🛠️ Steps to Reset or Resolve MFA Issues
If you are locked out because of an MFA requirement, you must follow the formal account verification process to ensure security.
1. Contact Rise Support Team
Reach out to Rise Support at hello@riseworks.io to notify us that you cannot access your account due to MFA issues. This initiates the recovery protocol.
2. Complete the KYC Verification Process
To confirm you are the true owner of the account, you will need to undergo a Know Your Customer (KYC) check. The support team will initiate a request and provide you with a KYC link. You must submit:
Government-Issued ID: A valid passport or driver’s license.
Live Photos ONLY: You must provide real-time photos of your documentation. Note: Screenshots, digital files, or printed copies will be rejected.
3. Wait for Document Review
Once submitted, the Compliance Team will review your identity.
Timeline: This manual process typically takes several business days.
Outcome: After successful verification, the team will request that MFA be disabled on your account so you can log in and set up a new authenticator. This can also take several business days.
🔍 Addressing Specific Scenarios
If MFA Was Never Set Up
If your account is unexpectedly asking for a 2FA code even though you never enabled it, contact support immediately. This may indicate unauthorized access. Regardless of the cause, the KYC process is still required to remove the block and secure your account.
If You Lost Access to Your Authenticator App
Whether you switched phones, lost your device, or didn't back up your recovery codes, you must follow the verification steps outlined above. Once verified, we will reset the MFA for you.
MFA vs. Rise Security Key (RSK)
It is easy to confuse these two, but they serve different purposes:
MFA (2FA): Used for logging in to your account.
Rise Security Key (RSK): Used exclusively for authorizing withdrawals.
If you are having trouble with a withdrawal code, ensure you aren't accidentally trying to use your login MFA code.
⚠️ Important Considerations
To avoid delays in regaining access, please keep the following in mind:
No Exceptions: Access to your Rise account cannot be restored without successful KYC verification. This is a non-negotiable security standard.
Strict Document Standards: Ensure your photos are clear, well-lit, and "live." Any attempt to upload a digital screenshot will result in an automatic rejection.
Be Patient: Because this involves a manual security review by our compliance experts, please allow multiple business days for processing.
Pro Tip: Once your MFA is reset, we highly recommend saving your Backup/Recovery Codes in a secure, physical location to avoid being locked out in the future.