How to Remove 2FA If You Can't Access Your Account
If you're unable to log in to your Krystal account because of two-factor authentication and you no longer have access to your authentication app or backup codes, we can remove 2FA for you through a manual security check.
How to request 2FA removal
You'll need to get in touch with us by either:
- Emailing support@krystal.io
- Calling us on 020 8050 1337 (Monday to Friday, 9am–8pm, excluding bank holidays)
If emailing, please include the following:
- The email address associated with your Krystal Identity account.
- A recent invoice number (if you have one to hand).
- A copy of photographic ID - either a driving licence or passport.
- A copy of a recent bill or letter showing the address we hold on file for your account.
We use this information to verify your identity and protect your account from unauthorised access.
Things to note
- 2FA removal can only be processed via a support ticket or phone call. This cannot be done over live chat.
- Once we've verified your identity, we'll disable 2FA on your account and let you know so you can log back in.
- We'd recommend setting up 2FA again once you're back in, and storing your backup codes somewhere safe this time around.
