Please check the following four items before changing your smartphone device.
Add a passkey registration device (for users who have already set up a passkey)
Reset two-factor authentication (for users who have already set up two-factor authentication)
Disable SMS authentication (for users who are changing their phone number)
Email address (for users planning to change their email address)
※If you are unsure about the status of your account, please log in and check it in advance.
▼Settings status
https://app.bitbank.cc/account/settings
▼Check your registered email address
https://app.bitbank.cc/account/identification/index
Add a passkey registration device (for users who have already set up a passkey)
Because passkeys are managed in association with a device or storage location, you must complete the necessary settings in advance before changing your device.
※Depending on the specifications of the passkey storage location on your device, you may be able to use the passkey on another device by logging in to the same account.
① If you have both your old and new devices
Please add and register a passkey on your new device while logged in on the old device you are currently using.
For details, please see the following FAQs.
How to add and register another device after setting up a passkey
② If you have another device besides your old and new devices (such as a smartphone, computer, or tablet)
If you need to return your old device when changing devices, you can add and register a passkey on your new device by ensuring in advance that you can log in using another device.
▶︎Steps
- While logged in on the device you are currently using, add and register a passkey on another device.
- After changing devices (and returning your old device), log in using the other device on which you added and registered the passkey, then add and register a passkey on your new device.
③ If neither of the above options is possible
If you were unable to add and register a passkey before changing devices and can no longer log in, we can assist you by removing the passkey. Please contact us here.
Reset two-factor authentication (for users who have already set up two-factor authentication)
If the authentication app on your new device does not generate a two-factor authentication code for bitbank.cc, you will no longer be able to log in using two-factor authentication. To generate on your new device the two-factor authentication codes that are currently generated on your old device, please use one of the methods below.
If you are unable to transfer or reset it yourself, we can remove it for you. Please contact us using the inquiry form below.
【1. Transfer your Google Authenticator account】
If the authentication app you are using is Google Authenticator and you have both your old and new devices, you can transfer your account. For details, please see the FAQ below.
I want to transfer my Google Authenticator account because I am changing devices
【2. Back up your secret key】
If you backed up your secret key when setting up two-factor authentication, please set up two-factor authentication on your new device by referring to the FAQ below.
※If two-factor authentication has already been set up, you cannot obtain the secret key. In this case, you must first disable two-factor authentication and then set it up again. You can obtain the secret key when setting it up again.
※If the secret key you have stored is leaked, a third party may be able to bypass two-factor authentication, so be sure to store it securely.
I want to set up two-factor authentication using a secret key
【3. Disable and reset two-factor authentication】
If neither of the two options above is possible but you have both your old and new devices, disable two-factor authentication on your old device yourself, then set it up again from scratch on your new device.
※Please note that two-factor authentication will be temporarily disabled.
Can I disable two-factor authentication myself?
I want to set up two-factor authentication using a secret key
Disable SMS authentication (for users who are changing their phone number)
If you are changing your phone number and have SMS authentication enabled, you must set up SMS authentication again.
If you have both your old and new devices, disable SMS authentication on your old device yourself, then set it up again from scratch on your new device.
If you are unable to set it up again yourself, we can remove it for you. Please contact us using the inquiry form below.
※The phone number registered in your basic information is not linked to the phone number set for SMS authentication. Therefore, if SMS authentication is enabled and you are changing your phone number, please update your basic information and disable (then reset) SMS authentication separately.
I want to disable SMS authentication
I want to set up SMS authentication
I want to change my registered information, such as my phone number and occupation
Email address (for users planning to change their email address)
If you will no longer be able to use your registered email address after changing devices, you must change your email address.
We will process the change for you. Please refer to the FAQ below and contact us using the inquiry form below.
I want to change my email address
If it is difficult for you to complete the transfer or reset the settings yourself, we can handle the necessary procedures for you. Please contact us using the inquiry form below.
If multiple procedures need to be completed by us, select any one category and list all the necessary procedures in the “Inquiry” field.