How to Recover 2FA

In case you have lost the 2FA and the 16-bit setup key, please kindly check the steps below to recover it.

1. Visit Cwallet, navigate to the profile page, and click Security

1. Locate and click the Authentication, and then click the Disable and Remove button

1. Click the button to proceed to remove, and it includes several verification steps.

1. Need to receive an Email verification code to verify your account ownership, if you did not receive it, please double-check your Email spam message.

NOTE: The verification code is your privacy, please never share this code with anyone or enter it on third-party sites/apps. Anyone with this code will gain access to your account assets. Cwallet staff will never ask you for any code.

1. For the security of your account, this step requires you to record a face comparison video. Please record and upload a video showing yourself loudly reading the numbers in English.

1. Depending on the security level of your account, the system may ask you to upload a video proof of the deposit transaction.

Video Requirement:

1. Show transaction details of deposit to Cwallet on external third-party. Include amount, token name, chain (network), destination address, and transaction ID (Hash ID) for the transaction.

2. Show 3 most recent incoming transactions (sent to your current Cwallet Wallet account from external apps) that took place at least 48 hours ago.

3. Include necessary screen animations (e.g., scrolling, moving between pages, clicking on buttons)

NOTE: You can check more requirement details by clicking on the green text sections.

1. After your request has been submitted, please kindly wait for our system to check it, as usual, it will take 1-3 working days.