I lost my phone with my 2FA

Case 1: you have your recovery codes

If you properly kept the 10 recovery codes generated when you enabled 2FA, the procedure is quick:

1. On the Ktkarena login screen, enter your phone number and your password normally.
2. When the app asks for the 2FA code, tap "Use a recovery code".
3. Enter one of your recovery codes (for example A7B2-9F4D-X3K1). This code is single-use: it will be consumed after this login.
4. You're logged in. Go immediately to Profile → Security → 2FA.
5. Disable the old 2FA (linked to your old phone).
6. Enable a new 2FA on your new phone: install an authenticator app, scan the new QR code, confirm.
7. Keep the new recovery codes somewhere safe.

That's it, resolved in 5 minutes. The whole recovery mechanism is designed for this scenario.

Case 2: you don't have your recovery codes

If you lost your phone and you didn't keep your recovery codes, it's more complicated. You can't access your account without human intervention.

The manual recovery procedure:

1. Contact support at support@ktkarena.com with the subject "2FA recovery - lost phone".
2. Attach to your email:
   • Your user ID (handle), if you remember it.
   • Your phone number associated with the account.
   • A photo of the front and back of your ID document (the same one used for your KYC).
   • A selfie of you holding your ID document in your hand.
   • A sworn statement: "I hereby certify that I am [First name Last name] and that I have lost access to my 2FA device. I request the manual deactivation of my 2FA to regain access to my Ktkarena account."
3. Wait for our reply: we manually verify your identity by cross-checking with your KYC. Timeframe: 48-72h on business days, up to 1 week over weekends.
4. If verification is OK, we disable your 2FA from our systems. You receive a notification and can log in normally with just your password.
5. Re-enable 2FA immediately on your new phone, and keep the recovery codes this time.

Extreme case - if you no longer remember your password AND you don't have access to the number/2FA: recovery requires an even more thorough identity verification (video interview). Timeframe up to 2 weeks.

During the procedure: your bets and your money

While you don't have access to your account:

• Your ongoing bets continue their life normally. The matched ones will go to their resolution, the others stay in cascade or in queue.
• Your balance is intact and remains safe in our systems.
• Any winnings are credited to your account as usual. You'll find them when you reconnect.
• No one can access your account without your 2FA, so no one can make a withdrawal or bet in your name.

Don't panic: your money is safe regardless of how long the procedure takes.

How to avoid this problem next time

1. Keep your recovery codes.
The next time you enable 2FA, treat the list of codes the way you'd treat your bank card: keep it somewhere safe and durable.

2. Use Authy rather than Google Authenticator.
Authy offers an encrypted cloud backup: your 2FA codes are saved on their servers (encrypted with a password only you know). If you change phones, you install Authy on the new one and recover everything in one step. It's the simplest solution for people who change phones regularly.

3. Enable 2FA on 2 devices.
You can enable the same 2FA on your phone and on your tablet (or a second phone). That way, if you lose one, you still have the other.

4. Buy a hardware key as a complement.
For accounts with a lot of money, a YubiKey (~€50) is an excellent complement to your authenticator app. If you lose your phone, the hardware key saves you. How to use a hardware key.