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 because it allows us to confirm with certainty that the request to deactivate actually comes from the legitimate account holder, preventing unauthorized access or account takeover by third parties.

Step-by-step plan 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 identification document (for example, your identity card or passport).
   • Important: We strongly recommend obscuring or blacking out sensitive information such as your photo and national identification number (or Social Security number) on the copy, so 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 the email address you registered with on Hoplr in the email.

What happens after sending?

• The information (the copy of the ID and your email address) is 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 only 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: 11/04/2025)