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 are 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.

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

  • Sign-in attempt from an unrecognized device

  • Sign-in attempt from a unrecognized phone number

  • Sending crypto out of your Coinbase account

Learn about the various types of 2-step verification.

  • 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.

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.

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

If you are using a NEW SIM card with your old number, please follow instructions for I have a new phone number and no longer have my old number below instead.

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 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

  3. 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 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.

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.

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 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

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.

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 receiving the prompts but getting an error message, you can select 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).

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

  1. Sign in to your account with your username and password

  2. When prompted for your security key authentication, select Try another way > Update your security key

  3. 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 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

If you are still having trouble with 2-step verification, visit the following article:

2-Step verification and account recovery

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