For customers who have changed the mobile device
If you have the mobile device with two-step authentication, you can export your account information from "Google Authenticator" on the old device and import it on the new device to transfer the account. If the account information could be transferred, there is no need to deactivate the two-step authentication.
How to deactivate the two-step authentication.
If you are able to log in (you know the authentication code)
You can deactivate two-step authentication by yourself.
For details, please refer to the FAQ below and try to deactivate the two-step verification by yourself.
If you are unable to deactivate the two-step verification, please contact us through the contact form, stating that you wish to deactivate the two-step verification.
How to deacitivate the two-step authentication
If you cannot log in (you do not know the verification code)
We will deactivate the two-step authentication for you.
Please contact us through the contact form, stating that you wish to cancel the two-step verification.
We will proceed with the deactivation procedure after confirming your identity with a selfie photo.
※This also applies if you have reset the old device or deleted the two-step verification application after changing the mobile devices.
※We will not ask you to submit your selfie photo by mail. Please submit them as an attachment to the e-mail.