2FA

The most common fixes for OTP (One Time Pass) code issues:

1. Look for OTP code in your 2FA app (not email).

2. Sync your 2FA app device and Exchange login device to the same timezones.

3. Do you have multiple 2FA apps downloaded? Make sure you're checking in the correct one.

If you cannot resolve OTP issues after verifying the above solutions please reach out to Support via [email protected]

To reset your 2FA, please follow the steps below and submit the required information to [email protected].

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

1. Send an email to Customer Support

   • In the subject line, enter “2FA Reset”, “2FA Recovery”, or similar.

   • Important: The reset request must be sent from the email address registered with your Backpack Exchange account.

   • 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 Solscan.io.

Processing

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