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 recovery codes, we can remove 2FA for you through a manual security check.
Before you contact us, check whether you still have a recovery code. These are the one-time codes issued when you set 2FA up - if you saved them, one will get you straight back in without any of the steps below. See setting up 2FA on your Krystal account for where they live.
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 handled by email or by phone, as above. It cannot be done over live chat - and if 2FA is keeping you out you will not be able to raise a support ticket either, since that needs you to be logged in.
- 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 recovery codes somewhere safe this time around.
