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 multi-factor authentication.

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

You may be able to access your account by answering verification questions. To determine your eligibility, proceed with the recommended solution for your situation and follow the prompts that may appear.

SMS or push notifications

Tips:

  • Use the same device for the entire outlined process.

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

  • Once your identity is verified and you sign in to your account again, do not sign out until you've entered and verified your phone number.

  • After completing the process, you may be unable to send funds off of Coinbase for 24 hours.

  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 account recovery 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; this involves uploading photos of your ID and taking a selfie.

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

    • The PIN is the 2-step verification code you'll use to sign in once your identity is verified.

  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, use the PIN you saved to sign in to your account.

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

  11. Select Manage and 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 Upgrade your two-factor authentication.

  4. Select the method you prefer and choose Add.

  5. Follow the remaining prompts.

  6. Remove the old method.

Authenticator app

Tips:

  • Use the same device for the entire outlined process.

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

  • Once your identity is verified and you sign in to your account again, do not sign out until you've entered and verified your phone number.

  • After completing the process, you may be unable to send funds off of Coinbase for 24 hours.

  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 account recovery 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; this involves uploading photos of your ID and taking a selfie.

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

    • The PIN is the 2-step verification code you'll use to sign in once your identity is verified.

  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, use the PIN you saved to sign in to your account.

  10. Locate 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 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 Upgrade your two-factor authentication.

  4. Select the method you prefer and choose Add.

  5. Follow the remaining prompts.

  6. Remove the old method.

Code / PIN

First, access the account recovery page and complete identity verification. You must know your password to start the account recovery process.

Other options: DUO or Google Authenticator TroubleshootingSMS/Text Troubleshooting

If you're not receiving 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.

  2. If you don't receive a code, access the account recovery page and complete identity verification.

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

If you're 2-step verification method on your account is not up-to-date, follow the steps outlined above to update your method.

Other option: SMS/Text Troubleshooting

Security key and Passkey solutions

Tips:

  • Use the same device for the entire outlined process.

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

  • Once your identity is verified and you sign in to your account again, do not sign out until you've entered and verified your phone number.

  • After completing the process, you may be unable to send funds off of Coinbase for 24 hours.

  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 account recovery 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; this involves uploading photos of your ID and taking a selfie.

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

    • The PIN is the 2-step verification code you'll use to sign in once your identity is verified.

  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, use the PIN you saved to sign in to your account.

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

Further troubleshooting information can be found here.

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

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

Troubleshooting may be necessary.

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