First, if you are receiving errors when entering your 2 factor Authentication
please review a few reasons why this may occur:

  • If you have enabled authentication for Zignaly on any other device, (phone or pc)?
    This could override the previous set up.

  • Have you changed your time settings on your device, the authentication is using
    your system clock, you might need to set this back to your previous settings.

In order to disable then reset your 2FA please follow these steps:

  1. Log in to your account.

  2. Click on 'SECURITY VERIFICATION UNAVAILABLE'

    2fa_reset.png
  3. The security verification that follows will request the API-Key of a connected
    exchange account on Zignaly,
    To proceed, Choose YES and SEND RESET LINK.

    2fa_send_link.png
  4. You should receive an email from Zignaly,
    Select the link in your email and key in your API keys, your 2FA will then be disabled.

💡 If you cannot provide the API keys or do not have any connected exchanges, contact Support and please have ready to send:

  • A clear photo of yourself holding an ID or passport and a piece of paper with the text "ZIGNALY and today's date (YYYY/MM/DD)"

  • A picture of the same ID you used for the first picture, make sure the picture is as clear as possible

  • And last but not least, as much information as you can about your account:
    * Information about last positions opened
    * Approximate balance in your account
    * Current services that you are connected with
    * Number of wallets you might have and the names of them

The more information we receive, the faster we will help you solve this issue.


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