How to disable 2FA?
The process to disable your Two Factor Authentication (2FA) depends if you still have access to your 2FA device or not.
In both cases, you need to remove your 2FA setup first. The system will then provide a new QR code that you can scan to set up your 2FA on a new device.
Important Note:
When you update the 2FA, your Trakx account will enter a 24 hour cooling period. The cooling period is designed to protect Trakx clients from potential threats. Cooling periods prohibit users from:
-Withdrawing funds
-Resetting password
-Changing email
-Changing 2FA
However, USDC deposits are still available within the cooling period.
Step 1: Install the Authenticator app on your new device.
Step 2: If you have saved the original QR code (or text code) when you first set up 2FA for your Trakx account, simply use your chosen 2FA device to scan that code again.
Check the clock on your device. Make sure it is correct and is set to the correct timezone. An incorrect clock can cause codes to be out of sync.
If the clock is correct and synced and the 2fa code still does not work, please contact our support team at [email protected] and they will be able to resolve the situation. For security purposes, you will be asked to provide the following:
Your Trakx account email address.
Selfie of you holding both your identity document and a handwritten note detailing your request.
Please use a light, neutral background.
Please look straight at the camera.
Selfies must be in color.
Identity documents can be national ID, international passport or driving license.
Identity documents must be original (not photocopied).
Identity documents should be in characters of the Latin alphabet.
Information on the document must be clearly visible.
Note must contain a reference to Trakx and time/date of your request, for example "Trakx I want to disable 2FA 2021-MM-DD" (with today's date).
Note must be handwritten and original (not photocopied).
In both cases, you need to remove your 2FA setup first. The system will then provide a new QR code that you can scan to set up your 2FA on a new device.
Important Note:
When you update the 2FA, your Trakx account will enter a 24 hour cooling period. The cooling period is designed to protect Trakx clients from potential threats. Cooling periods prohibit users from:
-Withdrawing funds
-Resetting password
-Changing email
-Changing 2FA
However, USDC deposits are still available within the cooling period.
Scenario 1: You still have access to your 2FA device
Step 1: Install the Authenticator app on your new device.
Step 2: If you have saved the original QR code (or text code) when you first set up 2FA for your Trakx account, simply use your chosen 2FA device to scan that code again.
Scenario 2: 2FA codes are not working and you no longer have access to your original QR code
Basic troubleshooting:
Check the clock on your device. Make sure it is correct and is set to the correct timezone. An incorrect clock can cause codes to be out of sync.
If the clock is correct and synced and the 2fa code still does not work, please contact our support team at [email protected] and they will be able to resolve the situation. For security purposes, you will be asked to provide the following:
Your Trakx account email address.
Selfie of you holding both your identity document and a handwritten note detailing your request.
Requirements for selfie:
Please use a light, neutral background.
Please look straight at the camera.
Selfies must be in color.
Requirements for identity document:
Identity documents can be national ID, international passport or driving license.
Identity documents must be original (not photocopied).
Identity documents should be in characters of the Latin alphabet.
Information on the document must be clearly visible.
Requirements for handwritten note:
Note must contain a reference to Trakx and time/date of your request, for example "Trakx I want to disable 2FA 2021-MM-DD" (with today's date).
Note must be handwritten and original (not photocopied).
Note: To avoid being locked out next time, please make sure to back up your secret codes.
Updated on: 10/01/2023
Thank you!