If you've lost access to the device used for 2FA, please follow these steps to initiate a reset.
Before Contacting Us
Double-check the 2FA app you initially used to set up your account, like Authy or Google Authenticator. If you've switched devices or no longer have access to the app, we’ll need to reset your 2FA settings.
How to Request a 2FA Reset
For security reasons, we require identity verification before resetting your 2FA.
- Please contact us at support@xbto.com
- Include a photo of yourself holding a handwritten note and your ID.
Handwritten Note Requirements:
Please include the following information in your note:
- Today’s date
- Your full name and date of birth
- The statement: "I authorize Stablehouse to reset the 2FA on my account"
Ensure that both hands and your ID are clearly visible in the photo. - Once we receive your email with the requested information and verify your identity, we will proceed with resetting your 2FA.
Refer to the sample image below for guidance on how to take the photo.
