1. How do I add two-factor authentication?

    To enable two-step verification please follow the steps below:

    • Install Google Authenticator on your mobile device.
    • Enable the authenticator on the "Security" page by clicking the Add new button underneath Google 2-step verification.
    • Follow directions that appear on the screen.
    • Enter the code generated by the Google Authenticator on your mobile device every time you log into your HitBTC account.

    Note: It is recommended to save a backup code in a secure place. You will need this code to remove the 2FA in case you lose the device with the Google Authenticator.

  2. I lost my phone which I used for 2FA. How can I access my account?

    If you lost a device with the Google Authenticator, there are two options to remove the 2FA and access your account:

    • Use the backup code generated upon enabling the 2FA.
    • Contact the HitBTC Support team to remove the 2FA for your account.
  3. How do I reset my password?

    You can change your password on the Security page.

  4. How to protect your account?

    Blockchain transactions are not reversible. Once money has been sent, there's no way to return them. That's why it's absolutely vital to protect your account from intruders.

    To stay completely secure, we strongly encourage you to enable 2-step verification. Select “Google 2-step verification for login” in the Security section (you are required to install Google Authenticator app on your smartphone: iOS, Android). Verification for withdrawals also is highly recommended to enable.

    And of course, your password has to be strong, it’s important to change it on a regular basis. Please note that under no circumstances we would ask you to share your password with us. Don’t reveal it to anyone.