1. Reset 2FA code through bitcastle system
2. Cannot reset 2FA code through bitcastle system
1. If a window appears asking you to enter the 2FA code when logging in or making a withdrawal, and you have not saved the 16 digit key:
① Click “Reset two-factor authentication (2FA)”.
② Click “ Forgot 2FA recovery code?”
③ Read the instruction, and if there are no problems, click "Continue".
④ If the "Security Verification" screen is displayed, open the inbox folder of the email address registered with bitcastle and copy or write down the "verification code" consisting of 6 alphanumeric characters.
⑤ Return to the "Security Verification" screen and paste or manually enter the authentication code you copied earlier.
⑥You will be redirected to the "Basic Information and Identity Verification" screen, so enter each item and upload the required photos.
2. In case you have difficulties doing the mentioned above steps:
Send your request to: support@bitcastle.io
Subject: Request to reset two-factor authentication
Body:
-Name:
-Date of Birth:
-Your email address registered with bitcastle:
Attached file: Required number of identification documents (see belows)
The following three images are required to reset two-step authentication.
(1) The front side of the ID card submitted at the time of identity verification
(2) The back side of the ID card submitted at the time of identity verification
(3) Selfie (Please take a picture of the ID document's front side used in (1) together with your own face)
* If your identity verification document is a passport, please send us two images:
(1) The passport's bio-page that shows your face, which was submitted at the time of identity verification
(2) Selfie (Please take a picture of the passport's bio-page used in (1) together with your own face)
*About Selfie:
Take the photo in a well-lit area so that it appears as clear as possible.
Focus on your ID document so that the letters on your ID document are well-read; otherwise, your request cannot be approved.
For further details, please visit:
If you have further inquiries, please don't hesitate to contact our Support Team via "Contact Us" function.