In case you have lost access to either SMS verification or Google Authentication, please see below steps that you can follow:
- Google Authentication: If you have saved the secret key, you may re-install the Google Authenticator App and enter the secret key. The secret key is found inside your HashKey Pro account only upon GA set up. We highly suggest that you create a copy of the secret key as a precautionary measure in case you need to recover your Google Authentication access.
- SMS Authentication: You need to contact your mobile network courier to provide you a replacement SIM card with the same phone number that is associated to your HashKey Pro account. If you have a new phone number and it's not bound to your HashKey Pro account, unfortunately, you will not receive the SMS codes.
Please note that to be able to recover access to your account, for both Individual and Institutional users, a manual verification is required. Thus, we can only assist users who already completed at least KYC Level 1.
You will be asked to provide verification documents and will have to sign the Authorization Letter provided by our Client Service Team. The Authorization Letter serves as your official request and agreement to recover access to your account.
For KYC Level 0 users, unfortunately, we are unable to further assist due to account security reasons.
If you encounter any issues or for any required assistance, please contact our Client Service Team firstname.lastname@example.org.