If you have lost the device with your two-factor authentication app, contact our support team from the email address registered to your account with the subject line "I want to reset my 2FA".
What happens next
Because 2FA protects your funds, we cannot simply switch it off on request. We will need to confirm that you are the account owner before resetting it, and you may be asked to verify your identity. This protects you: without these checks, anyone able to email us could take over an account.
For security, there is a waiting period before a reset takes effect. Your account stays protected in the meantime.
If you still have your recovery codes
When 2FA was set up you were given backup or recovery codes. If you saved them, you can use one to log in and set up 2FA on a new device yourself, without contacting us. It is worth checking for them before writing in.
Setting up on a new phone
If you still have access to your account and simply want to move 2FA to a new device, do not delete the old setup until the new one is working. Log in, disable 2FA, then enable it again and scan the code with the app on the new phone.