Locked out of two-factor

What to do when you can't reach your authenticator app, with or without your backup codes.

1. Your bitcoin is not at risk

Being locked out of your account is not the same as losing your money. Your vault needs several independent keys to move anything, and your SignBit login is not one of them. Nobody can spend your bitcoin by getting into your account, and you have not lost access to it by being shut out of ours.

2. If you still have a backup code

Enter your email and password as usual, then choose "Lost your authenticator?" on the code screen and type one of the codes you saved. Each works once. Once you're in, go to Settings, turn two-factor off, and set it up again on your new device. That gives you a fresh set of codes and retires the old ones.

3. If you've lost the codes as well

Start a reset request from the sign-in screen and we'll email you a link to confirm it was you. We then review each request by hand, so expect it to take a little time rather than happening straight away. An account recovery that a stranger could talk their way through in five minutes would put you at more risk than the lockout does. Once it's approved you get 24 hours' notice by email, with a link to stop it if it turns out it wasn't you.

4. Once you're back in

Set two-factor up again and save the new backup codes somewhere you can reach without your phone. Printed and filed, or in a password manager on a different device. Storing them only on the phone that holds your authenticator is the one arrangement that fails exactly when you need it.