If you’ve lost access to your old phone number and can’t complete two-factor authentication (2FA), don’t worry — we can help you regain access. Disabling 2FA requires two verification steps to ensure your account’s security.
Step 1: Send an Email Request
Please send an email to our Support Team from your verified email address.
In your message, clearly state that you would like to disable 2FA because you no longer have access to your old phone number.
Make sure to include the following information in your email:
- Full name and surname
- Username
- Date of birth
- Full address and postal code
- Old phone number
- New phone number
Once your email is sent, our team will verify your details and prepare for the next step.
Step 2: Phone Verification
After sending your email, open Chat on our website.
In the chat window, request a live agent — this will automatically connect you to a member of our support team.
Once your chat has been transferred to a live agent, inform them by saying:
-> “I have sent an email requesting to disable 2FA and I’m ready for the phone verification.”
Our agent will then arrange a call to your new phone number as soon as possible to confirm your identity and complete the 2FA deactivation process.
Tip: After your 2FA has been disabled, we recommend setting it up again once you log in with your new phone number to keep your account secure.
