2FA google authenticator to be reset

Hi @FiFiLiC_pentru_cel_m,

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


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!


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.


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many thanks

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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

Dear @incomebuilder, please accept our apologies for your unpleasant experience!

Let me kindly inform you that I have updated you via the ticket. Please, check your mailbox.

Thank you in advance!

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many thanks all is fixed

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ich habe auch gleiches Problem mit 2FA Authentication, seit 1 Monat, keine Unterstützung habe ich bekommen von support, auch ticket Nummer nie bekommen, Service ist katastrophal.
Mein Problem ist immer noch nicht gelöst.

Hi @Ronda,

I can see, that we have sent you an update to ticket #380505 13 hours ago. Have you received the message?

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I have the same problem. I have a new phone and can not login to wirex account to get a QR code to setup my Authy or Google Authenticator.

Can someone Please help me get access to my wirex account


Hi @Majid_Hussain :wave:

I’m sorry for you.

If you have lost your phone or if an event prevents you from using the application, you must contact Wirex support: They will deactivate 2FA for you. Please be prepared to provide your ID or any other information needed to prove account ownership - Wirex takes the security of your data and funds very seriously.

Please create a support request here by selecting “Account access” then “Reset 2 Factor Authentication”: https://wirexapp.com/help/request/create

Best regards!