If you have lost or damaged your device, please ensure you have completed the following troubleshooting checks:
- Install Google Authenticator on a new device and add your linked two-factor authentication codes, which is done by using your backup QR code or secret key. Once set up on your device, this should allow you to log in.
- If you have retained the same mobile number, it is possible to disable two-factor authentication via SMS: https://www.btcmarkets.net/two-fa-reset.
If you are still having issues logging in to your account, please complete your support request and we will get in touch with you as soon as possible.