What is Two Factor Authentication (2FA)?

Two-factor authentication (2FA) is a security measure built to prevent unauthorized access to user accounts by requiring a second layer of protection. For example, 2FA could be an additional verification code from E-mail or SMS after inputting the login password.

This guide will show you:

  1. How to install/set up and bind Google Authenticator with your AAX app

  2. How to disable 2FA

  3. How to reset Google Authenticator


How to set up Google Authenticator for extra security

In order to provide an extra layer of security for your AAX app, we encourage you to use Google Authenticator. This guide will help you through the installation and connection process to protect your account:

Please note that this process is easier done with your AAX account open on a browser. Make sure you already have the Google Authentication app from the App Store (for iOS) or Google Play (for Android) on your device.

An image of the Google Authenticator app from the App Store

Follow these steps to start connecting your Google Authenticator app to your AAX account:

  1. Once logged in, select your profile on the upper-right hand corner of the page, then choose "Security Settings" from the drop-down menu.

    Screenshot of linking the Google Authenticator app on the AAX website.

  2. Select "Link" to connect your AAX app and the Google Authenticator app. You will be shown a private key and a QR code. You can use either in the next step.

  3. Next, open your Google Authenticator app and choose "Get Started" or click on the + button on the lower right corner. You can choose "Scan a QR code" and scan the QR shown in the AAX browser. Alternatively, you can choose "Enter a setup key" and copy the alphanumeric code shown in your AAX browser.

  4. The 2-factor authentication will be immediately activated.


Save the 2FA backup key

It is recommended to save the 16-digit manual key and keep it in a secure place. In case you have lost your phone or need to reset the 2FA verification, this key will provide ease to reset in the meantime.

If you have lost your device and the backup key, please contact our customer representative as soon as possible for special handling.

For security reasons, please also enable the SMS/email verification alongside the Google Authenticator.


How to disable Google Authenticator?

  1. Once logged in, go to Security Center from Account page then click “disable” on Google Authenticator;

  2. After a successful verification finished and the function will be disabled.

For security reasons, we suggest keeping at least one 2FA verification method enabled at all time.


How to disable Google Authenticator if the authentication device is lost?

Please send us a video request from your registered email to cs@aax.com with the following requirements:

1. In the video, your face should be shown clearly, and your voice should be easy to understand.

2. In the video, you should clearly state your AAX account information and a disclaimer that the account holder will be the one responsible for the risks, AAX has provided an example as follows:

I, ( your name ), ( UID ), ( ID ), request and authorize AAX to cancel Google Authenticator from my account with effect from ( date ). I understand and agree that this video recording is the basis for my instruction and I shall not hold AAX responsible or liable for any loss and I shall solely bear the risks in relation to my instruction.


Potential binding error message

If the binding result shows fail, please ensure the Google Authenticator App is up to date as well as the time on both the device and computer are synchronized.


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