2FA Reset

If you lose access to your 2FA app or your device, you can request a 2FA reset by contacting our support team.

How to request a reset

• Send an email to [e-mail] from your registered email address.

Processing time: Requests are typically processed within 7 business days.

If you do not receive a response within the expected time, please contact support again.

Required information

To verify your identity, please include: This process helps us ensure that only the account owner can request a reset.

• Your account email address

• Your current balance

• Information about your last 3 transactions

Identity verification

You will also need to provide one photo that includes:

• A piece of paper with "PointPay" and today’s date written on it

• Your face

• A valid ID document (passport, ID card, or driver’s license)

All elements must be clearly visible in the same photo.

Important

• The request must be sent from your registered email address

• This process is required to confirm account ownership and protect your funds