2-step verification troubleshooting

Try this first

If you're having trouble completing 2-step verification to sign in to your account, make sure your mobile device software and Coinbase app up to date. If you're using a browser to sign in, make sure you're using the latest version of Chrome. Clearing your cache and restarting your browser can also help.

Lost email access?

If you've lost access to the email address associated with your Coinbase account, locked yourself out of your account, or lost access to your account, please start here.

If you're using SMS verification

You'll need the mobile device and phone number associated with your Coinbase account in hand in order to successfully complete 2-step verification.

What is 2-step verification?

Coinbase offers 2-step verification, known also as 2-factor (2FA) or multifactor authentication, as an added security layer in addition to your username and password.

With 2-step verification enabled on your account, you'll need to provide a unique verification code sent to your phone in addition to your username and password.

Some events that can trigger 2-step verification

  • Signin attempt from an unrecognized device
  • Signin attempt from a unrecognized phone number
  • Sending crytpo out of your Coinbase account

Note: Coinbase no longer supports Authy. Scroll down to the Authy section for further info.

Learn about the various types of 2-step verification.

I'm not receiving the SMS (text) codes

  • If you're using an authenticator app (like Google or Duo), you won't get SMS codes sent to your phone. Please use your authenticator app for codes instead
  • Due to issues with the SMS network itself, codes may not get delivered to everyone. You may want to instead use an authenticator app to complete this step, since they don't require internet connectivity or SMS coverage
  • Your SMS inbox may be full. Try deleting some messages from your inbox and request another code
  • After several requests to resend the SMS code, our system may temporarily stop sending them as a security measure. After 24 hours we'll resume sending codes via SMS. If you've already waited 24 hours and still aren't receiving the codes, check with your phone carrier to see if they're blocking our SMS messages

The SMS codes aren't working

You may be using TOTP authenticator rather than SMS for verification. Check your security settings to see. If you are using a TOTP authenticator, scroll down to the TOTP authenticator section on this page for further help.

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

  1. Sign in to your account with your username, password, and 2-step verification code from your old number
  2. Go to your Security Settings page
  3. Verify your new phone number
  4. Set your new phone number as the Primary number
  5. (optional) Delete your old number

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

  1. Sign in to your account with your username and password
  2. When prompted for a 2-step verification code, select Unable to submit a one-time code?
    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'll be asked to provide:
    • A photo of the front and back of your photo ID
    • A webcam photo of yourself, taken at the time of the prompt

Once you complete all the steps, your phone number will be updated after the 48-72 hour security waiting period has passed.

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. 

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

Duo and Google Authenticator (TOTP)

I want to use my new mobile device instead and still have my old mobile device

  1. Sign in to your account with your username, password, and 2-step verification code from your old device (if your old device doesn't have internet service, you'll need to connect to trusted wi-fi network)
  2. Go to your Security Settings page
  3. Regenerate your secret key (Note: regenerating your secret key will invalidate your old device tokens)
  4. Scan the new secret key with your new Authenticator device

I no longer have access to my old mobile device

If you're using an authenticator app and no longer have access to your old mobile device, but remember the phone number associated with your account, you'll need to first disable your authenticator app in order to complete the account recovery process.

To disable your authenticator:

1. From a computer, sign in to Coinbase using your email address and password.

2. When prompted for your 2-step authentication code, click the "Unable to submit a one-time code?" link. If you do not get this 2-step prompt after logging in, try clearing your browser cache and/or following the above steps in your browser's "private" or "Incognito" mode.

3. Select "I have lost my Authenticator App."

4. Follow the rest of the instructions to complete an Account Recovery.

Please note that, while the pictures of the front and back of your ID can be uploaded from files, the photo of your face will need to be taken live by webcam. This process must be completed through the website and cannot be completed using the mobile app.

This process may take 48-72 hours to complete. You will receive a confirmation that the process has been completed. You will then be able to login via SMS on your verified phone. Please note, for security reasons, we are not able to remove 2-factor authentication completely.

My codes aren't working

Check that the clock on your device is set to the correct timezone. An incorrect clock can cause codes to be out of sync.

I no longer have access to my old mobile device and can’t remember my old number

Try to remember your old number or find a record of it in your files. 

If you cannot remember your old number and no longer have access to your mobile device, contact our support team and let us know that you don’t remember your phone number.

Authy (TOTP) - Not Supported

Authy is no longer supported on Coinbase, but these steps will help you disable Authy and add a new authenticator. 

Steps for diabling Authy (you will need to verify your identity):

1. Sign in at https://www.coinbase.com/ using your email address and password
2. When prompted for your 2-step verification code, select the “Unable to submit a one-time code?” link. If you don't receive this 2-step prompt when signing in, try clearing your browser cache and/or following these steps in your browser’s “private” or “Incognito” mode
3. Select “I have lost my Authenticator App”
4. Follow the rest of the instructions to complete the process (these require a government-issued ID)

If you're having trouble with the identity verificaiton process, please see this article for additional support. 

This process may take 48-72 hours to complete. You'll receive a confirmation email stating that the process has been completed. You'll then be able to sign in via SMS sent to your verified phone. Please note that for security reasons, we are not able to remove 2-step verification completely, so you will need to at least have SMS, but we recommend a secuirty key or TOTP autheticators like Google or Duo

Security Keys

My security key isn't working

  • Remove the key from the port and insert again. A light should appear on the key
  • Close and reopen your browser and then try again
  • Clear your cache and cookies from your browser and try again
  • Check to make sure your key supports WebAuthN / Fido2 standard. You can confirm with your key manufacturer 

I want to update my security key to a new key

  1. Sign in to your account with your username, password, and 2-step verification code from your old number
  2. Go to your Security Settings page
  3. Select Manage next to the security key name
  4. Under your security key management window, select remove for the key you would like to remove from your account
  5. Select the 2-step verification method to replace the security key

I lost or broke my security key

 
Please contact our support team and let us know you lost or broke your security key.

How do I remove a security key?

  1. Go to your Security Settings page 
  2. Select Manage, then select Remove (all security keys linked to your account will be removed)
  3. Set up another 2-step verification method

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