2FA google authenticator to be reset

I need to reset the 2FA key because I have changed devices, but I cannot find a way to do it.

i have no access to my account or mobile

I have sent loads of requests and had no reply via e mails for over 10 days

please address asap

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I can open Wirex ok on my Android APP.
But I just tried on my Laptop and got “you have 3 more attempts”
I got SMS code and it took that .
But 2FA did not work, I’m now down to “you have 1 attempt left” !!
So back on APP.

I have the same problem as I deleted by mistake the Google Authenticator from my device and tried contact them 4days ago and still no answer.
I used to have several problems before and some times took them months to reply and fix the problem.

they are not to be trusted anymore…very bad service. I am really disappointed

Hi @JB6241,

I have sent you a reply via the support ticket. Please check your mailbox.

Best wishes!

hi please respond to the above request as i use my card several times a day for my business

many thanks

Hi Inna,
I have replied. All is good :+1:

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Hi @FiFiLiC_pentru_cel_m,

I have sent you an update via the support ticket. Please check it from your side.

Regards!

Hi guys, I have had the same problem and need my 2fa as I recently switched mobile devices which then unlinked my accounts on google authenticator and Authy. please can someone help.

Такая же проблема! Сменил смартфон, старый - уничтожен. Каким образом сделать сброс 2fa???

Hello @incomebuilder, I am sincerely sorry for the delayed response.

I have just escalated your request to our Support Team and they will provide you with an update as soon as possible.

Best regards!

Hello @SeanDon07, thank you for taking the time to write to us.

I have already updated you via the ticket, please take a look.

Best regards!

Request 349981 without solve. 2fa reset need.

357270 new ticket, and?
My phone was destroyed on which the Google Authenticator program was installed. Now, I am using another phone without the possibility of restoring the access code. Email, email password and phone number have not changed. How do I reset 2fa to access my account?

Hello @Romash, I am sincerely sorry for the delayed update.

As I can see our agent has already sent you an update. Could you please check your mailbox and reply directly via the ticket?

Thank you in advanced!

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hi please can you update me on access to my account i have a new mobile and looking to set up my account on all my devices i did see a e mail that was asking my last 2 transactions and also my balance i cant give you that as i can not get into my account please reset my google so i can log in many thanks richard

Dear @incomebuilder,

I have escalated your case to our relevant team and they will update you shortly.

Regards!

1 Like

many thanks

1 Like

Support Team provide me with an update please as all relevant documents have been sent
many thanks

I send an email replying and responding to all the requested data so that I can disable 2FA and be able to access my account and I still have not received any response, it seems disproportional to me the time it takes is taking to give me a solution to this problem, I already sent a first email responding to the first request that was my last movements and selfie with my identity document, then you ask for my address and phone linked to my Wirex account along with the balance Of all my accounts, I answered you 2 days ago and you still do not give me a solution to the problem, I am going to be forced to make a formal claim for the delay and damages because I need to access my account since I have a balance and I need to use it.
kind regards

A post was merged into an existing topic: Support Inquiry Escalation Thread