Lost my 2FA Google Authenticator Code - CEX.io

[up136191857]

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

[1714912648]

1714912648

[1714912648]

1714912648

[o_e_l_e_o]

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.

[dkbit98]

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

[up136191857]

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

[bitmover]

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://bitcointalk.org/index.php?topic=3178131.0

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

[up136191857]

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

I reached also to their Telegram Group.

Let's hope for the best now.

[up136191857]

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://bitcointalk.org/index.php?topic=3178131.0

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

[stomachgrowls]

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

Support phone number:
+44 20 3966 1272

Email for complaints:
complaint@cex.io

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

[Slow death]

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

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

[up136191857]

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

Support phone number:
+44 20 3966 1272

Email for complaints:
complaint@cex.io

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 support@cex.io email

[up136191857]

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

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

[o_e_l_e_o]

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.

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.

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]

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.

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.

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.

[The Cryptovator]

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.

[bitmover]

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.

You can register 2 devices of yours. For example 1 smartphone and 1 notebook (as a back up). You will have all your 2FA codes in both devices, and you will disallow that someone add another device. For example, if a hacker steals your password, he won't be able to access any of your 2FA codes as he can't add another device without your permition from an allowed device.

This is the difference between GA and Authy: You have the security that a hacker cannot add another device even if he steals your password, and you are still able to access your accounts if you lost one device.

If you lose your phone, just buy a new one and add that new phone from your allowed device.

Much better than GA.

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.

Storing your passwords and private keys of 2FA codes in a file on a notebook is very dangerous (and those private keys are mostly very big and impossible to write down in a paper). This file contains sensitive information that a hacker can access without major difficulties and steal money that may exist on exchanges or other services where the user keeps cryptocurrencies.

Authy is a software created by cybersecurity professionals that know what they are doing. What you are suggesting is the same as storing bitcoin private keys in file in your notebook... This may work for a while, but you might (and probably will) get hacked one day.

Unless you are a security specialist, I would advice everyone to work with the appropriate software.

[examplens]

You can register 2 devices of yours. For example 1 smartphone and 1 notebook (as a back up). You will have all your 2FA codes in both devices, and you will disallow that someone add another device. For example, if a hacker steals your password, he won't be able to access any of your 2FA codes as he can't add another device without your permition from an allowed device.

This is the difference between GA and Authy: You have the security that a hacker cannot add another device even if he steals your password, and you are still able to access your accounts if you lost one device.

If you lose your phone, just buy a new one and add that new phone from your allowed device.

Much better than GA.

I agree with you, Authy is much better than GA, he is connected to your account, not the device. I use SMS as 2FA on Cex.io, because do not want to have risk if I lose or broke my phone device.
But do you know that Coinbase after 31.03 will no longer support Authy? They suggest to all users to move on GA
Sorry OP, now we are going to offtopic

[o_e_l_e_o]

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.

An even better option is to use a 2FA app such as Aegis, which allows you to export an encrypted database of all your shared secrets, which you could store on an offline medium such as a USB drive. Then, if you lose your phone and you need to recover your 2FA codes, it's as easy as downloading the app on your new phone and importing the back up.

I absolutely wouldn't recommend Authy. It is closed source. Your 2FA codes are stored in their servers. They collect a lot of information about you, including device information, email address, phone number, IP address, location, log in history, and more. If you lose access to your account, they require full KYC with copies of your ID to recover your account. This is an unnecessary security and privacy risk, for something you can do safely yourself as described above.

[suchmoon]

But do you know that Coinbase after 31.03 will no longer support Authy? They suggest to all users to move on GA

If they're still using standard TOTP, any compatible app should work.

[up136191857]

Thank you to you all for your readiness to help me. I never thought that here I could find a lot of people that will actually try to help you.

Update: I received a reply from CEX account here telling me that I have to wait for my queue since there are a lot of requests especially during these times since everybody is into it.

I still cannot access the account but I hope my turn will come soon.

I will update the thread often so I anyone how will have the same issue as me, should definitely find this helpful.

For sure this topic has convinced me to be more active on the forum and spread my knowledge here.

[ultrloa]

Thank you to you all for your readiness to help me. I never thought that here I could find a lot of people that will actually try to help you.

Update: I received a reply from CEX account here telling me that I have to wait for my queue since there are a lot of requests especially during these times since everybody is into it.

I still cannot access the account but I hope my turn will come soon.

I will update the thread often so I anyone how will have the same issue as me, should definitely find this helpful.

For sure this topic has convinced me to be more active on the forum and spread my knowledge here.

This article might help you ]Cex.io two factor authentication 2fa trouble shooting

Give some tries to solve your own problem while waiting for their response since support take time to answer maybe due to some load of works given to them so better spare some extra time to do it for yourself.