If your previously linked Google Authenticator is no longer available, or you need to switch to a new authentication device, you can relink a new Google Authenticator through the Security Center after completing identity and security verification. This process is designed to reduce reliance on the original GA verification code and allow eligible users to complete the reset on their own.

Navigation Path

「In-App Profile Center > Security > Google Auth > Change」

How-to Steps

  1. Log in to your LBank account, then go to「「Profile Center > Security > Google Auth」 and tap「Change」. 

  1. Carefully read the security reminder and tap Continue. After the modification is completed, a 24-hour security restriction will be triggered on your account, during which withdrawals and fiat transactions will be unavailable.

  2. The system will determine the verification method based on your account status. If you have completed KYC, you must first pass facial verification; if you have not completed KYC, you will need to verify other linked security items.

  3. If you have not completed KYC and only one security item is linked to your account, you will not be able to reset Google Authenticator by self-service. The system will prompt you to link another security item first. 

  4. If you have not completed KYC and at least two security items are linked, the system will require verification of two security items based on whether your original GA is still available. The verification priority is: Email > Phone Number > Passkey.

  5. After verification is completed, you will enter the new Google Authenticator binding process:  

    • Open the Google Authenticator app and scan the verification QR code provided in the LBank app.

    • Or manually enter the security key to complete the new Google Authenticator binding.

  1. Once the binding is completed, your Google Authenticator will be successfully replaced. 

Notes

If you have not completed KYC verification and your account does not have enough available security items, you may not be able to reset Google Authenticator through self-service. In this case, please submit a request through the customer support page so the platform can assist you further by manually submitting a 「Google Authenticator Reset Request」。

Please prepare and submit the following account information so that the platform can verify your account ownership and process your request more efficiently:

  1. Recent deposit transaction hashes: Provide at least 2–3 recent deposit transaction hashes, which can be obtained from the withdrawal platform you used. If fewer than 2 hashes are provided, or if no transaction hash is available, verification may fail.

  2. Tokens you have traded: List at least 2 token names that you have traded on LBank. If you have no trading history, enter “None.”

  3. Remaining assets in your account: List at least 2 tokens currently held in your account, along with the corresponding amounts. If there are no remaining assets, enter “None.”

  4. Tokens you have withdrawn: List at least 2 token names you have withdrawn from LBank. If you have no withdrawal history, enter “None.”

  5. Verification code screenshot: Provide a screenshot of the verification code email or SMS sent by LBank, and make sure the full verification code and sending time are clearly visible.

  6. Account login IP address, You may provide this in either of the following ways:

    • Method 1: Log in to the LBank app, then go to「Profile > Security > My Devices」, and take a screenshot of the「My Devices」page. 

    • Method 2: Search “What is my IP” in your web browser and submit the current login IP address.

Frequently Asked Questions

  1. My original Google Authenticator is no longer available. Can I still replace it with a new one?

    • Yes. If the original Google Authenticator is unavailable, the system will arrange the verification flow based on the other available security items linked to your account instead of relying only on the original verification code.

  2. Why can’t I reset Google Authenticator by myself?

    • If you have not completed KYC and only one security item is linked to your account, self-service reset will not be available. You need to link another security item before proceeding.

    • Each account may complete KYC verification up to 3 times per day. If the daily limit has been reached, please wait and try again later, or contact Customer Service for assistance.

  3. Will resetting Google Authenticator affect account functions?

    • Yes. After the reset is completed, a 24-hour security restriction will be triggered, during which withdrawals and fiat transactions will be unavailable. 

  4.  If I close the page halfway through, do I need to start over?

    • Yes. If you close the new Google Authenticator binding process, the system will first display a secondary confirmation window. If you choose to abandon the process, you will need to restart it from the beginning.

  5.  What should I do if Passkey verification is required during the process?

    • If Passkey verification is included in the flow, you must complete Passkey verification first. Once it is successfully verified, it will not be verified again at the submission stage.

  6. If I enter information that is already linked, will the process become invalid?

    • No. After you pass the security verification stage, the token remains valid for 10 minutes even if you enter information that is already linked to the account. The system will only show a timeout reminder after the 10-minute validity period expires.。 

Reminder

After successfully replacing your Google Authenticator, please save the new backup key immediately. Also note that a 24-hour security restriction will be triggered on your account, during which withdrawals and fiat transactions will be unavailable. 

If your account does not yet have enough linked security items, it is recommended to strengthen your account security settings first so that future verification and modification processes can be completed more smoothly.