Fix the Google Authenticator code error on HedgerX
Wrong codes usually come from a clock that is out of sync or from the wrong entry in the app. Sync the time, then try a clean browser. If that fails, you have to unbind and rebind.
Unbinding Google Authenticator is a high-risk operation. HedgerX disables withdrawals and transactions for 24 hours afterwards, so rebind it at once.
Troubleshooting steps
- Use the right entry. Enter the code from the HedgerX entry that matches your account, not the code for another platform.
- Sync the time. On Android, set the date and time to automatic and use Time correction for codes, Sync now in Google Authenticator. On iOS, turn on Set Automatically under Date & Time and enable Setting Time Zone under Location Services, System Services.
- Clear the browser cache. Open an incognito window (Ctrl or Cmd + Shift + N), clear cache and cookies and sign in again.
- Check the network. Turn off any VPN, and switch between Wi-Fi and mobile data.
- Rebind if nothing works. With a backup recovery key, add it in Google Authenticator using Manually enter a key. Without one, submit a KYC video request to unbind.
The identity video
If you cannot receive a code, HedgerX asks for a video made in one continuous take. It must show:
- Your face.
- Your KYC identity document, front and back.
- A handwritten note with your HedgerX UID and today’s date, which you read aloud.
Record in good light against a clean background, and submit the video through the HedgerX customer support center by ticket or email. The first review takes 24 to 48 hours, and complex cases take longer. If the file is large, share a cloud link that support can open.
Frequently asked questions
I never saved the recovery key.
HedgerX shows the recovery key only once, when you bind Google Authenticator. Without it you submit a support ticket with a KYC video and wait for the unbinding.
How do I unbind it myself?
In Security Center, choose Unbind under Google Authenticator. Enter your phone and email codes and the current authenticator code, then confirm. Delete the old entry in the app afterwards and rebind straight away.