much every crypto exchange in existence has problems with poor customer support. It is particularly bad at the moment due to the bull run, increased volume which means increased problems and issues, and them having to process thousands of new accounts. This is what you have to put up with when you use any centralized exchange which takes custody of your coins.

Quote from: up136191857 on March 01, 2021, 06:17:47 PM

I contacted them through both e-mails, twitter dm's, reddit messages and recently here on their DM.

All you can do now then is to wait. In the meantime, download an open source 2FA app which allows full encrypted back ups so this doesn't happen again.

Quote from: Slow death on March 01, 2021, 04:18:43 PM

I have had this problem several times and even changed it to 2Fa via sms which I also had the same problem

SMS is a very insecure method of 2FA and should be avoided where possible.

Yeah there is nothing else to do besides waiting. But this is very scary as I think my email will go unchecked and probably they will never reply.

Anyway, I will update this thread with what happens, maybe there is someone like me and this could be helpful to them.

o_e_l_e_o

legendary

Activity: 2268

Merit: 18771

Quote from: up136191857 on March 01, 2021, 06:17:47 PM

Yeah, I find it very strange why a company like Cex is so slow at their support system. I mean each company is trying to get the majority of users and things like these might change your mind to go elsewhere.

This is by no means unique to cex.io. Pretty much every crypto exchange in existence has problems with poor customer support. It is particularly bad at the moment due to the bull run, increased volume which means increased problems and issues, and them having to process thousands of new accounts. This is what you have to put up with when you use any centralized exchange which takes custody of your coins.

Quote from: up136191857 on March 01, 2021, 06:17:47 PM

I contacted them through both e-mails, twitter dm's, reddit messages and recently here on their DM.

All you can do now then is to wait. In the meantime, download an open source 2FA app which allows full encrypted back ups so this doesn't happen again.

Quote from: Slow death on March 01, 2021, 04:18:43 PM

I have had this problem several times and even changed it to 2Fa via sms which I also had the same problem

SMS is a very insecure method of 2FA and should be avoided where possible.

up136191857

newbie

Activity: 23

Merit: 3

Quote from: Slow death on March 01, 2021, 04:18:43 PM

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

Have anyone experienced the same issue?

I have had this problem several times and even changed it to 2Fa via sms which I also had the same problem and several times I have already asked support to disable my 2Fa and I am surprised that you have said that they are taking too long to solve your problem because they have always been very quick to respond and solve the problem. i use cex.io for more than 2 years. this is very strange

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

Can someone help me please, how to be in touch with them?

he has an account here at bitcointalk Send PM:

https://bitcointalk.org/index.php?action=pm;sa=send;u=148073

Yeah, I find it very strange why a company like Cex is so slow at their support system. I mean each company is trying to get the majority of users and things like these might change your mind to go elsewhere.

I contacted them through both e-mails, twitter dm's, reddit messages and recently here on their DM.

No, answer yet Sad

up136191857

newbie

Activity: 23

Merit: 3

Quote from: stomachgrowls on March 01, 2021, 03:49:21 PM

Aside from those links above, you can also sent into these contact details too.

Support phone number:
+44 20 3966 1272

Email for complaints:
[email protected]

or via facebook: https://www.facebook.com/CEX.IO/

I have contacted them on this e-mail but no response yet. They even deleted the [email protected] email Sad

Slow death

legendary

Activity: 3234

Merit: 1130

Leading Crypto Sports Betting & Casino Platform

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

Have anyone experienced the same issue?

I have had this problem several times and even changed it to 2Fa via sms which I also had the same problem and several times I have already asked support to disable my 2Fa and I am surprised that you have said that they are taking too long to solve your problem because they have always been very quick to respond and solve the problem. i use cex.io for more than 2 years. this is very strange

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

Can someone help me please, how to be in touch with them?

he has an account here at bitcointalk Send PM:

https://bitcointalk.org/index.php?action=pm;sa=send;u=148073

stomachgrowls

hero member

Activity: 3010

Merit: 794

Aside from those links above, you can also sent into these contact details too.

Support phone number:
+44 20 3966 1272

Email for complaints:
[email protected]

or via facebook: https://www.facebook.com/CEX.IO/

up136191857

newbie

Activity: 23

Merit: 3

Quote from: bitmover on March 01, 2021, 12:00:41 PM

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

But, recently I have switched to a new phone and eventually I lost my 2FA Google Authenticator Backup code and I am not able to log in into my account anymore.

This is a terrible problem with Google Authenticator. If you lose your phone, it is over and there is nothing you can do.

The best thing is to use an alternative com Google Authenticator. You can use Authy app. This is a very nice software, which let you save all your 2FA codes in your account.

Authy has an option to prohibit the registration of new devices. So if someone steals your Authy password, they can not add an additional device, unless if an authorized device allows the registration of new devices to your account.

I made a post about it here: https://bitcointalksearch.org/topic/2fa-important-precautions-with-google-authenticator-3178131

I think you should consider using Authy in your new phone.

Definitely, I would be definitely move out Google and use your suggestion but right now the priority is to get back the Cex account Sad

up136191857

newbie

Activity: 23

Merit: 3

Quote from: dkbit98 on March 01, 2021, 08:16:09 AM

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

Can someone help me please, how to be in touch with them?

I hope you learned important lesson so remember to make backup for everything including 2FA, and don't be surprised if you have to wait much more for their support.
My issue was with other exchange, and I was always receiving exact same machine answer from their support.

You can also try contacting their admins in CEX Telegram group:
https://t.me/CEX_IO

Yeah, totally my bad but this has to be fixed somehow, I was thinking to use their platform for a long-term but now after all these bugs on their website my mind is not on the same page anymore Sad

I reached also to their Telegram Group.

Let's hope for the best now.

bitmover

legendary

Activity: 2352

Merit: 6089

bitcoindata.science

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

But, recently I have switched to a new phone and eventually I lost my 2FA Google Authenticator Backup code and I am not able to log in into my account anymore.

This is a terrible problem with Google Authenticator. If you lose your phone, it is over and there is nothing you can do.

The best thing is to use an alternative com Google Authenticator. You can use Authy app. This is a very nice software, which let you save all your 2FA codes in your account.

Authy has an option to prohibit the registration of new devices. So if someone steals your Authy password, they can not add an additional device, unless if an authorized device allows the registration of new devices to your account.

I made a post about it here: https://bitcointalksearch.org/topic/2fa-important-precautions-with-google-authenticator-3178131

I think you should consider using Authy in your new phone.

up136191857

newbie

Activity: 23

Merit: 3

Quote from: o_e_l_e_o on March 01, 2021, 07:55:58 AM

Try reaching out on social media. Unfortunately a lot of exchanges have very poor customer support, and only actually address problems when there is the threat of negative publicity for them.

You can Tweet at them @cex_io: https://twitter.com/cex_io
You can post in their subreddit here: https://www.reddit.com/r/cex_io/
You can message their account on Reddit here: https://www.reddit.com/user/CEX_IO

There are a few posts from that last account I linked saying that their Support Team is overloaded with requests (aren't they always?), and so any response will take some time.

Thanks for sending me these links to their social media profiles. I reached on all of them but I don't think that I will be getting an answer. Like how they are not able to see emails from their users, this is totally a support failure plus their website has so many errors Sad

dkbit98

legendary

Activity: 2212

Merit: 7064

Quote from: up136191857 on March 01, 2021, 07:48:40 AM

Can someone help me please, how to be in touch with them?

I hope you learned important lesson so remember to make backup for everything including 2FA, and don't be surprised if you have to wait much more for their support.
My issue was with other exchange, and I was always receiving exact same machine answer from their support.

You can also try contacting their admins in CEX Telegram group:
https://t.me/CEX_IO

o_e_l_e_o

legendary

Activity: 2268

Merit: 18771

Try reaching out on social media. Unfortunately a lot of exchanges have very poor customer support, and only actually address problems when there is the threat of negative publicity for them.

You can Tweet at them @cex_io: https://twitter.com/cex_io
You can post in their subreddit here: https://www.reddit.com/r/cex_io/
You can message their account on Reddit here: https://www.reddit.com/user/CEX_IO

There are a few posts from that last account I linked saying that their Support Team is overloaded with requests (aren't they always?), and so any response will take some time.

up136191857

newbie

Activity: 23

Merit: 3

Hello there,

I am an already an CEX.io customer and as a regular user I have made a transaction recently. I wanted to secure my account at the highest level so I successfully verified with my personal identification documents and I have enabled the 2FA Google Authenticator from my smartphone.

But, recently I have switched to a new phone and eventually I lost my 2FA Google Authenticator Backup code and I am not able to log in into my account anymore.

I tried to upload my personal ID and a handwritten note to their page here:https://cex.io/auth/reset-2fa and prove that I am the true owner of the account but it seems that Cex.io has some server technical issues as it is telling me that: Service is temporarily unavailable

Have anyone experienced the same issue?

I have already contacted through a complaint email but I haven't heard back from them for about a week. I have already contacted the live chat support but it is almost impossible to be in touch with any technician.

Can someone help me please, how to be in touch with them?

Thanks

Topic: Lost my 2FA Google Authenticator Code - CEX.io - page 2. (Read 389 times)