If your Google Authenticator (TOTP) is unavailable, you can choose to reset or modify it.
How to Reset TOTP When 2FA is Unavailable?
If you have only bound TOTP, or if both TOTP and other 2FA tools are unavailable, you can follow the steps below to reset your 2FA tools:
1. Visit CoinEx’s official website (https://www.coinex.com) through a browser. Click Log In and enter your email and password. On the security verification page, click [Security verification unavailable?], or go to [Help Center] > [Reset TOTP Authenticator].
2. Read the [Reset instructions], tick the agreement checkbox, and click [Confirm reset].
3. Enter your email, click [Password Verification] to fill in your password, and click [Next].
If you can't remember your password, please click [Forgot Password] to submit documents for verification.
After resetting TOTP, you will be able to change the password.
🔗 Explore More: How to Reset Login Password (Web)
4. Get and enter the email verification code, then click [Next].
5. After verification, you will need to answer security questions or submit documents for review.
Option 1: Answer Security Questions
(1) Read the reminder carefully, and click [Start now].
(2) There are 4 questions related to your account. Each question has one or more correct answers. Please choose the correct answers based on your account details.
(3) If your answers are all correct, your TOTP will be reset successfully. Click [Back] to log in to your account and rebind TOTP ASAP.
Note:
- You have only 3 attempts to answer the questions. If you fail, you can choose [Continue] or [Submit Documents] for manual review to reset your TOTP.
- If you run out of all attempts, you can only reset your TOTP by submitting documents for manual review.
Option 2: Complete Biometric Verification (for accounts that have completed Primary Verification)
The system may require you to submit information for manual review under the following circumstances:
- All answer attempts are used up.
- Either the security tool or the password is unavailable.
- High-value asset accounts.
(1) Click [Facial Verification].
(2) Click [Continue].
(3) Select [Continue on this device] or [Continue on phone] based on your device.
(4) Select your country of residence, then click [Continue].
(5) Click [Continue] and start facial verification. Here are tips for a smooth verification process:
- Prepare your camera: Ensure your camera is functioning properly.
- Choose a well-lit area: Complete the authentication in a well-lit space, avoiding dark or backlit environments.
- Ensure your face is within the frame: Make sure your face is fully visible and centered within the frame.
- Avoid wearing hats, glasses, or masks: To ensure successful authentication, please avoid wearing hats, glasses, or masks.
After submitting your biometric verification, please be patient as we review your submission.
Note: Even if biometric verification is successful, if your Primary verification is invalid to verify your account ownership, your application may still be rejected. In this case, additional information will be required to reset your TOTP.
Case 3: Validate Email screenshot and Historical Deposit/Withdrawal Records from Third-Party Platforms with Screenshots
(1) Screenshot of a history email sent by CoinEx
- LIMITED to notifications on deposits, withdrawals, and successful signup or login.
- The screenshot should include your email address and the email body
(2) Transaction screenshot from the counterparty
- For deposits to CoinEx, take a screenshot from the App or website where you SENT the funds.
- For withdrawals from CoinEx, take a screenshot from the App or website where you RECEIVED the funds.
- Crypto name, amount, time, and address or TXID should be included in the screenshot.
- The screenshot taken from email inbox or block explorer will NOT be accepted.
Notes:
1. For account security, withdrawal will be suspended for 24 hours after resetting TOTP.
2. TOTP will be disabled after reset. To secure your assets, please bind 2FA ASAP.
How to Modify or Unbind TOTP When 2FA is Available?
If TOTP is unavailable but other 2FA tools are still accessible, you can follow the steps below to modify or reset your TOTP:
1. Visit CoinEx official website (https://www.coinex.com), log in to your account, and select [Security Settings] from the dropdown menu under the [Avatar] icon in the top-right corner.
2. On the "Security Settings" page, click [Manage] to the right of "TOTP Verification". You can select [Change] or [Unbind] TOTP verification.
3. If you'd like to change or unbind TOTP verification, please follow the instructions and click [Continue] to proceed.
The steps of changing and unbinding TOTP verification are the same. Take changing TOTP verification as an example.
4. Obtain and enter the "Email verification code", then click [Next].
5. Select an appropriate Two-Factor Authentication (2FA) method (e.g., SMS/TOTP/Passkey) for verification. Then click [Next].
Notes:
(1) If the current 2FA tool is unavailable, click [Switch verification tool] to use an alternative method to verify.
(2) If all of your other 2FA security tools are unavailable, please click [Security authentication unavailable?] to reset the security tool. Once the tool is reset, you can change your TOTP.
(3) The TOTP unbinding process is completed after verifying the 2FA tool. Please decide whether to rebind as needed.
6. Open Google Authenticator, tap [+] at the bottom-right, then select [Scan a QR code] or select [Enter a setup key] to manually enter the account name and 32-digit key.
Note: Please store your 32-digit key offline. For example, you can write the key down on paper and store it in a safe place, or back it up on a device that is not connected to the internet. Avoid storing the key on connected devices or in the cloud to prevent theft or leakage. Proper management of your key is crucial for ensuring your account's security.
7. Enter the new 6-digit "TOTP code", then click [Next].
8. TOTP is changed successfully after the above steps.
Notes:
1. CoinEx will not back up your secret key. Please back up the key properly and keep it safe.
2. To avoid login troubles caused by GA code, please think twice before you uninstall Google Authenticator.
3. Avoid uninstalling Google Authenticator without caution to prevent login failures.