If you’ve lost access to your authentication app or switched to a new phone, you can re-enable two-factor authentication (2FA) as long as you saved a copy of the secret key or QR code during the initial setup.

If you no longer have the secret key or QR code, please follow the steps below to disable and re-enable 2FA securely:

Step 1: Request 2FA Removal via Bank Transfer

To verify your identity, you are required to make a bank transfer to our account.

• In the payment details, include the text: "Disable 2FA".

• If you don’t have our bank details, contact us at [email protected] and we will provide the necessary information.

Important: The transfer must be made from the same bank account associated with your Twino account.

Step 2: Confirmation of Transfer and 2FA Removal

Once we receive the funds from the correct bank account with the appropriate payment details, we will disable 2FA for your account.

Step 3: Log In and Re-enable 2FA

After 2FA is disabled, log into your Twino account. A prompt will appear inviting you to enable two-factor authentication again.

• Click on “Enable 2FA”.

• You will be redirected to your Profile page, where you can navigate to the “Two-Factor Authentication” section.

Step 4: Set Up the 2FA App

In the Two-Factor Authentication section, follow the on-screen instructions to:

• Download a compatible 2FA app (if you don’t already have one).

• Connect the app with your Twino account by scanning the QR code or entering the provided secret key.

• Once the app is connected, it is required to enter the 2FA code generated by the app in the Profile section to complete the activation process.

Step 5: Complete the Setup

Once the app is connected and the code is entered, your 2FA will be successfully re-enabled. Your account is now protected again with two-factor authentication.

If you have any questions or encounter any issues during the process, please contact our Client Service Team at: [email protected]