If you lost your Authenticator, follow the instructions below:
Step 1: Record a verification video
Record an Identification video: Hold your ID card on one hand; a paper written the date, your name, account Email address, and “I want to cancel OTCBTC Authenticator” on the other hand. Say “I’m your name, because what reason, I want to cancel OTCBTC Authenticator.” out loud. Make sure we can clearly view all written information and your face to get your verification approved.
Step 2: Send the verification video
Login to your OTCBTC account and send the video to our customer service email address firstname.lastname@example.org. Note the title should be: your account Email + cancel Authenticator, we will verify it within one working day.
We will cancel your Authenticator immediately after your verification is approved. After receiving an approved Email, re-bind the Google Authenticator on OTCBTC to protect the safety of your account. OTCBTC is NOT responsible for your loss due to canceling Authenticator.