Need to reset or restore your 2FA?

What is in this Article?

Recover your account via SMS

If you have lost access to your 2FA token and have SMS 2FA enabled, you can recover via SMS 2FA.

1. Please head to CoinSpot's login page - https://www.coinspot.com.au/login 

2. Enter your email address & password and select 'Login'.

3. Then select, 'Recover my account via SMS'.
An SMS token will then be sent to the mobile number linked to your CoinSpot account.
Enter the 6 digit code you receive via SMS into the Two Factor Code field to regain access to your account.

Once you have successfully logged in via the CoinSpot Website, please proceed to the next step to reset your 2FA.

• Reset 2FA - Current 2FA code or mobile number required

                                                  Figure 1. Recover account via SMS - (Login Page - 2FA Stage)

If your mobile phone number has changed, please submit an Authorisation Photo to
Account Recovery (Change Mobile Number).

Reset 2FA - Current 2FA code or mobile number required

Once logged into your CoinSpot account, locate the security page under Account Menu.

1. Select My Account Menu⁽¹⁾ > Security⁽²⁾.
Direct link to the Security page can be located here.
For users who are using the mobile web browser to access their CoinSpot account and attempting to locate the Security page, please have a read of our Locating My Account Menu article.

                                                  Figure 2. Resetting 2FA using SMS 2FA - (Locating My Account Menu - Security)

2. Locate Two Factor Authentication (2FA)⁽¹⁾ > Turn Off Two Factor Authentication⁽²⁾.

                                                  Figure 3. Resetting 2FA using SMS 2FA - (Turn off 2FA)

3. You will then need to authorise turning 2FA off by entering the 2FA code displayed on your current device.
⭑Optional: Tap on 'Send Two Factor Code via SMS' to receive SMS 2FA.
Select this if you do not have access to your CoinSpot 2FA codes saved on your Google Authenticator app. An SMS code will be sent to your mobile number linked to your CoinSpot account.

                                                  Figure 4. Resetting 2FA using SMS 2FA - (Disabling App Based 2FA)

4. Once 2FA has been successfully turned off, you will be able to enable this again, please have a read of our How to setup 2FA article.

                                                  Figure 5. Resetting 2FA using SMS 2FA - (2FA Successfully Disabled)

Unbinding 2FA - Duplicate 2FA tokens

Users who have duplicate/old 2FA tokens and wish to restart the process of setting up App Based 2FA can utilise the instructions below. This process is to erase your old 2FA token if you have already disabled your 2FA on your CoinSpot account. Afterwards, this will allow you to set up 2FA again without any confusion.

Android & Apple Devices

1. Head on over to your Google Authenticator App
2. Locate your CoinSpot 2FA token
3. Swipe from right to left
4. Tap on 'Remove Account'
5. Afterwards, please setup 2FA using our How to set up 2FA article as a guide.

Restore your 2FA - Secret Key Required

This is an example of your Secret Key - PBBXYXDXIXBXWXSXIX7XQXTXJXZXGX3X

A Secret Key/Secret Code would have been displayed above the QR code when 2FA was initially set up on your account. If you have your Secret Key saved, you will be able to utilise this.

*The instructions below are for the Google Authenticator App

 1. In the Google Authenticator App, select the '+ Icon'  > Then tap on 'Enter a setup key'.

                                                  Figure 7. Restoring 2FA - (Google Authenticator - Enter a setup key)

2. Enter the Account Name, you can name this as CoinSpot and your CoinSpot email address for ease of locating.

Then enter your saved Secret Key into the 'Your key' field.

                                                  Figure 8. Restoring 2FA - (Secret Key)

3. This will add your token to your Authenticator on your new device or restore access to your original 2FA code. 

Account Recovery (Reset 2FA) - Missing 2FA code & mobile number

Account Recovery (Reset 2FA)

1. Visit the Account Recovery page here.

2. Then select 'Recover My Account'.

                                                  Figure 9. Account Recovery - Reset 2FA - (Recover My Account)

3. Select I have lost my 2FA Code⁽¹⁾ > Enter your Email Address⁽²⁾ > Press Submit Reset 2FA Request⁽³⁾. Direct link can be located here.

                                                  Figure 9. Account Recovery - Reset 2FA - (2FA Reset Button)

4. Review the details and instructions required to take your Authorisation photo.

                                                  Figure 10. Account Recovery - Reset 2FA - (Authorisation Photo Requirements)

When reviewing the Authorisation Photo requirements and instructions, please take and upload a photo holding your photo ID (e.g. drivers licence or passport) and the statement as shown in the example. Ensure you include all the details and follow the instructions carefully to ensure we can process your change email request in a timely manner. 

For security reasons, incomplete photos and statements will be rejected and will be required to be submitted again.

5. Upload your Authorisation Photo by selecting 'Upload a File' and follow the reCAPTCHA then select 'Submit Documents'.

                                                  Figure 11. Account Recovery - Reset 2FA - (Uploading your Authorisation Photo)

6. Congratulations, you have successfully uploaded your Authorisation Photo. A team member will review this and you will receive an email to confirm your 2FA has been reset!

                                                  Figure 12. Account Recovery - Reset 2FA - (Photo Successfully Submitted)

A team member will review this and you will receive an email to confirm the 2FA reset is complete. 

Need more help? 

Please submit your request via Zendesk - https://coinspot.zendesk.com/hc/en-us/requests/new

or start a conversation with us via Live Chat and our team will provide full instructions and advice.