If you have lost access to your authenticator app, you can regain access using your recovery key. 

If you are unable to regain access, kindly reach out to us at support@cropbytes.com for assistance. Personal information and verification will be required to regain access to your account.

To reset your CropBytes account's Two-Factor Authentication (2FA), you need to submit a video to the Customer Service team to verify your request.

1. What should I include in the video?

1.1 Sit in front of the camera. You need to show your face clearly and hold the information page of your ID document;
Please note that if you cannot speak English, you can copy the English statement below and change the date, the email address, and the 2FA device you want to reset. Then, hold the statement in front of the camera while recording the video, and explain the content in your local language.

1.2 Speak a statement into the camera to verify your identity, such as:
"Today is DD-MM-YYYY, I'm applying to reset the Google/SMS/Email security verification (2FA) for my account. I confirm that it is my activity, and I am contacting CropBytes customer service to reset Google/SMS/Email security verification for my CropBytes account XXXXX@XXXXX.com."

1.3 Submit the video along with the picture of your ID card/driver’s license/passport you showed in the video. Please do not put watermarks on your videos and do not edit your videos.

Please note that you should include:
  • Today's date;
  • Your request (to reset your 2FA);
  • A clear confirmation that you authorize this activity;
  • A statement of your purpose;
  • Your CropBytes account email address.