Before reaching out to our team to disable Two-Factor Authentication (2FA) on your account, we recommend ensuring that you have time-synced your device, and attempted to use your 2FA recovery code.
Time Syncing Your Phone
The most common cause for "Incorrect Code" errors is that the time on your Google Authenticator app is not synced correctly. Follow these steps to correct this.
Using Your Recovery Code
When you set up Two-Factor Authentication, you were prompted to save a 2FA recovery code and corresponding QR code. These can be used to set up a new 2FA device. By installing an Authenticator app on your new phone or tablet, you will be able to scan your saved QR code or 2FA recovery code and enter your Poloniex account again. Follow these steps to regain access to your account.
Manually Disabling 2FA
If you do not have a backup of your 2FA backup key, you will need to create a support ticket for assistance. Please reach out to us and provide as much information as possible regarding your account in order to receive a fast 2FA reset. Information about your latest deposits, trades, balances, and account activity will be very helpful in confirming your identity.