Lost access to your 2FA device?
If you no longer have access to your authenticator app and backup codes, our support team can help you regain access to your account.
What you need to provide
To verify account ownership, please contact our support team from your registered email address by email and include the following information:
- Registered account email address
- One of the following:
- an IP address of an active VPS in your account
- a recent invoice number or invoice amount
- Payment method used (e.g. PayPal, bank transfer, crypto)
Additional verification (for security)
For security reasons, we may require one or more of the following:
- Payment reference details
(e.g. PayPal transaction ID, bank reference, or crypto TXID)
- Billing details
(e.g. billing name or company name associated with the account)
- Email confirmation
You may be asked to confirm your request via a verification link sent to your registered email address.
What happens next
Once your request is verified:
- 2FA will be temporarily disabled on your account
- you will be able to log in using your password
- you can then re-enable 2FA
Important
- Requests must be made from the registered email address
- You must still know your account password
- For security reasons, additional verification may be required
- In some cases, a short security review period may apply before 2FA is reset
Tip
To avoid losing access in the future:
- store your backup codes securely
- use a password manager
- consider using multiple devices for your 2FA app
Last modified on March 23, 2026
