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2-step verification troubleshooting
This page contains troubleshooting steps for the various 2-step verification options provided by Coinbase.
Security Keys
Problem Solution
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
Sign in to your account with your username, password, and 2-step verification code from your old /p>
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
I lost or broke my security key
You will need to first complete account recovery
Once account recovery is complete, your previous security key will be automatically removed and your account will default to SMS as its primary security method
You'll then need to acquire and add another security key
How do I 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
Authenticator
Problem Solution
I want to move my 2-step verification codes to a new device while maintaining the old device
Sign in to your account with your username, password, and 2-step verification code from your old /p>
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
I lost my Authenticator device or app our support team and let us know that you've lost both your Authenticator app and
My codes are not working Check that the clock on your device is correct and set to the correct timezone. An incorrect clock can cause codes to be out of sync.
Authy
Issue
Try these actions
I lost my Authy device or app and have a new /p>
Recover your account by selecting the "Unable to submit a one time code?" link after providing your username and password. Note, this must be done on the Coinbase website, not the mobile application.
For security purposes you will need access to a webcam and pictures of a valid state-issued ID to complete this process. Once completed, you will receive 2-step verification codes by SMS to your verified
Note: If you do not get this prompt for a code after providing your address and password, try logging in on an Incognito browser or clearing your cache and trying again.
New SMS/Text
Problem
Solution
I'm not receiving SMS codes
If you're using an Authenticator app or Authy for your 2-step verification codes, you will not receive SMS to your Please use the code from the app to log in
Due to issues with the SMS network itself, codes may be undeliverable to some customers. To prevent this, it is recommended to use an Authenticator app for 2-step verification in your Coinbase account if possible, as they do not require internet connectivity or SMS coverage once configured
Your device's SMS inbox may be full. Please try deleting some messages from your inbox and request a code again
If you've tried to login several times and still have not received the codes, our system may temporarily stop sending the codes as a security measure. After 24 hours we will resume sending codes via SMS message. If you've already waited 24 hours and are still not receiving the codes, check with your carrier to see if they are blocking our SMS messages
I got a new and still have my old /p>
Sign in to your account with your username, password, and 2-step verification code from your old /p>
Go to your Security Settings page
Verify your new /p>
Set your new as the Primary /p>
(optional) Delete your old /p>
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I got a new and no longer have my old /p>
Sign in to your account with your username and password
When prompted for a 2-step verification code, select Code not working?
Note: If you do not get this prompt after providing your username and password, try logging in on an Incognito browser or clearing your cache and trying again.
You will need to provide the old associated with your account as well as a new For security reasons, you will then be prompted for:
Images of the front and back of your to ID
A webcam to of yourself, taken at the time of the prompt
Once all steps have been completed and a 48-72 hour security waiting period has completed, your will be updated
I got a new and can't remember my old /p>
Try to remember your old or find a record of it in your files. Without this the account recovery process will take much longer.
If you cannot remember or locate your old our support team and let us know that you don't remember your
For the fastest resolution, please select Login Issue as the category and 2 Factor Authentication - SMS as the sub-category.
Land
It is not possible to receive 2-step verification codes delivered via voice call. We recommend using an Authenticator app instead of a landever possible.
Tips for a successful Account Recovery
Troubleshooting tips for uploading and verifying your ID:
tos of your ID can be uploaded. They do not have to be taken by the webcam. Try using your camera or a scanner to take clear pictures of the ID
Take the picture in a well lit area. Natural light works best
Try to use indirect light for your ID to avoid glare
If your webcam can be moved, try setting the ID flat on a tabletop and moving the camera instead of moving the ID
Try to have a plain background, like a white piece of paper. Holding it in your fingers can confuse the focusing lens
Use an up-to-date version of the Chrome browser
Clear your browser cache, restart the browser, and try again
Wait 30 minutes between attempts
Tips for your selfie:
Make sure light is coming from in front of you, not behind you, so your face is clearly visible
Face the camera directly and try to include from the shoulders to the top of your head
Try to have a plain wall as a background
Try to have indirect light and no backlight
Do not wear sunglasses or hats during this process
If you were wearing glasses in your ID to, try wearing them in your selfie to. If you were not wearing glasses in your ID to, try removing them for your selfie to