Bitkub. Lost phone with Google Authenticator. No access.

[JeffersLos]

A phone has been lost, among banking apps to sort out, the Bitkub application (and website to log in via computer) requires Google Authenticator. 

 

It has been downloaded on the new phone, but the old account cannot be transferred without the old phone.

 

A new account was set up via gmail, but the Bitkub account obviously isn't attached to that as it blocks access due to wrong 2FA codes.

 

Has anybody been in a similar situation?

 

How to either access or transfer the old account to my new phone without the old phone, or get BitKub to change the 2FA security option of my account to the new 2FA account? 

 

TIA

[Photoguy21]

Does the new phone have a different number on the SIM card to to phone you lost?

[JeffersLos]

Same sim card number

[JeffersLos]

3 minutes ago, Photoguy21 said:

Does the new phone have a different number on the SIM card to to phone you lost?

Same sim card number

[Photoguy21]

2 minutes ago, JeffersLos said:

Same sim card number

Sometimes they use the SIM card to provide verification details. I will think about this and get back to you if I have something constructive to offer you.

[FritsSikkink]

Contact Bitkub

[youngexpat]

treat an exchange like a public bathroom. do your business and get out.

 

not your keys and all

[Liverpool Lou]

1 hour ago, FritsSikkink said:

Contact Bitkub

Unbelievable that the OP, apparently, hasn't thought of that.

[JustThisOnePostOnly]

When you first created the Google Authenticator code, you were given the opportunity to save a key that would allow you to restore access in the event the phone was lost or stolen.

 

You probably didn't save the key, but there's a chance you did.  Think about where you might have saved/put it.

[msbkk]

According to google you might try this (i will try as well as I changed my phone recently)

 

What to do if you lost your phone with Google Authenticator | Kaspersky official blog

 

 

Transfer Your Google Authenticator Accounts Every Time You Switch Phones - CNET

 

 

[Celsius]

I have a copy of authenticator on my laptop using bluestacks emulator and also on my wife's old phone. Just something to do next time.

 

 

[Lemsta69]

2 hours ago, JeffersLos said:

Has anybody been in a similar situation?

With another exchange, not Bitkub. Normally you contact support and ask them to reset the 2FA credentials and that usually involves taking a selfie with the ID document you used to sign up plus a handwritten note of some sort. 

 

Now I have GA running on two phones, one which never leaves the house.

[JeffersLos]

Bitkub were very good. 

 

Two emails, a photo of my passport page, a QR Code and a live secure video of my face, and they deleted the need for the 2FA from my account. Which is fine, 99% of my holdings are in cold storage.