I no longer have access to my Multi-Factor Authentication code (2FA) app. What now?

No longer have access to your 2FA code? Here’s how to regain access to your Hoplr account

If you can no longer use the authentication app (for example, after losing or resetting your phone), we can disable two-factor authentication (2FA) for your account, but only after verifying your identity. This is a necessary security measure. This is a necessary safety measure because it allows us to establish with certainty that the deactivation request genuinely comes from the rightful account holder, thereby preventing unauthorised access or account takeover by third parties.

Step-by-step guide to disable 2FA

To have your 2FA security deactivated by the Hoplr team, follow these steps:

1. Send your ID for Verification:
   • Take a clear photo or scan of a valid identity document (for example, your identity card or passport).
   • Important: We strongly recommend obscuring sensitive information such as your photo and national identification number (or Citizen Service Number) by crossing out or hiding these details on the copy, so that only your name and date of birth remain visible for verification.
2. Send the Email:
   • Send this copy or scan to our secure verification email address: verify@hoplr.com.
   • Also include in the email the email address you registered with Hoplr.

What happens after sending?

• The information (the copy of the ID and your email address) will be used exclusively to verify your identity and confirm that you are the rightful owner of the account.
• Once your identity is confirmed, our team will disable Multi-Factor Authentication for your account.
• You will receive a confirmation email about this. You can then log in again using just your email address and password.

Security note: For the security of your account, this is the only method to deactivate 2FA if you have lost access to your authentication app.

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(Last updated: 04/11/2025)