What can I do if I have lost access to the two-factor authentication (2FA) app?

If you have lost access to your authentication app or have changed to a new phone, you can register two-factor authentication again as long as you have saved a copy of the secret key or the QR image.

In case you do not have the secret key or the QR image, please contact our support team at [email protected] to disable the two-factor authentication. You will be asked to provide us with a selfie with you holding your ID document as a security measure. Once your identity has been confirmed, we will be able to disable the two-factor authentication on your account. You will then be able to log in and connect a new authentication device for your profile.

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