How to Recover 2FA

If you have lost your device or accidentally deleted the authenticator app, please follow the recovery method that matches your situation.

Here is a guide on recovering your 2FA:

Security page link: https://my.cwallet.com/settings/security

Navigate to the avatar photo in the upper right corner, and click the 'Settings' option.

On the profile page, click the 'Security' option and select 'Google Two-Factor Authentication'.

Click the 'UNABLE TO VERIFY' button to proceed to remove it.

It includes several verification steps, and the first step is to complete Cwallet enhanced KYC.

After completing KYC, you need to receive an email verification code to verify your account ownership.

NOTE: If you have not received it, please double-check your email spam message.

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.

If you have deposited into Cwallet recently, you will be asked to record and upload a screen recording of the deposit orders, and the system will show you the details of the transactions you need to record.

After you have completed all the steps, please wait. Our team will check your request as soon as possible.

Important Note: If your request has been approved, a 24-hour security monitoring period will be activated immediately. During this time, all sending transactions and sensitive asset operations will be temporarily disabled to protect your funds and account.