- This topic has 7 replies, 1 voice, and was last updated 3 months ago by namagofuckyoself.
- Friday, July 1st, 2022 at 18:11 #324188Acceptable-RisksParticipant
I got a new phone today and what I feared has come true. I had Google authenticator on my old phone for 2 factor authentication on multiple accounts. I asked the sales people if my authenticator would keep everything in tact if we did the “smart switch” process, where they move everything from the old phone to the new one.
Well it didn’t. Now I am locked out of all accounts and my authenticator on the new phone is blank. Fortunately I was smart enough to think ahead and move all assets to cold storage before getting the new phone. But now I can’t use voyager or Kraken because I have lost access to the authenticator. Even though the app moved to the new phone it wiped all connections.
How can I resolve this and get access to my kraken and voyager exchange accounts again?Friday, July 1st, 2022 at 18:11 #324189Maxx3141
What happened to your old phone? The authenticator there should still be working, just waiting for someone to scan the backup QR code.
Many sites (but not all do this) should have asked you to write down some sort of backup for the 2fa. This code is either made of numbers and capital letters or only numbers and can have different lengths.
If you don’t have the backup QR code from the App and don’t have the backup keys, you need to manually reset the 2fa on every single site you used it on, and this will for sure take some time / proofs of your identity.Friday, July 1st, 2022 at 18:11 #324190bbtto22
Seems like a very complicated situation, good luck opFriday, July 1st, 2022 at 18:11 #324191moonkingdome
If yur really smart you wrote down the 2fa code.. And stored it safely.. If not just contact the helpdesk. They are trained in dealing with the human factor..Friday, July 1st, 2022 at 18:11 #324192xSciFix
You’ll need to go through their customer service and submit whatever documentation they require to prove it’s actually you.Friday, July 1st, 2022 at 18:11 #324193ClubbyTheCub
I you completely wiped your old phone when you got the new one?Friday, July 1st, 2022 at 18:11 #324194BlubberWall
You have to go through their customer service. You can probably get around it, but it’s going to be a pain in the ass as they need to really confirm it’s you before giving a new codeFriday, July 1st, 2022 at 18:11 #324195namagofuckyoself
always keep authenticator code somewhere safe.
as for how to resolve, you’re going to need to contact them.
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