FAQOTP app & security keyHow to Recover Account after Losing Access to OTP Authenticator App or Deactivate OTP Authenticator App

How to Recover Account after Losing Access to OTP Authenticator App or Deactivate OTP Authenticator App

Published date: May 15, 2020 at 05:09 (UTC+0)


How to Recover Account with 16-Digit OTP Recovery Code

  1. Retrieve the back-up code that you stored in a safe place at the time of setting up OTP with your previous phone. It will assist you with a recovery key that you can now use to restore the ProBit Global account on your new OTP Authenticator app.

  1. Open the Google Authenticator app and click Enter a Setup key.

  1. Add a new ProBit Global account in your OTP authenticator app and manually enter the 16-digit recovery key.

The 16-Digit Recovery Code is the set of numbers that you were reminded to store safely, please refer to the image below.

You should now be able to use the OTP Authenticator and access your ProBit Global account. Please remember to always store your recovery key in a safe location as it will be needed to access your ProBit Global account in case a device is lost or inaccessible for any reason.

How to Deactivate OTP Authentication App

If you have lost access to your 16-Digit OTP Recovery Code and wish to recover your ProBit Global account, please send us an ‘’OTP Deactivation’’ request using the Submit a request form that can be found by clicking on this link. Alternatively, go to the main menu on the website and click on Contact Us, located under the Support section.

Fill out the Submit a Request form. Please make sure to indicate the information and provide the following documents:

Required Information:

  • Your name
  • Email used to sign up at ProBit Global
  • Date from your last deposit to ProBit Global wallet, Coin name, Amount and Transaction TXID
  • If you haven’t deposited any coin, please indicate that you have not deposited any coin in the form.

Required Documents:

  1. A full-page screenshot taken from the transaction history of the platform that was used to make the transaction. Please make sure that the TXID/hash is visible. Inform us of the name of the platform.


ProBit Global wallet, blockchain explorer, email screenshots will not be accepted.

  1. A clear close-up photo of your ID (ID card, passport, driver’s license) that was used for KYC verification, together with a handwritten note with your ProBit Global email address, the current date, and "ProBit Global OTP Deactivation Request" phrase written.

  1. One clear, unedited photo showing all of the following information together:
  • your face
  • a handwritten note with the current date (example: July 25, 2022), your ProBit Global email address, as well as "ProBit Global OTP Deactivation Request " phrase written
  • your resident registration ID

It may take up to 7 business days to review your documents. If any of the documents can not be verified, additional documents may be requested.