Resolving 2FA Problems: Lost Device and Incorrect Code Entry

If you lost or cannot access your device

If it is impossible to access the 2FA from your device because you have lost it or the device is damaged and unusable, please follow the instructions here: How to submit your verification information for 2FA unlock requests through Persona.

What to do if you enter the correct 2FA code (Google Authenticator) but the system still shows an error

1. If you are certain that you are entering the correct 2FA code from the Google Authenticator app but the system still shows an error, it may be due to a sync issue or incorrect time/ timezone on your device. In this case, try setting your device’s time and timezone to the current and correct location based on your country of residence.
2. If the issue persists, try transferring your Google Authenticator app to another device to receive the 2FA code. Once the transfer is complete, you can move it back to your main device.

For security purposes, if you consecutively enter incorrect 2FA codes up to the allowed limit, your access to enter 2FA will be temporarily suspended based on the durations outlined in the table below:

In case of temporary 2FA suspension, you will not be able to perform the following:

• Logging in
  • https://www.bitkub.com/login
  • https://www.bitkub.com/kyc/login
• Crypto Withdrawal
• THB Withdrawal
•  

** If you are still filling in an incorrect 2FA password 5 consecutive times, your account will be temporarily suspended. Please contact our Customer Support to verify your identity through this link to unlock your account.

The system will reset the 2FA password failed attempt counter when the correct 2FA password has been entered, or 24 hours have passed since the last 2FA password entry attempt.

The security notification for customers when a 2FA entry failed attempt has been made

When the system detects a failed 2FA password entry attempt for the second time, it will notify you via email and LINE Bitkub Connect (if connected) that there are suspicious activities on your account. Please see the examples below.

Example of a notification email for incorrect Google Authentication code entry

Example of an account temporary suspension email notification

Example of a warning SMS for 2 consecutive failed 2FA entry attempts onwards

Multiple incorrect 2FA were found from your account.
If this was not your activity, please contact Bitkub 020329555

Example of an account temporary suspension SMS after the 5th failed 2FA entry attempt

Your account has been suspended, please contact Bitkub 020329555
https://support.bitkub.com/en/support/tickets/new

Remark: Please note that the email notification will be sent from 'no-reply@bitkub.com' only. For security, please acknowledge that we do not ask for your security information (e.g., password, etc.) and make sure to recheck the sender's email before responding or processing further.

Related article

• Video - 2FA: What to do when you cannot get 2FA codes