If you have lost access to your authenticator app (such as Google Authenticator or Microsoft Authenticator) or changed devices, you can submit a request to reset your two-factor authentication (2FA).
Prerequisites
A clear selfie of you holding the front of your valid government-issued ID (Passport, ID Card, or Driver’s License), ensuring all details are sharp and legible.
Step-by-Step Instructions
1. Compose Request Email
Send an email from your registered email address to info@vtmarkets.com with the subject line:
Request to Reset Security Authenticator (2FA) - [Your Full Name]
2. Provide Account Information
Include the following details in your email:
Full Name: As registered on your VT Markets account
Reason for Reset: State that you have lost access to your 2FA device or app
3. Attach Verification Photo
Attach a selfie of you holding your ID document.
4. Await Verification
Our team will verify your identity and unbind your current 2FA authenticator within 1–3 business days.
Expected Outcome
Once the reset is complete, the security authenticator status on your Client Portal will return to Unverified. You can then log in using your password and re-bind a new authenticator app.
Important Notes
48-Hour Withdrawal Lock: As a security precaution, the withdrawal feature will be temporarily unavailable for 48 hours after your 2FA settings are reset.
Troubleshooting
Verification Delayed: Ensure the photo is sharp, well-lit, and the text on your ID is fully readable without glare.