If you have the problem that you have changed your e.g. cell phone without making a backup of the Google Authenticator and therefore you can no longer log in to your floin account, please proceed as follows.
To restore access to Floin, please contact the Floin support team immediately.
You should clearly explain that you have no longer access to your Google Authenticator because you have changed your phone and the backup is missing.
Verification of identity:
To confirm their identity, the support team will perform identity verification.
You will be asked to provide relevant KYC documents, such as an ID card or passport, to confirm their identity.
In some cases, additional verification information may be required, such as screenshots of account activity, email history or other personal information provided when the account was created.
Deactivation of two-factor authentication (2FA):
After successful identity verification, the support team will temporarily disable two-factor authentication (2FA).
You will then be able to access your account again without having to use Google Authenticator.
Set up a new 2FA:
Once access is restored, it is essential for them to set up a new 2FA on their new device.
This requires them to scan the QR code or secret key in the Floin app to activate Google Authenticator on the new phone.
We recommend that you create a backup of the new 2FA key or QR code to avoid future access problems. You can save the key in a password manager or write it down on paper.
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