When switching to a new mobile device where Two-Factor Authentication (2FA) is enabled for your Castor account, you have two options:
1. If you still have access to your account
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Verify your new device within your authentication app (for example, Google Authenticator’s instructions).
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Alternatively, temporarily disable 2FA in Castor:
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Go to Account Settings.
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Set Enable 2FA to No.
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Click Save changes.
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Once you have your new device, enable 2FA again. A new QR code will be generated, which you can scan with your authentication app.
2. If you cannot access your account anymore
For example, if you lost your old device and can’t log in, the Castor Support team can disable 2FA for you after verifying your identity.
To request this, please email support@castoredc.com with one of the following:
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A photo of yourself holding your government-issued ID.
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Make sure to cover any sensitive details (e.g., social security number).
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Your photo will be deleted after verification to protect your privacy.
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Alternatively, a study admin from any study you are part of can email us directly to confirm your identity.
Once your identity is verified, we will disable 2FA on your account. You can then re-enable 2FA using your new device.