Guide to Google Authenticator (2FA) Setup, Troubleshooting, and Unbinding

To comprehensively protect your account and assets, Bitbase strongly recommends that you enable Google Authenticator (2FA).If you encounter any issues while setting up, using, or disabling it, please refer to the guide below.

I. What is Google Authenticator (2FA)
Google Authenticator (2FA) is a two-factor authentication method that adds an extra layer of security to your account. After enabling it, you will need to enter a one-time verification code generated by Google Authenticator in addition to your password when logging in or performing sensitive operations such as withdrawals.

II. How to Enable Google Authenticator (2FA)

1. Access Settings: After logging into your Bitbase account, click your profile picture in the upper right corner of the page to enter the "Security Center."

2. Enable Authenticator: Locate the "Google Authenticator" option and click to enable it.

3. Complete the Setup: Follow the on-screen instructions to download the app and scan the QR code to complete the setup.

Important: Please store your 2FA backup key securely in case your device is lost or replaced.

III. Troubleshooting Common Issues

Scenario 1: Incorrect Verification Code

Since Google Authenticator codes are generated based on time synchronization, verification may fail if the device time is incorrect. Please check the following:

- Time Synchronization: Make sure your phone's system time is synchronized automatically. It is recommended to enable “Automatic Date & Time” in your device settings.

- Code Validity: Ensure that you enter the current 6-digit verification code, as the code refreshes automatically every 30 seconds.

Scenario 2: Phone Lost / Unable to Access 2FA

Note: If you still have your Google Authenticator secret key, you can restore your 2FA by adding the key to a new device. In this case, you do not need to request a reset.

If you no longer have access to your device and have lost your backup key, please apply for a 2FA reset using the method below.

- Manual Verification: Please contact our online customer support, or submit the following materials to us via support ticket or email:

• A photo of yourself holding your identity document (the same document used for your KYC verification).
• The photo must clearly show all three of the following:

  a) Your full face

  b) The identity document you are holding

  c) A handwritten note that includes: “Request to Unbind Google Authenticator”, the current date, the word “BITBASE”.

(Note: Please ensure the photo is clear, unobstructed, and all information is fully visible. 

Once the verification is approved, we will assist you in securely resetting your 2FA.)
 

IV. Disabling 2FA Risk Warning

Warning: Actively disabling Google Authenticator will significantly reduce your account security level and expose your assets to potential risks. If you must disable 2FA, please ensure that you are using a secure network and trusted device, and that all your account information is properly protected.

Risk Warning: Digital asset prices fluctuate wildly, and investing may result in the total loss of your principal. Past performance is not indicative of future results. This article does not constitute investment advice. Please exercise caution and consider your own risk tolerance before investing. Bitbase assumes no legal responsibility for any potential trading losses.

Bitbase will continue to optimize its products to provide you with more professional and secure trading experience.Thank you for your support and attention to Bitbase!