If you have lost access to your 2FA device that provided you with your platform login token, you may disable it in two ways

Disabling it by means of your “emergency token”, generated when you enabled the 2FA security in your account for the first time, and to do this:

Login normally with your user ID and your password to Bitso at https://bitso.com/login

When the system prompts you for your 2FA token, click on the button "I lost my device with 2FA Google Authenticator."

Enter the emergency code of 40 characters and click on login

If your code is correct you will login to your Bitso account and the 2FA security will be disabled from your account.

If after performing the previous step you are still unable to disable the 2FA security, please take a support ticket at our Help Center, filling the blank spaces, requesting the option “Problemas con 2FA” you will receive an e-mail with the necessary requirements to disable your 2FA manually.

Upon disabling the 2FA security from your account, we recommend you to reactivate it as soon as possible since this is a very important security measure to protect your funds. 

Upon sending these requirements, one of our agents will follow up on your ticket within 24 to 48 hours, keeping you informed of the progress of your request.