Authenticator lost, backup codes not working, support wants id-verification

Posted April 25, 2018 5.9k views


i recently lost my authenticator due to a hardware crash. The backup codes i’ve generated beforehand are not working. The old codes are 8-digits long including characters and numbers. The system, however, wants a 6-digit code.

The support wants my ID for verification even though i’ve never paid with credit card or similar. So they do not have these kind of information. So i got in touch with them and told them that i can provide all the details about payments, personal address, old backup codes etc. However they insist getting my ID for verification. They even told me to upload my ID to a fileserver which i host, so that they do not store my ID during the process, which is totally nonsense…

So the question is how to get my primary account back without uploading my ID? There has to be a way…
I do not want to move to a different service or creating an account and transferring server backups back and forth. In the meantime, i am also not able to pay for it…

Any suggestions,


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4 answers

Your account is identified by the email address you use to log in. Since this was verified on registration it is used to ensure that requests are coming from the owner of the account.

If you lose access to your email account and cannot restore it our team needs to verify your identity both as the account holder and for liability reasons before you can be provided access.

When giving access to an existing account our team cannot start with the assumption that the person they are speaking with is the account holder. Unfortunately fraud and abuse is very widespread and making such an assumption presents a massive security risk.

If our team were to provide access without verifying your identity and later hears from someone else claiming to be the account holder and having access to the email and we do not know the identity of the person who was given access that could pose a pretty big problem.

If our Trust & Safety team has begun the verification process and requested documentation as you described then you will not be given access to the account unless that verification is completed.

  • Thanks for the answer. I have access to the mail account and i am currently writing to the support from that mail account. I also have my password, the only thing what is missing is the authenticator.

    So why do the insist of getting my ID, when my mail is verified and i’ve access to it? I have also access to my PayPal account, and can provide all billing information including transactions etc.


HI guys, big problem. My daughter deleted the 2FA app on my phone and obviously “stupidly” I dont remember where I put my codes. I contacted support / contact event FB / uploaded ID’s and everything but still now answer from support.. neither negative or positive.. silence.. only some automated messages telling that they have closed the tickets.. whats happening? This problem I face on another account of mine that its crucial for my business.. any advice? Thank you. 1 WEEK no human answer.. :((((( feeling trapped.