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 Liquid account will enter a 72 hour cooling period. The cooling period is designed to protect Liquid clients from potential threats. Cooling periods prohibit users from:
Fiat and crypto 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 Liquid 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 and they will be able to resolve the situation. For security purposes, you will be asked to provide the following:
Your Liquid 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.
Selfie must be in color.
Requirements for identity document:
Identity document can be national ID, international passport or driving license.
Identity document must be original (not photocopied).
Identity document should be in characters of the Latin alphabet. Japan driving license is accepted.
Information on the document must be clearly visible.
Requirements for handwritten note:
Note must contain a reference to Liquid and time/date of your request, for example "LIQUID I want to disable 2FA 2021-MM-DD" (with today's date).
Note must be handwritten and original (not photocopied).
To avoid being locked out next time, please make sure to back up your secret codes.
As an added security measure you are able to view recent login history, and can suspend your account if there are activities that you do not recognize. Please read the article on checking your login history to know more.