Recently, some users experienced an error in the verification code when using Google Authenticator to bind their SuperEx account. If you have an error when entering the Google 2FA verification code, we recommend you to refer to the following methods:
1. If the Google Authenticator on your mobile phone is bound to multiple accounts, please make sure to enter the 2FA verification code corresponding to the SuperEx account email address;
2. Please make sure to install the correct Google AuthenticatorAPP, iOS - Authenticator, Android - Authenticator;
3. Each 2FA verification code is only valid for 30 seconds, please be sure to enter and submit within 30 seconds, the timeout will cause the verification code to become invalid
4. Please make sure the mobile phone time is the same as the standard time of your time zone.
How to set standard time in iOS:
1. The mobile phone needs to be connected to the Internet;
2. Settings -> General -> Date and Time -> Confirm the time zone is correct -> Enable automatic settings;
How to set standard time in Android:
1. Open Google Authenticator and click the "Menu" button in the upper right corner:
2. Click "Settings" to enter the setting interface:
3. Click "Time correction for codes":
4. Click "Sync now" and wait for a while
Note:
- For binding Google Authenticator, please refer to: How to bind Google Authenticator (WEB)
- If the above three solutions can be ruled out and the Google verification code is still invalid, you can also use the key you saved to re-bind on the Google server.
- If the original Google Authenticator is lost, you need to apply to unbind the Google Authenticator first.
You can unbind it by sending an email with your account info to our SuperEx support team official email: support@superex.com , please use the email you registered on our platform. The SuperEx staff will work it out within two days when we get your application.
The account information we need you to provide are as follows:
1. Account information (UID)
2. Registered Email
3. Mobile phone number (if you haven't bound mobile number before, then it is not included);
4. The confirmation screenshot proof of deposit source, which should contain your deposit address in our platform and TXID, not from SuperEx or blockchain explorer but the sending platform. (if your account has never made deposit before, then it is not included);
5. Content: I apply to unbind the Google Authenticator or Email or Phone number.