![]() ✅ We strongly encourage keeping 2FA enabled on your account at all times. I don't want to turn on 2FA, how do I proceed? □ I'm trying to import an existing wallet of mine, and I'm getting the error "You must have Google Authentication turned on in order to perform this action". ![]() Please reach out to Customer Support so we can assist you with your concerns: If the above steps fail to work for you, we may be able to assist if you provide enough proof that you are the owner of the account. You will be given a new QR code to use for linking to your Google Authenticator. Go back to STEPN and reactivate 2FA in your STEPN account.Remove your STEPN profile from your Google Authenticator as well.To avoid confusion, delete any other STEPN 2FA QR code images that you might have saved on your phone.If it still fails, it is possible that the STEPN profile that you have in your Google Authenticator is not the same profile you currently have in your STEPN account.Go to your Google Authenticator, tap the three dots at the upper right corner > Settings > "Time Correction for codes" > Sync now.First, please go to your phone's time settings and make sure your phone is set to network time, not manual time.✅ Please try the following steps, in order: □ I tried to import a wallet into STEPN, but it keeps saying "Google Authenticator failed". Should you have 2FA issues, we encourage you to reach out to Customer Support so we can assist you with your concerns: A telltale sign of this is 2FA related email messages in your inbox. Your account has been taken over and the scammer/hacker has access to your email address, therefore allowing him to enable 2FA on it without your consent.You gave someone else access to your STEPN account (such as family or friends).The only ways 2FA can be enabled on an account without your consent would be if: ✅ STEPN's 2FA requirement has to be manually activated/linked to your Google Authenticator or any other authenticator app before it can be enabled for STEPN. □ I never had 2FA in my account before, and it's asking for one now, how can I get rid of it? You may also request to have your 2FA removed from your STEPN account by reaching out to Customer Support, but whether we can assist you or not depends on how well you can prove that you own the account in question. However, if you have lost this QR code, you will need to reach out to Google to see if they can restore access to the apps you had under your Google Authenticator. This QR code needs to be re-scanned when you set up a new Google Authenticator on a new device. ✅ When you set up your 2FA for the first time between STEPN and your Google Authenticator, STEPN provides you a QR code that you can save. ![]() □ My phone broke / I lost my phone and my 2FA authenticator, how can I resolve this? Can I remove the 2FA on my STEPN account? Please check if there are recent App Issues affecting transactions as well.įor faster resolution, please read the below article first before raising a ticket with the Customer Support team. We recommend reading through the STEPN Whitepaper first before trying out any of the STEPN App's functionalities.
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