Two-factor Authentication is a second authentication method in addition to a password to ensure the security of your account.
When using the Poolin account, users may occasionally encounter the situation that they forget the 2FA (or the verification App got uninstalled, the cell phone is lost, etc.), thus they cannot log into their Poolin account. So here I will provide the process to solve the 2FA issue for your reference.
1. Download the corresponding attachment document and fill it out
Since there are two types of accounts in Poolin, KYCed, and un-KYC (which means the real-name verification), please fill out the corresponding attachment document according to the actual situation of your account.
① For KYCed users, please do not choose the un-KYC verification document to fill in, we may regard the verification information you provide as insufficient when confirming your identity.
② For KYCed users, please provide the certificate you have used for KYC verification. For example, if you used your driver's license for KYC, please provide your driver's license as well instead of your ID card or other certificates.
2. Send us your filled document
After you have completed the content of the document, please send the document to us by email.
Our email is: support@poolin.io
The email does not need any special format, you only need to state your request to cancel the 2FA and attach the document.
Thank you for your understanding!
If you have any more questions, please feel free to contact us at any time.
Our telegram: https://t.me/poolincommunity