In case you have a backup key (TOTP 2FA)
Simply install a TOTP 2FA app (Google Authenticator, Authy, or similar) on your new device, and import the backup key.
In Google Authenticator, click "Add Account", and then "Enter a provided key". Then enter your backup key, and your 2FA account for Mushino will be restored.
In case you can get a replacement SIM card (Phone 2FA)
If you can get a replacement SIM Card, you will not have to do anything except wait for the SIM card to arrive. Just pop the replacement SIM Card into your phone, and you are good.
In case you don't have the backup key, or can't get a replacement SIM card
In case you have lost your backup key (TOTP 2FA), or cannot get a SIM card (Phone 2FA), Mushino will need to verify that you are the rightful owner of the account.
To do so, you will first be asked to answer 10 questions about your account.
- What is the approximate BTC balance in your account?
- When did you last log in, and from what city/country?
If you are able to answer these questions from a device that you have previously used to access your Mushino account, it will help your chance of recovery greatly.
Recovery requests are evaluated on a case by case basis. You do not necessarily need to answer all of the questions correctly - as long as there is sufficient proof that you are the rightful owner, you should be able to regain access to your account.
How long does it take to recover my account?
Recovery requests are generally processed within 24 hours. If, after answering the 10 questions, there is insufficient proof that you are the rightful owner of the account, you may be asked to provide additional information.