In case you are unable to access your account due to due to problems with your 2-Factor Authentication (2FA) code or other reasons such as: changing your phone, losing your phone, the Google Authenticator application being deleted, etc., you can submit a request to unlock the 2FA for your account through the system. Please see the instructions below
Note:
- Please keep in mind that requesting reset 2FA may take 24-48 hours.
- After you submit a 2FA reset request, the staff will contact you via the registered mobile phone number to verify your identity.
- When the request has been approved, 2FA verification will be disabled. And you must reactivate it before conducting any transactions.
How to Request a New 2FA Setup via the application
1. Open Z.com EX application.
2. Click on "Account" menu.
3. Please enter your "Email and Password" and then click "Login".
4. Click on "Reset 2FA" menu.
5. Read all instructions and be informed.
6. Enter your Email Address then click "Submit."
7. Click "OK" to confirmed then we will send an email to you.
8. You will receive an email for resetting 2FA. (please check your Junk or Spam folders if you don't see it in your Inbox.)
9. Verify the details in the email before clicking the "Click here" button to proceed to the next step.
10. Take a picture following the instructions below by clicking the "Click Selfie" menu. Wait for approval from the staff. The result will be sent to the email you registered.
11. If you cannot take a picture you can click on "I do not have a webcam."
12. "Upload" the selfie picture with document and paper.
13. After approval, we will notify you via email.
14. Once approved, log in again to set up 2FA.
Here are some tips for uploading a good picture for 2FA verification:
- The picture must be in JPEG or PNG format.
- The file size must be less than 2 MB.
- The picture must be clear and not blurry.
- Your face must be fully visible and centered in the frame.
Should you have any inquiries, please contact customer service.