I can't sign in to my account and Google Authenticator is not accessible or has stopped working, how do I reset it?

If you can’t log in to your account because Google Authenticator is not accessible or has stopped working, you can reset it by following the steps below. We’ll show you how to do this on both the Web and App.

👉🏻 App operation step

👉🏻 Web operation step

App operation step

Step 1: Open the Webot app, click [Account], choose your preferred login method, enter your login credentials, and then click [Sign in] - [Lost 2-factor authentication?].

Step 2: Review the conditions and requirements, then click [Start]. Enter your account email and password, click [Next], and complete the captcha verification to continue.

Step 3: Enter your frequently used phone number, click [Next], and complete the email and SMS verifications. Then click [Next] to continue.

Step 4: After reading the instructions, complete the questionnaire and finally click [Submit] to finish your application.

Web operation step

Step 1: Go to the Webot website and click [Sign in] in the upper-right corner. Choose your preferred login method, enter your login credentials, and then click [Sign in].

Step 2: Click [Lost Google Authentication?], review the conditions and requirements, then click [Start] to continue.

Step 3: Enter your account email and password, then click [Next]. Enter your frequently used phone number, click [Next], and complete the email and SMS verifications. Then click [Next] to continue.

Step 4: After reading the instructions, complete the questionnaire and finally click [Submit] to finish your application.

FAQ

Q： Is there anything I need to pay attention to when filling in the questions?

A： When filling out the questionnaire, please provide accurate details to help us verify your account. Below are some key points to keep in mind:

• Registration Time: (Registration typically generates system emails or text messages with a verification code. Please trace back the registration date through such communications. Providing the year and month is sufficient.)

• Username: (Please answer with the username you set for your Webot account. If you didn't set one, please answer "None".)

• Trading Pair with Bot: (e.g., Spot Grid ETH/USDT).

Q： What should I do after I apply to reset Google Authenticator?

A： After you successfully submit your application, we will review it within 72 hours and notify you via email or SMS

Q： Why can't I withdraw assets after resetting Google Authenticator?

A： For risk control reasons, the system will prohibit asset withdrawals for 72 hours after the Google Authenticator reset has occurred on your account to ensure the safety of your account assets.

Q： What if I forget my password and cannot apply for a 2FA reset?

A： We recommend following the Steps to Manually Reset Google Authenticator article.

Q： I'm having trouble receiving relevant verification codes. How can I resolve this?

A： Please refer to the following appropriate guides to resolve the issues: Can't Receive Email Verification Code, Can't Receive SMS Verification Code.

Q： The system is prompting 'invalid verification code.' How can I resolve this?

A： Please refer to the Email/SMS Verification Codes Wrong article for troubleshooting.

Please get in touch with Webot Support if you have any other questions.