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Lost 2FA help

Dear user,

If you've lost access to your account due to issues with 2FA authentication, please follow these steps:

  1. Use the same computer from which you last ran the software and disable all VPN services you are using, as they may interfere with the recovery process.
  2. Create a new account on our website with a different username and email.
  3. Contact technical support through the feedback form on the website by submitting a ticket for 2FA recovery. In the ticket, provide the following information:
    • Reason and circumstances of losing access to 2FA.
    • Login of the old account you want to recover.
    • Login of the original email linked to the old account, along with any evidence that you own that email.
    • Specifications of the computer where you last ran our software (components, model, operating system, IP address, etc.).
    • Screenshot of the last subscription payment for our software, indicating the date, amount, and payment method.
  4. Wait for a response from technical support. They may ask for additional data to confirm your identity if necessary.

After technical support confirms your request, they will reset the 2FA authentication and password on your old account. You can then log in using the new password.