I have lost or need to update my phone or 2-factor authentication device

Feb 13, 2018
This page contains troubleshooting steps for the various 2-factor authentication (2FA) options provided by Coinbase.

Please select 2FA method you currently use on your Coinbase account:  

Authenticator

 

Problem

Solution

I want to move my 2FA codes to a new device and still have the old device
  1. Log in to Coinbase using your username/password and a 2FA code from your old device
  2. Go to your Security Settings page: https://www.coinbase.com/settings/security_settings
  3. Regenerate your secret key

    Note: Regenerating your secret key will invalidate your old device tokens. Write down the new secret seed and keep it in a safe place (we recommend storing it offline on a piece of paper, USB key, or other medium you can keep secret and safe.
     
  4. Scan the new secret with your new Authenticator device
I lost my Authenticator device or app If you've lost the device with your Authenticator app and DO have access to your secret seed code:

See how to restore your account here.

If you've lost the device with your Authenticator app and DO NOT have access to the secret seed code:
  1. Using the Coinbase website (not the mobile app), select the "Unable to submit a one time code?" link after providing your username and password. 

    Note that you may need to sign in via an "incognito" or "private browsing" window if you are not prompted for a 2FA code upon login. 
  2. For security purposes you will need access to a webcam and pictures of a valid, state-issued ID to complete this process. Once approved, the Authenticator app will be disabled on your account and you will receive 2FA codes by SMS to your verified phone number.

    Note: If you do not get this prompt for a code after providing your email address and password, try logging in on an Incognito browser or clearing your cache and trying again.
If you've lost the device with your Authenticator, do not have access to the secret seed code AND no longer have the phone number on file with your Coinbase account:

Contact our support team and let us know that you've lost both your Authenticator app and phone number.

For the fastest resolution, please select "Login Issue" as the category and "2 Factor Authentication - Authenticator" as the sub-category.
My codes are not working Check that the clock on your device is correct and set to the correct timezone. An incorrect clock can cause codes to be out of sync.
 

Learn more about Authenticator: Managing Authenticator

 

Authy

Problem

Solution

I got a new device and have the same phone number

  1. Install the Authy app on your new device
  2. In the Authy app on the new device, register the same phone number
  3. Follow the steps to complete registration
  4. A Coinbase token will automatically appear in the Authy app when registration is complete

I lost my Authy device or app and have a new phone number

Recover your account by selecting the "Unable to submit a one time code?" link after providing your username and password. Note that this must be done on the Coinbase website, not the mobile application.

 

For security purposes you will need access to a webcam and pictures of a valid state-issued ID to complete this process. Once completed, you will receive 2FA codes by SMS to your verified phone number.

 

Note: If you do not get this prompt for a code after providing your email address and password, try logging in on an Incognito browser or clearing your cache and trying again.

  
 

SMS/Text

Problem

Solution

I’m not receiving SMS codes

  1. If you are using an Authenticator app or Authy for your 2FA codes, you will not receive SMS to your phone. Please use the code from the app to log in.

  2. Due to issues with the SMS network itself, codes may be undeliverable to some customers. To prevent this, it is recommended to use an Authenticator app for 2FA in your Coinbase account if possible, as they do not require internet connectivity or SMS coverage once configured.

  3. Your device’s SMS inbox may be full. Please try deleting some messages from your inbox and request a code again.

  4. If you've tried to login several times and still have not received the codes, our system may temporarily stop sending the codes as a security measure. After 24 hours we will resume sending codes via SMS message. If you've already waited 24 hours and are still not receiving the codes, check with your phone carrier to see if they are blocking our SMS messages.

I got a new phone number and still have my old number

  1. Sign in to your account normally with your username and password and 2FA code from your old number
  2. Go to your Security Settings page: https://www.coinbase.com/settings/security_settings
  3. Verify your new phone number
  4. Set your new phone number as the Primary number
  5. (optional) Delete your old number

I got a new phone number and no longer have my old number

  1. Sign in to your account normally with your username and password.

  2. When prompted for a 2-factor authentication code, select "Code not working?"

    Note: If you do not get this prompt after providing your username and password try logging in on an Incognito browser or clearing your cache and trying again.

  3. You will need to provide the old phone number associated with your account as well as a new phone number. For security reasons, you will then be prompted for:

    1. Images of the front and back of your photo ID

    2. A webcam photo of yourself, taken at the time of the prompt

  4. Once all steps have been completed and a 48-72 hour security waiting period has completed, your phone number will be updated

I got a new phone number and can't remember my old number

Try to remember your old number or find a record of it in your files. Without this number the account recovery process will take much longer.

If you truly cannot remember or locate your old number, contact our support team and let us know that you don't remember your phone number.

For the fastest resolution, please select "Login Issue" as the category and "2 Factor Authentication - SMS" as the sub-category.
 
 

Landline/VOIP

It is not possible to receive 2-factor authentication codes delivered via voice call.  We recommend using an Authenticator app instead of a landline whenever possible. If you registered with a landline and cannot access your account, refer to this page.



Tips for a successful Account Recovery 

Troubleshooting tips for uploading and verifying your ID:

  • Photos of your ID can be uploaded. They do not have to be taken by the webcam. Try using your phone camera or a scanner to take clear pictures of the ID.
  • Take the picture in a well lit area. Natural light works best.
  • Try to use indirect light for your ID to avoid glare.
  • If your webcam can be moved, try setting the ID flat on a tabletop and moving the camera instead of moving the ID.
  • Try to have a plain background, like a white piece of paper. Holding it in your fingers can confuse the focusing lens.
  • Use an up-to-date version of the Chrome browser.
  • Clear your browser cache, restart the browser, and try again.
  • Wait 30 minutes between attempts.


Tips for your selfie:

  • Make sure light is coming from in front of you, not behind you, so your face is clearly visible.
  • Face the camera directly and try to include from the shoulders to the top of your head.
  • Try to have a plain wall as a background.
  • Try to have indirect light and no backlight.
  • Do not wear sunglasses or hats during this process.
  • If you were wearing glasses in your ID photo, try wearing them in your selfie photo. If you were not wearing glasses in your ID photo, try removing them for your selfie photo.

 

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