2-step verification - Update or Troubleshoot

Below, you'll find information that assists with common issues that involve the 2-step verification process like updating your phone number or authenticator app, resolving one-time code errors and troubleshooting security keys or passkeys.

Two-step verification is added security to protect your account, alongside your username and password. It is also known as 2FA or second-factor authentication.

Always ensure that your device and device software is updated and you have a stable internet connection, if needed, for your verification method.

Expand the section that describes what you’re experiencing with your 2-step verification method.

SMS (text) or Security Prompt (app push notifications)

Tips:

  • Use the same device for the entire account recovery process.

  • ID verification can take 10 minutes to 48 hours – you’ll receive a confirmation email once complete.

  • Once you regain account access, do not sign out until you've entered and verified your phone number.

  • After your identity has been verified, you may be unable to send funds off of Coinbase for 24 hours.

To sign in to your account, you must complete account recovery by reverifying your identity:

  1. Sign out of your account if you’re signed in.

    • If you're using a browser, close all open Coinbase.com tabs.

  2. Access the Coinbase.com sign-in page.

    • You must know your password to start the recovery process.

  3. Enter your email address and password as usual.

  4. Select Having trouble? Try another way.

  5. Select Update your phone number.

  6. Reverify your identity by either:

    • Uploading photos of your ID and taking a selfie video, or

    • Submitting answers to questions about your identity.

  7. Write down or take a screenshot of the PIN provided.

  8. Confirm that you've saved your PIN and we'll start reverifying your identity.

  9. When you receive the confirmation email that your identity has been verified, sign in to your Coinbase account.

    • You may be prompted to enter your recovery PIN.

  10. Locate the phone number that needs to be updated and select Update.

  11. Enter your new phone number or confirm your existing phone number is entered correctly. A new verification code will be sent to this number.

  12. Enter the new code you received on your phone. You should be able to sign in and out of your account again.

To update your 2-step verification method, add a new one before removing the old one.

  1. Sign in to your Coinbase.com account.

  2. Access your Security settings page.

  3. Select 2FA settings.

  4. Select the method you prefer and choose Add.

    • For example, if you want to change your phone number, select Text Message (SMS) and add a new phone number.

  5. Follow the remaining prompts.

  6. If you've added a new phone number, select the three dots next to the phone you added and select Set as Primary.

  7. Remove the old method.

Authenticator app

Tips:

  • Use the same device for the entire account recovery process.

  • ID verification can take 10 minutes to 48 hours – you’ll receive a confirmation email once complete.

  • Once you regain account access, do not sign out until you've entered and verified your phone number.

  • After your identity has been verified, you may be unable to send funds off of Coinbase for 24 hours.

To sign in to your account, you must complete account recovery by reverifying your identity:

  1. Sign out of your account if you’re signed in.

    • If you're using a browser, close all open Coinbase.com tabs.

  2. Access the Coinbase.com sign-in page.

    • You must know your password to start the recovery process.

  3. Enter your email address and password as usual.

  4. Select Having trouble? Try another way.

  5. Select Update your authenticator app.

  6. Reverify your identity by either:

    • Uploading photos of your ID and taking a selfie video, or

    • Submitting answers to questions about identity.

  7. Write down or take a screenshot of the PIN provided.

  8. Confirm that you've saved your PIN and we'll start reverifying your identity.

  9. When you receive the confirmation email that your identity has been verified, sign in to your Coinbase account.

    • You may be prompted to enter your recovery PIN.

  10. Locate your Authenticator app and choose Select.

  11. Copy the QR code and paste into your authenticator app.

    • You may need to add Coinbase by searching for it.

  12. Select Next.

  13. Name the account then select Done.

  14. Copy the one-time code of the new authenticator app and paste it in the Coinbase app. 

  15. Select Done then choose Enable.

  16. You should be able to sign in and out of your account again.

To update your authentication app, add a new one before removing the old one.

  1. Sign in to your Coinbase.com account.

  2. Access your Security settings page.

  3. Select 2FA settings.

  4. Select the method you prefer and choose Add.

    • For example, if you want to change your phone number, select Test Message (SMS) and add a new phone number.

  5. Follow the remaining prompts.

  6. If you're adding a new phone number, select the three dots next to the new phone you added and select Set as Primary.

  7. Remove the old method.

Code/PIN

To sign in to your account, you must complete account recovery by reverifying your identity:

  1. Access the Coinbase.com sign-in page.

  2. Enter your email address and password as usual.

    • You must know your password to start the account recovery process.

  3.  Reverify your identity by either:

    • Uploading photos of your ID and taking a selfie video, or

    • Submitting answers to questions about your identity.

If don't receive a code and the 2-step verification method on your account is up to date:

  1. Select Resend one time. Wait up to 60 minutes.

    • Multiple, consecutive requests can interrupt code generation and delivery.

If you don't receive a code:

  1. Select Having trouble? Try another way.

  2. Select the preferred method.

  3. Reverify your identity by either:

    • Uploading photos of your ID and taking a selfie video, or

    • Submitting answers to questions about your identity.

Security key

The following troubleshooting steps may help resolve your issue. Retry the security key after each step:

  1. Remove the key from the port and insert again.

    • A light should appear on the key.

  2. Close and reopen your browser.

  3. Clear your cache and cookies from your browser.

  4. Check to make sure your key supports WebAuthN/Fido2 standard.

    • Confirm this with your key manufacturer.

If these steps are unsuccessful, follow the directions below.

Tips:

  • Use the same device for the entire account recovery process.

  • ID verification can take 10 minutes to 48 hours – you’ll receive a confirmation email once complete.

  • Once you regain account access, do not sign out until you've entered and verified your phone number.

  • After your identity has been verified, you may be unable to send funds off of Coinbase for 24 hours.

To sign in to your account, you must complete account recovery by reverifying your identity:

  1. Sign out of your account if you’re signed in.

    • If you're using a browser, close all open Coinbase.com tabs.

  2. Access the Coinbase.com sign-in page.

    • You must know your password to start the recovery process.

  3. Enter your email address and password as usual.

  4. Select Having trouble? Try another way.

  5. Select Update your security key.

  6. Reverify your identity by either:

    • Uploading photos of your ID and taking a selfie video, or

    • Submitting answers to questions about your identity.

  7. Write down or take a screenshot of the PIN provided.

  8. Confirm that you've saved your PIN and we'll start reverifying your identity.

  9. When you receive the confirmation email that your identity has been verified, sign in to your Coinbase account.

    • You may be prompted to enter your recovery PIN.

  10. Follow the remaining prompts to add a new security key and remove the old one.

Passkey

If you lose access to your passkey, you can still sign in to Coinbase with your email, password and 2-step verification. 

If you lose access to a device with your passkey stored, you may still have access, depending on where you stored the passkey. If you stored it on the browser (Chrome), Cloud/Microsoft/Google Cloud or password manager, you can access it from any other device connected to the passkey's storage.

Separately, you can update your passkey within your Apple, Google or Microsoft account.

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