Restoring 2FA (Two-factor Authentication) after phone was lost
If you’ve lost the phone that you used for Two-factor Authentication, you have two different options that can help you to restore access to your TRASTRA account:
1. Use the backup key
You can easily restore the 2FA codes for your account if you saved the backup key (recovery key) provided when setting up your 2FA device. Follow these steps to recover the access:
– Download the Google Authenticator app on your new phone.
– Open the downloaded app, find and press “+” sign
– Enter the backup key to Google Authenticator to add the code that is needed to log in to your TRASTRA account
After that, you can sign in.
2. Contact customer support
If you haven’t saved the backup key, do not hesitate to contact our Support Team directly (email: [email protected] or via live chat). After proving your identity we can remove Two-factor authentication from your account to let you log in.
In case you lost access to your phone number, associated with your TRASTRA account, you will be able to change it to a new one after successful login (this option is available in your profile).