This article explains how to request 2FA (Two-Factor Authentication) removal if you have lost or did not save your 16-digit setup key.
🔎 Applicable Situations
Please refer to the instructions below if any of the following apply to you:
1️⃣ A 2FA code input window appears when logging in or making a withdrawal
2️⃣ The window does not appear, or you cannot click “Reset Two-Factor Authentication (2FA)”
1️⃣ If the 2FA Code Input Window Is Displayed
Please submit a 2FA removal request by following the steps below:
1.Click “Reset Two-Factor Authentication (2FA)”
2.Select “Forgot 2FA recovery code?”
3.Review the instructions and click “Contiune” if everything is correct
4.When the “Security Verification” screen appears:
✅ Open the inbox of the email address registered with bitcastle
✅ Copy or note the 6-digit verification code
5..Enter the verification code
✅ Return to the Security Verification screen and paste or enter the code
6.Enter basic information and complete identity verification
You will be redirected to an input screen. Please:
・Enter all required information accurately
・Upload the required photos
⚠️ Your name must exactly match your identity document.
If your ID is written in kanji, please enter your name in kanji as well.
7. Once all required fields are completed and all images have been uploaded, click “Submit.”
8.Your 2FA removal request will be reviewed within 24–48 hours
The review result will be sent to your registered email address.
✅ If Approved
Once you receive the approval email, you must click the “RESET 2FA” button in the email.
⚠️ Please note that 2FA removal will not be completed unless this button is clicked.
❌ If Not Approved
You will receive an email explaining the reason for rejection.
Please review the details and submit a new 2FA removal request starting again from Step 1.
2️⃣ If the Window Does Not Appear / You Cannot Click “Reset Two-Factor Authentication”
Please contact Customer Support with the information below.
📨 Contact Email
support@bitcastle.io
📌 Email Subject
Two-Factor Authentication Removal Request (2FA Reset Request)
1. Registered Information
Please include the following details in the message body:
・Full name
・Currently registered email address
・Date of birth
・Any of the following information:
- The date/time or currency pair of your most recent trade
- Your recent deposit amount / deposit date, or your current balance
- The browser and device information you used
2. Identity Verification Documents (Photos)
※ Please ensure that all submitted documents are valid and not expired.
Kindly submit all three of the following:
・Front side of your ID + handwritten note
・Back side of your ID + handwritten note
・Selfie photo holding your ID + handwritten note
Sample image 1
Sample image 2
3. Required Handwritten Note
Please prepare a handwritten note containing the information below and ensure it is clearly visible in all three photos:
・bitcastle
・Your name
・Date Taken
For security reasons, we are unable to download external files such as PNG, JPG, ZIP, etc. on our support system.
Kindly attach the image [directly within the message body] instead of sending it as a downloadable file.
If you have further inquiries, please don't hesitate to contact our Support Team via "Contact Us" function.