Support FAQ

2-Step verification and account recovery

Try this first

  • 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.

  • If you were previously using an authenticator app (like Google Auth or Duo) and you recently got a new phone, 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).  

  • If you’re using an authenticator app, you won't get SMS codes sent to your phone. Please use your authenticator app for codes instead.

  • 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.

  • If your SMS or Google Auth codes are not 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 the above suggestions don't work, we have highlighted other steps to resolve 2-step verification and account recovery issues for the following scenarios:

New phone, old phone number - Google Authenticator 

  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

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