To assist you with your 2FA issue, please take the following into account:
- Code Entry Method: Please verify whether you are entering the 2FA code manually or copying it from the Google Authenticator app. It may be helpful to try both methods to ensure you are entering it correctly.
- Code Expiry: Remember to enter the 2FA code within the 15-30 second timeframe to avoid expiration.
- Device and Time Settings: If you are using an Android device, please synchronize the time in the Google Authenticator settings.
- Private Key: If you saved the private key during the initial setup, please remove the Capital.com entry in Google Authenticator and re-add it using the secret code.
If these steps do not resolve the issue, we can temporarily disable the code on your account.
To proceed with temporarily disabling 2FA, we’ll need to verify your identity. Please send us an image of yourself holding the ID you used for verification. You can contact us via chat or email at support@capital.com to submit the image and continue the process.
After this process, you can log in, enable 2FA in your account settings, and securely save your secret key for future reference.