Support FAQ

2-Step verification and account recovery

Note

  • 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.

We have highlighted the 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

For more info, visit the following help article: Restoring 2-step verification from a secret seed.

New phone, new phone number - Google Authenticator

Note: This process takes 48-72 hours

  1. 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). 

  2. 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.

New phone, old phone number - SMS 

  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

New phone, new phone number - SMS 

Note: This process takes 48-72 hours

  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 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.


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