Bitcoin Forum

How can I get in contact with someone at CEX to disable my Google 2FA.

I have been through their KYC procedure a few times and they just send the stuff back to say I must fill it in again.
For weeks now I cant log in to get my funds. Now I read of people who can get in at least, they cant get their money out. Hopefully, when I get in, I can withdraw and close my account with CEX. Backup of 2FA gone and my phone got stolen, Now I must sit with this... :'(

You'll have to authenticate your identity.
It's standard.
Or else how do they know that it's not just someone impersonating you to get access to your account and funds?

I have for a few weeks now. I have my ID, bank card, photo of me with ID and bank card, all send to them.

My phone got stolen and I sent all my details to them and it worked. Then I got a loan phone and had to setup the 2FA on that phone after login but had to give the phone back and the guy uninstalled my google authenticator. That was months ago and Im still waiting to deactivate 2FA again to access my funds.

You can open another support ticket to remind them.
Your behaviour may be suspicious to them since this is the second time you're disabling 2fa from the account, or they have too much work load that they're not able to answer you.

PS next time you're setting up Google 2FA, you're usually given a backup code, you should save that backup code (or a screenshot of the QR code) safely, so you'll be able to restore your Google Authenticator details for that account on any device.
You should store it securely because if anyone else has access to it, they'll be able to use it to login to your account if they have your password.

I have opened a lot of tickets

This is what they send me and I will reply line by line with what they need, then I get this back again:
 
I have done this more than 8 times now.

Dear up113091761,

Thank you for the request.

In case you do not have the backup code (in case of google authenticator) or have no access to the phone number registered (if the SMS/Phone option was used), we can reset 2FA for you manually. We, however, have to be sure that you are the true account holder, thus we would need to request some information about your account on CEX.IO:

- username;
- email address;
- CEX.IO BTC wallet address (if a deposit was processed);
- cryptocurrency balance (BTC, ETH, etc);
- fiat balance (USD, EUR, RUB or GBP);
- the creation date of CEX.IO account (a registration email was sent);
- any of the latest transactions details (time/date, currency, transaction type -- deposit / withdrawal / trading / mining);
- geographic location / IP address (your current address/location);
- IP address of the last successful login (your email inbox).

Moreover, as per our KYC policies, we kindly ask you to provide:

- a photo of a government-issued identification (e.g. driving license, passport or national ID card -- in Latin transliteration);
- a photo where you hold this government-issued identification (your selfie with the same document from above).

As you provide all of the mentioned information, it should be reviewed, but if any additional details are to be needed, you will receive a response eventually.

Thank you for the cooperation in advance.
Best Regards

If you've provided them with info they need, then you'll just have to wait.

Yes it is possible to remove the 2 Factor Authentication on Cex. I am not sure whether you went to with the support website page or support team for this. Please follow the steps to remove the Authentication with the below link.
https://support.cex.io/hc/en-us/articles/203993133--Guide-Two-Factor-Authentication-2FA-Configuration

If you request to remove it manually. They will ask you to do the security check with back investigation department. Then they will contact you further to remove the 2FA.

Dear ekkeevans,

Thank you for using our service.

Our agent has replied you yesterday and requested some additional information, please check your inbox and send us the requested via the ticket #747143.

Let us know if any further assistance is required.