If you lose access to your Google Authenticator and you don't have backup codes, you will need to ask for permission to change your two-factor authentication back to SMS.
Following our security procedures, changing a two-factor authentication from Google Authenticator to SMS is a situation and type of request where we require you to provide us with an ID confirmation photo (IDCP).
The IDCP is a photo of the account owner, holding their ID document and a note next to the face to allow for facial confirmation of the ID document.
Checklist for producing a proper IDCP that can be accepted by our verifications team:
The ID must be a valid identification document (passport, ID card). Please use the same document that you used to verify your identity on Kriptomat.
The details on the ID must be readable. They cannot be blurry or out of focus.
Must say: “Request a change of 2FA to SMS"
Must be handwritten, not typed.
Must be in English.
Must have the current date.
Must have your signature.
None of the text can be covered.
Pay close attention when writing the note! If even one word is different in the note, the photo will not be accepted.
The ID shouldn’t be taped or pinned to the note. Both the ID and the note have to be held by hand.
Hold the ID and handwritten note in your hand(s). Someone else can’t hold the note for you.
It’s fine to hold both the handwritten note and the ID in the same hand.
Your face, the ID, and the note all have to be clearly visible.
Your fingers cannot cover any details on your ID or on the note.
Your upper body and hands should be visible. Don’t be a head sticking out from behind the note.
You cannot wear sunglasses, a hat, or anything that obscures your facial features.
Have your friend or family member take the photo.
Take the photo during the daytime when the lighting is good.
When it’s dark outside and you’re relying entirely on indoor lighting, it’s harder for cameras to capture details.
Send the photo to [email protected]
Do you still have any questions? Use the support chat to contact our support team or send us an email [email protected]