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What to do after losing Google Authenticator

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Step 1: Try to find your Secret Key. The Secret Key is shown when you bind your Google Authenticator for the first time. If you still have your Secret Key, you can follow the binding GA process to re-bind your Google Authenticator back to your Phemex account.

Step 2: If you can confirm that you have lost your Secret Key, please email a request to support@phemex.zendesk.com with your registration email address and state the following:

1) The reason why you lost your Google Authenticator (Lost Phone, Damaged Phone, Delete your Google Authenticator by accident)

2) You did not back up your Secret Key

3) Officially state your intentions to allow the Phemex team to assist you to unbind your existing Google Authenticator

Step 3: The Phemex team will ask for several materials to verify your identity. Our team will review your materials as soon as possible  Different users will take different time to process based on account status and related information.


For any inquiries contact us at support@phemex.zendesk.com .
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