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

「My Profile > Security > Google Auth > Edit」

How-to Steps

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

  2. Read the security notice carefully: after you successfully change Google Authenticator, your account will be subject to a 24-hour security restriction. Withdrawals and fiat trading will be unavailable during this period. Tap「Continue」to proceed.

  3. The system determines the verification method based on your account status. If you have completed identity verification (KYC), follow the on-screen instructions to pass the liveness check first. If you have not completed KYC, you will need to verify other linked security methods. Complete the required verification as instructed before linking a new Google Authenticator.

  4. If you have not completed KYC and have at least two linked security methods, the system will require you to verify two security methods based on whether your existing Google Authenticator is available. The verification priority is “Email > Phone Number > Passkey.” Complete verification using the methods displayed on the page.

  5. 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.

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

    • Open the Google Authenticator app and scan the QR code displayed in the LBank app;

    • Alternatively, enter the setup key manually to add an entry in Google Authenticator. Store your new backup key securely, then follow the instructions in the LBank app to complete the remaining setup steps.

  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. Can I change Google Authenticator if I can no longer use the existing one?

    • You can request a change using other verification methods. The system will arrange verification based on your identity verification status and other available security methods. If you cannot complete the process yourself, submit a Google Authenticator reset request as described under “Important Notes.”

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

    • If you have not completed KYC and have only one linked security method, you cannot change Google Authenticator yourself. Link another security method before trying again. If you cannot link another security method, submit a Google Authenticator reset request as described under “Important Notes.”

    • 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?

    • Not immediately. During the change process after security verification, entering account information that is already linked does not immediately invalidate the verification. The security verification remains valid for 10 minutes. After it expires, the system will display a timeout message. Follow the on-screen instructions to verify again.

Reminder

When setting up your new Google Authenticator, store the new backup key securely. After a successful change, your account will be subject to a 24-hour security restriction, during which withdrawals and fiat trading will be unavailable. If you have not linked enough security methods, consider completing your account security settings first to make future verification and changes easier.