Common reasons for losing access to one's Google Authenticator

• Losing your smartphone
• Smartphone malfunctioning (Failing to turn on, water damages, etc)

1. Attempt to locate your Recovery Key Phrase (RKP). If you managed to do so, please refer to this guide on how to rebind using your RKP into your new smartphone's Google Authenticator.

• For security reasons, Zoomex does not store any account's Recovery Key Phrase
• A Recovery Key Phrase is presented in either a QR code or a string of alphanumerics. It will only be shown once, which is at the point of binding your Google Authenticator.

2. If you do not have your Recovery Key Phrase (RKP), please follow the steps to reset your Google Authenticator. Once your application is submitted, our team will review the details and respond to you via email.

Step 1: Proceed to log in as you normally would.

Step 2: Click "Google Authenticator Unavailable"

Step 3: In order to reset Google Authenticator, click the "Confirm" button

Step 4: Input the verification code that you received from your registered email address 

Step 5: Please enter the detailed information for the Security Questions. Once completed, click the "Submit" button to proceed.

Step 6: For further verification, please provide the required recording video. Ensure that all necessary information is included within a single video, as separate video submissions will not be accepted.

Step 7: After submitting your recording video, please wait for our response via email.