Troubleshooting 2-factor authentication

Jun 08, 2017
This page contains troubleshooting steps for the various 2-factor authentication code options provided by Coinbase. For information on setting up 2-factor authentication, please see this page: How do I set up 2-factor authentication?

Authenticator
Authy
SMS or Text message
Phone number changed
Landline
 

Authenticator

When Google Authenticator or a similar authenticator app is enabled on your account, it will no longer be possible to authenticate using 2-factor authentication codes generated by the Authy app or SMS/text. Since Authenticator apps are not susceptible to phone number porting, we recommend it as the most secure 2-factor authentication solution for your Coinbase account.
 

Code not working

If you're using Authenticator and codes are not working, please 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.

To learn more about Authenticator: Managing Google Authenticator
 

Device lost

If you've lost your Authenticator device and have access to your secret seed
See how to restore your account here.

If you've lost your Authenticator device and do not have access to the secret seed
Recover your account by selecting the "Code not working?" link after providing your username and password. Note that this must be done on the Coinbase website, not the mobile application.

 

Authy App

When an Authy app is configured and registered with your phone number, it will no longer be possible to authenticate using 2-factor authentication codes generated by SMS/text.

If you have lost your Authy device and your phone number has remained the same, you can quickly reset your 2-factor authentication by installing the Authy app on your smartphone (Android and iOS) or your computer (Chrome Extension) or by visiting https://www.authy.com/phones/reset.

If you have obtained a new phone number, you will need to perform a number change via Authy. To change or update your phone number on file please visit: https://www.authy.com/phones/change. Click the 'I don't have access to my phone' button at the bottom of the page to initiate the process. Please note that this change can take between 48-72 hours to complete in order to ensure your account security during the process.


SMS/Text

Code not working

On the 2-factor authentication page there will be a link with additional options if you are having trouble receiving a code via SMS or if your code was incorrect. If you have installed and added the Authy or Google Authenticator apps to your device, this option will not be available. If this is the case, please refer to the section of this article that pertains to your 2-factor authentication configuration.


Clicking 'Code not working?' will allow you to request another verification code to be sent

If the 'Code not working?' link is not shown and you have used an Authy app in the past, perform a 2-factor authentication reset here: https://www.authy.com/phones/reset and then log in to your Coinbase account again to find the link. 

If you have an iPhoneAndroid phone, or the Chrome browser you may increase your security by installing Google Authenticator or the Authy app to generate the 2-factor authentication codes locally on your device instead of receiving an SMS message.

Not Receiving SMS Codes

There may be several reasons why you aren't receiving SMS messages:
  • If you are using an app for your 2FA codes, such as Google Authenticator, you will not receive SMS to your phone.
  • Occasionally, due to issues with the SMS network itself, these codes may be undeliverable to some users. To prevent this, it is recommended to use Google Authenticator or another TOTP app for 2-factor authentication in your Coinbase account if possible, as they do not require internet connectivity or SMS coverage once configured. If you become locked out of your account during this type of outage, please contact Coinbase support.
 

Phone Number Changed

If you have a new phone number and are unable to sign in, the phone change process will vary based on the method you use to receive 2-step verification codes.

If you are using SMS for your security codes:
  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?"
  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. An identity document
    2. A photo of yourself
  4. Once all steps have been provided and the waiting period completed, your phone number will be updated
If you are using the Authy app, complete the phone change process with Authy, our 2-factor authentication partner. Once completed, the phone number on your Coinbase account will be updated automatically. 
 

Landline

It is no longer possible to receive 2-factor authentication codes delivered via voice call.  We recommend using Google Authenticator instead of a landline whenever possible.

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