If you have been unable to access Authenticator due to losing / changing devices, uninstalling Authenticator before performing the reset procedure and so on but when resetting Authenticator is constrained because the main phone number is no longer active, then you can take the following steps:
If you access your Indodax account through the Website:
Please log in to your Indodax account.
Please select the 'Lost Authenticator?' option.
Please enter your 'email' and 'phone number' to receive the OTP code.
Then, please click 'OTP Code' to get your verification code.
If the registered primary phone number is no longer active, please change the phone number by clicking “Lost Phone Number?”
Please select the menu “Lost Phone Number?”
Please complete the required data such as the new phone number, the reason for changing the number, and click “Send Code” to get an OTP verification that will be sent to the registered email address.
Then click "Continue".
Then your phone number change has been successful.
If your phone number change has been successful, please log into your account again to continue with the “Reset Authenticator”. Until you will receive a notification stating that the 'Reset Authenticator' has been successfully completed.
Note:
Please be informed that after completing the aforementioned steps, you will be redirected to the 'Locked Account Activity' menu. For more information, kindly click here.
If you access your Indodax account through the application:
Please log in to your Indodax account.
Enter your 'Application PIN'.
Select the 'Lost Authenticator?' option.
Please enter your 'Email Address' and 'Primary Phone Number', then click 'Send OTP'.
Choose the desired 'OTP Method' (You can click on the 'Others' menu to find both available OTP methods).
After receiving the OTP code, please enter it in the provided field and select 'Continue'.
You will receive a notification confirming the successful completion of the Authenticator reset process.
If the registered primary phone number is no longer active, please change the phone number by clicking “Lost Phone Number?”
Click “Lost Phone Number?”.
Then enter the new phone number, the reason for making the number change and click save.
Next, enter the verification code that will be sent to the email address registered to your account.
Click “Save”.
If your phone number change has been successful, please log into your account again to continue with the “Reset Authenticator”. Until you will receive a notification stating that the 'Reset Authenticator' has been successfully completed.
Note:
Please be informed that after completing the aforementioned steps, you will be redirected to the 'Locked Account Activity' menu. For more information, kindly click here.