> For the complete documentation index, see [llms.txt](https://support.backpack.exchange/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.backpack.exchange/exchange/security/2fa/reset-2fa.md).

# Reset 2FA

**Using Backpack EU?** This page is for Backpack Exchange Global. For an EU account, use the [EU Reset 2FA instructions](https://eu.support.backpack.exchange/exchange/login-and-security/reset-2fa) and contact **<support@eu.backpack.exchange>**.

Use this process if you have lost access to your authenticator or need to change it, including when your current authenticator still works. Support must reset your 2FA; you cannot reset it yourself on the Exchange website. If your current authenticator still works, keep it available until Support advises otherwise.

To request a reset, follow the steps below and contact **<support@backpack.exchange>**.

:warning:**Please note:** 2FA reset typically takes around **48 hours** to complete.

***

**Can't access your registered email?** Contact Support through Messenger or email **<support@backpack.exchange>** from an address you can access. Explain that you cannot access your registered email. Support will review your request and explain the secure verification steps. Contacting Support from another email does not by itself authorize a reset. If you also need to change your registered email, Support must review both requests before either change is made. The typical reset time above does not guarantee a timeframe for this review.

1. **Send an email to Customer Support**
   * In the subject line, enter **“2FA Reset”**, **“2FA Recovery”**, or similar.
   * **Important:** Send a standard reset request from the email address registered with your Backpack Exchange account. If you cannot access it, follow the secure-review instructions above.
   * If you do not receive a reply from Support within 48 hours, please send a follow-up email.
2. **Complete Sumsub Verification**
   * After receiving a reply from Support, you will be provided with a Sumsub verification link.
   * Access the link and complete the identity verification process.
3. **Reply to the email and submit the required identity information**

   * The information you need to provide includes, but is not limited to:

   **Name and Address Confirmation**

   * Please provide your full legal name and current residential address associated with your Backpack Exchange account.

   **Source of Income**

   * Please provide your primary source of income or occupation details for identity verification.

   **Transaction Details**

   * Provide as much detail as possible about your account transactions, including (but not limited to):

     * Transaction dates
     * Asset names
     * Asset amounts
     * Transaction hashes or IDs

     The “Transaction Details” can be checked by entering the wallet address at[ ](https://solscan.io/)[Solscan.io](http://solscan.io).

***

**Processing**

* Once you have completed the Sumsub verification and submitted all required information, Customer Support will begin processing your 2FA reset.


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