What to Do If You Lose Access to Your Two-Factor Authentication (2FA)
Losing access to your 2FA device can be frustrating, but we’ve got a secure recovery process to help you get back into your Gains account.
🔁 First: Try Your Recovery Codes
When you set up 2FA, you were given a set of backup recovery codes. If you saved them, you can use one of those codes to log in and disable/reset 2FA from your Settings > Security page.
✅ We highly recommend storing these codes in a secure place when you first activate 2FA.
🛠️ If You Don’t Have Recovery Codes
If you no longer have access to your 2FA method and you didn’t save your backup codes, you’ll need to follow the secure account recovery process — similar to if you lost access to your email address.
Please email us at:
📧 support@gains.com
Include the following information to verify your identity:
First and last name (as submitted during verification)
Email address associated with your account
Phone number on file (if used)
A clear photo of the government-issued ID used during your KYC verification
This information must exactly match what’s on file from your original account verification.
⏳ What Happens Next?
Our team will review your request and compare it with your account records. If the information matches, we’ll assist you in disabling 2FA and regaining access to your account.
🧠 Pro Tip
After regaining access, make sure to re-enable 2FA and save your new backup codes in a secure place to avoid this situation in the future.