Learn about 2 step verification and the various types of 2-step verification here.
Troubleshooting by 2-Step Verification type
Review the troubleshooting steps below, which are separated by 2-step verification type.
Not receiving the SMS (text) codes
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
If you're using an authenticator app (like Google or Duo), you won't get SMS codes sent to your phone. You will need to use your authenticator app for codes instead
Note: 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
If you continue to attempt SMS verification, and are receiving an invalid error, a common reason for this happening is that too many requests are happening back to back. This can invalidate some of the codes before they're able to get to you, as they can take up to 60 minutes to arrive. We recommend trying re-trying SMS verification, requesting the codes only one time within a 60 minute timeframe.
You may also 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 Duo and Google Authenticator (TOTP) Troubleshooting section on this page for further help.
Additionally, you can choose the Try Another Way option. If you’re using SMS as your primary 2FA, Coinbase Security Prompt (Push Notification for 2FA) will be shown as an alternative 2FA method if you have previously enabled it on your account.
New phone, old phone number
If you have a new phone number and still have your old number:
Sign in to your account with your username, password, and 2-step verification code from your old number
Go to your Security Settings page
Verify your new phone number
Set your new phone number as the Primary number
(optional) Delete your old number
If you are using a NEW SIM card with your old number, please follow instructions for new phone, new number below instead.
New phone, new phone number
Note: This process takes 48-72 hours
If you have a new phone number and no longer have your old number:
Sign in to your account with your username and password
When prompted for a 2-step verification code, select Try another way > Update your phone number
Note: If you do not get this prompt after logging in, try logging in on an incognito browser or clearing your cache and trying again
For security reasons, you'll be asked to provide:
A photo of the front and back of your photo ID
A photo of yourself taken live by webcam (this process must be completed through the website and cannot be completed using the mobile app.)
Once you complete all the steps above, you should be able to sign in to your account after 48-72 hours. You’ll receive an email confirmation once the review has been completed, then you can log in and update your phone number in your account settings.
Note:
Once account access has been restored, sends will be disabled for 24 hours. After that period, you should have full trading capabilities.
If you log in while the review is still in progress, you’ll be required to enter the PIN code you received during the initial account recovery steps.
Updating TOTP, new mobile device, old number
You want to use your new mobile device instead and still have your old mobile device and/or old phone number:
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)
Go to your Security Settings page
Regenerate your secret key (Note: regenerating your secret key will invalidate your old device tokens)
Scan the new secret key with your new Authenticator device
For more info, visit the following help article: Restoring 2-step verification from a secret seed.
No access to your old device? Disable authenticator
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.
Disable your authenticator:
1. From a computer, sign in to Coinbase using your email address and password.
2. When prompted for a 2-step verification code, select Try another way > Update your authenticator app
Note: If you do not get this prompt after logging in, try logging in on an incognito browser or clearing your cache and trying again
3. 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.
The account recovery process usually takes 48-72 hours to complete, but can sometimes take longer. When the recovery process has completed and your account has been verified, you will receive an email confirmation and should be able to log in to update your 2FA method in your account settings.
If you log in from a new device while the review is still in progress, you’ll be required to enter the PIN code you received during the initial account recovery steps.
Once account access has been restored, sends will be disabled for 24 hours. After that period, you should have full trading capabilities.
New phone, new phone number
You'll need to first update your phone number in order to disable the authenticator app on your previous phone. You’ll then need to complete the account recovery process to enable the authenticator app on your new phone (this may take 48-72 hours).
To disable your authenticator app:
From a computer, sign in to Coinbase using your email address and password.
When prompted for a 2-step verification code, select Try another way > Update your phone number
Note: If you do not get this prompt after logging in, try logging in on an incognito browser or clearing your cache and trying again
Follow the rest of the instructions to complete an Account Recovery.
For security reasons, you'll be asked to provide:
A photo of the front and back of your photo ID
A photo of yourself taken live by webcam (this process must be completed through the website and cannot be completed using the mobile app.)
The account recovery process usually takes 48-72 hours to complete, but can sometimes take longer.
When the recovery process has completed and your account has been verified, you will receive an email confirmation and should be able to log in to update your 2FA method in your account settings.
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.
If you’re not receiving the prompts, select to resend the security prompt (if you haven’t already).
If you’re receiving the prompts but getting an error message, you can select to resent the security prompt, or Try another way from the prompt to receive a text message instead.
If you’re not receiving the prompts on your mobile device, kindly check the following:
If you're using an authenticator app (like Google or Duo), you won't get Coinbase Security Prompt notifications. You’ll either need to use your authenticator app for codes, or switch to Coinbase Security Prompt.
Check your mobile device settings to make sure that notifications are enabled for the Coinbase mobile app (note that this is different from the notification settings in your Coinbase mobile app). Learn more about checking your device settings on Android or iOS.
Make sure you have a stable internet connection. A poor connection can result in delayed or missed push notifications. Try the following:
Turn on/off your WiFi connection
Try switching to mobile data
Temporarily turn off your VPN/Proxy connection (if applicable)
Close any other apps to reduce bandwidth allocation
Make sure you’re using the latest version of the Coinbase mobile app (you can verify by checking the app store for iPhone or Android.)
Make sure you’re using the latest version of your phone software (please be advised that the mobile app may not work on a rooted/jailbroken phone).
If you’re still having trouble receiving Coinbase Security Prompt notifications after following the above recommendations, please contact us and provide a brief summary of the issue (a screenshot/screen recording is recommended for us to better troubleshoot the issue).
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
How to update your security key to a new key
Sign in to your account with your username, password, and 2-step verification code from your old number
Go to your Security Settings page
Select Manage next to the security key name
Under your security key management window, select remove for the key you would like to remove from your account
Select the 2-step verification method to replace the security key
You lost or broke your security key
Sign in to your account with your username and password
When prompted for your security key authentication, select Try another way > Update your security key
Follow the remaining instructions
The account recovery process usually takes 48-72 hours to complete, but can sometimes take longer. When the recovery process has completed and your account has been verified, you will receive an email confirmation and should be able to log in to update your 2FA method in your account settings.
If you log in while the review is still in progress, you’ll be required to enter the PIN code you received during the initial account recovery steps.
Once account access has been restored, sends will be disabled for 24 hours. After that period, you should have full trading capabilities.
How to remove a security key?
Go to your Security Settings page
Select Manage, then select Remove (all security keys linked to your account will be removed)
Set up another 2-step verification method
Still unable to sign in?
If you're not able to sign in and complete 2-step verification after troubleshooting, contact customer support. Please note that we may ask you to submit your ID or documentation through SendSafely to regain access.
