What is Two-Factor Authentication (2FA)?
Two-Factor Authentication (2FA) is an additional security layer for your account. It requires not only your email address and password but also a second form of verification -- a time-sensitive, six-digit code that rotates every 30 seconds.
Why should I enable 2FA?
2FA significantly reduces the risk of unauthorised access, fraud, and identity theft. It is also a requirement for sending bitcoin from your Bitaroo account.
How do I enable 2FA on my Bitaroo account?
- Log in to your account.
- Navigate to Account > Security.
- Select "Enable Enhanced Security (2FA)".
- Choose your preferred 2FA method:
a. App (popular options include Authy or OTP Auth) - more secure.
b. Email - simpler but less secure. - Follow the on-screen instructions to complete the setup.
Troubleshooting: My 2FA code is being rejected
If you still have access to your authenticator app but the code is not being accepted, try the following:
- Check that your device's date and time are set to automatic. Incorrect time settings are the most common cause of rejected codes.
- Confirm you are entering the code for your Bitaroo account, not another entry in the app.
- Restart your device and reopen the authenticator app.
If none of these steps resolve the issue, contact our support team and we will assist from there.
Troubleshooting: I have lost access to my authenticator app
If your authenticator app is no longer accessible (lost device, deleted app, new phone with no backup), you will need to go through our Account Recovery process to deactivate 2FA on your account.
A few things to be aware of before contacting us:
- The process involves verifying that you are the rightful account owner. This may require providing details of recent transactions from sources outside Bitaroo, such as bank statements or personal records.
- Recovery can take several days and may involve back-and-forth communication. This is intentional - it protects you in the event your email has also been compromised.
- If your account holds a balance, a fee may apply.
To start the process, contact our support team with your registered email address and a description of your situation.
Note on 2FA methods
Bitaroo supports both App 2FA and Email 2FA. The troubleshooting steps above apply primarily to App 2FA. If you are using Email 2FA and are not receiving your code, check your spam folder first and ensure emails from Bitaroo are not being filtered.
Still need help?
Reach out via our support portal with your registered email address and a brief description of the issue. Our team will assess your situation and guide you through the appropriate next steps.