How to Reset Google Authenticator / Phone Number / Email

If you are unable to access the verification code sent to your bound Google Authenticator, phone number, or email, it may affect your ability to log in, withdraw funds, or perform other account actions. To ensure the security of your account, you may apply to unbind these security items through the following methods.

1. Unbind via Security Reset Link

You can submit an unbinding request by clicking the security reset link below and filling out the required information as instructed on the page: https://www.gate.com/security_reset

2. Request Manual Assistance via Ticket or Email

If the security reset link does not work, please submit a ticket or send an email to support@gate.com to request unbinding.

2.1 If the total assets in your account are less than or equal to 500 USDT, please include the following information when submitting your ticket or email:

1. UID, username, or registered email address
2. City where the account was registered
3. Bound phone number and/or email (if applicable)
4. At least three cryptocurrencies you have recently traded
5. Date and name of the last withdrawn token
6. A photo of yourself holding both your ID document and a handwritten note. (JPG or PNG format) The note must include:

• Your UID or username
• The request purpose (e.g., "Unbind Google Authenticator")
• The current date

Sample reference photos:

• For unbinding Google Authenticator:
• For unbinding phone number:
• For unbinding email address:

2.2 If your account assets exceed 500 USDT

Please provide the same information as listed above. However, for item 6, you must instead submit a video recorded by yourself. The video must clearly show you holding both your ID document and a handwritten note that includes your account UID or username, the current date, and the purpose of the request (e.g., unbinding phone number). The video should be in MP4 or MOV format. You may refer to the sample images above for formatting guidance. Once submitted, our support team will review the video and follow up accordingly.

Notes:

• Please ensure your face, ID details, and handwritten note are clearly visible, with no obstructions or blurring.
• Please submit the corresponding video or photo format based on the total assets in your account.
• After submitting your email, you will receive an acknowledgment email containing a ticket reference number, confirming your request has been received.
• The support team will verify the information and notify you via email once the unbinding process is complete.
• For account security, withdrawal and P2P selling functions will be temporarily disabled for 24 hours after changing or unbinding any security item. Please refer to the on-screen prompts for details.