Guide to LBank 2FA Reset Request

To help LBank users reset their Google Two-Factor Authentication (2FA), please prepare the required materials based on your KYC verification status. This guide details the submission requirements to ensure your reset request is quickly verified and processed by LBank Support Team.

For Users Who Have Completed KYC Verification

If you have completed LBank’s KYC verification, please submit the following photo::

Steps:

1. 🪪 Prepare the Photo:

• Prepare a valid ID document (e.g., ID card, passport, or driver’s license).

• Prepare a piece of paper with the following handwritten information:

• Current date (format: YYYY/MM/DD, e.g., 2025/07/09).

• Current time (format: HH:MM, 24-hour format, e.g., 15:59).

• Written message 👉 “Reset Google 2FA” (ensure the handwriting is clear and legible).

• Take a photo of yourself holding the ID document and the paper, ensuring your face, ID details (name, ID number, etc.), and the paper’s content are clearly visible.

2. 📮 Submit the Photo:

• Upload the photo to the secure channel specified by LBank Support Team.

• Ensure the photo is in a common format (e.g., JPG or PNG) and maintains high clarity.

Notes：

• The ID document in the photo must match the KYC information provided during your LBank registration.

• Take the photo in a well-lit environment to avoid blurriness or reflections.

• After submission, the LBank support team will review your photo. Upon approval, your 2FA will be reset.

For Users Who Have Not Completed KYC Verification

If you have not completed LBank’s KYC verification, please prepare and submit the following account information:

Steps:

1. 🪪 Prepare the Following Materials:

• Recent Deposit Transaction Hashes: Provide at least 2–3 transaction hashes from your recent deposits (these can be retrieved from the withdrawal platform you used). Note: Providing fewer than 2 or no transaction hashes will not be sufficient.

• Names of Traded Tokens: List the names of at least 2 tokens you have traded on LBank. If none, write “None.”

• Tokens Remaining in Your Account: List the names and quantities of at least 2 tokens currently in your account. If none, write “None.”

• Tokens Withdrawn: List the names of at least 2 tokens you have withdrawn from LBank. If none, write “None.”

• Verification Code Screenshot: Provide a screenshot of the email or text message containing the verification code sent by LBank, ensuring the full code and timestamp are visible.

• Account Login IP Address: 
  

  • Method #1
    - Login to your LBank App, go to [My Page]-[Security]-[My Device];
    
    - Capture [My Device].
    
  • Method #2: Search [What is my IP address] on Web Explorer to get your IP address details.
    

   

2. 📮 Submit Materials：

• Compile all materials (transaction hashes, token names, verification code screenshot, IP address, etc.) , and upload it to the secure channel specified by LBank Support Team.

• Include your LBank registered email address for reference.（⚠️DO NOT COMPRESS)

Notes:

• Ensure the provided transaction hashes, token names, and IP address are accurate and match your LBank account activity.

• The verification code screenshot must be clear, showing the full code and timestamp.

• Incomplete or incorrect materials may result in delays or rejection of your request.

• After submission, the LBank support team will review your materials. Upon approval, your 2FA will be reset.

• The review process will take approximately 1-2 working days.

Frequently Asked Questions

1. Why are a photo or account information required?
   Submitting a photo or account information verifies the requester’s identity, preventing fraud or unauthorized account access. LBank adheres to strict security protocols to protect user assets.

2. Photo Requirements (for KYC-verified users only):

• Take the photo in a well-lit environment, avoiding cluttered backgrounds or reflections.

• Ensure the photo is clear, without blurriness or obstructions.

• Avoid using filters or editing software to modify the photo.

3. How to Obtain Transaction Hashes?
   Retrieve transaction hashes from the deposit records on the withdrawal platform you used (e.g., another exchange or wallet).

4. How to Find the IP Address?
   If you are unable to login to your account, please check your IP address by searching “What is my IP address” online or reviewing your router or network settings.

5. How Long Does the Reset Process Take?
   The review process depends on the completeness of your materials and the support team’s workload, typically taking 3–5 business days. Check your registered email for updates.

LBank Customer Support

If you encounter issues while preparing materials, contact LBank Support Team through the following channels:

1. Official Website: www.lbank.com 

2. Customer Support: 

• For Web, Visit https://www.lbank.com/support , go to the “Support Center,” and submit a ticket for assistance.

• For App, login to LBank App and tap [Support] icon on top right for more help.

3. Note: Do not share sensitive information (e.g., account password or 2FA private key) with any unofficial channels to avoid scams.

Resetting your LBank Two-Factor Authentication (2FA) requires clear proof of identity or account-related information to ensure account security. Strictly follow the steps above to prepare materials and submit your request through official channels.

LBank is committed to providing a secure and reliable trading environment for global users. Thank you for your cooperation!

⚠️ In case of discrepancies, the English version shall prevail.