If you have lost or changed your phone and can no longer generate your Worbit code, you need to recover access to the authenticator. Reinstalling the app alone does not confirm that you have restored the setup for your Worbit account.
Can you still access the app on another device?
Check whether the Worbit entry is still available and generating codes. Do not delete the existing setup until access is working on the device you want to use.
Did you save the recovery key?
Worbit's setup screen tells you to save the recovery key in case you lose your phone. Keep it somewhere private. If you do not know how to use it, contact official support before trying to change the setup.
If you are signed in, contact in-platform support
- Open support within the platform. In the wider layout, look for Abrir soporte (Open support) or ¿Necesitas ayuda? (Need help?). See how to contact support.
- Explain in the chat that you have lost access to Google Authenticator and need to request a 2FA reset.
- You will need to complete an identity check through the chat with a selfie holding your identity document. Wait for the agent's instructions on preparing and sending the image through the official in-platform channel.
- After your identity is validated, follow support's instructions to reset 2FA. Requesting it in the chat does not mean the reset is already complete.
- After the reset, set up Google Authenticator again as instructed and check that it is active before requesting a withdrawal.
A reset changes the authenticator's link to your account. The selfie lets support check who is requesting that change. Do not send it to groups or outside contacts claiming to be support.
If you cannot sign in to your account
Ask for guidance at the official email address, support@worbit.io. Explain that you have lost access to the authenticator and whether you can still open your registered email account. You will need an identity check with a selfie holding your identity document. Wait for support's instructions on preparing the image and which channel to use to send it.
Do not share your password, temporary codes, setup QR code or recovery key, including during support conversations.
I need to withdraw. Can I continue without the authenticator?
To request a withdrawal, Google Authenticator must be active, KYC must be approved and your email address must be confirmed. Restore access to the authenticator before continuing. See how to set up Google Authenticator and how to request a withdrawal.
