CoinSpot provide several options to reset or recover your 2FA.
- Recover your account via SMS. If you do not have access to your CoinSpot account, use this option.
- Reset 2FA - current 2FA code or mobile number required
- Restore your 2FA - Manual Key Required
- Request 2FA reset - missing 2FA code and mobile number. If none of the above options work, use this option.
Recover your account via SMS
If you have lost access to your 2FA code, you can recover access to your account via SMS.
Please head to CoinSpot's login page - https://www.coinspot.com.au/login
Enter your email address and password and select 'Login'.
Once you reach the next page where you are required to enter your 2FA Code, instead 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 your account.
If you need to update the Australian Mobile Number linked to your CoinSpot account, please submit your request via Zendesk - https://coinspot.zendesk.com/hc/en-us/requests/new
Please Note - An Authorisation Photo will be required to update the contact details on your account.
If you do have access to your CoinSpot account and wish to reset your 2FA, please choose one of the following options.
Reset 2FA - current 2FA code or mobile number required
Once logged into your account
Select the My Account menu
Select Security from the drop down options.
Scroll to locate - Two Factor Authentication
Click Turn Off Two Factor Authentication
You will then need to confirm and authorise turning 2FA Off by entering the 2FA code displayed on your current device, or receive and enter the Two Factor Code via SMS.
Once your 2FA has been successfully turned off, you will be able to turn it on again using the instructions here
Restore your 2FA - Manual Key Required
This is an example of your Manual Key --> PBBXYXDXIXBXWXSXIX7XQXTXJXZXGX3X
The Manual Key would have been displayed underneath the QR code when 2FA was initially set up on your account.
*The instructions below are for the Google Authenticator App
In the Google Authenticator App, Select the + button from the top right to add a Manual Entry.
Account - Enter your CoinSpot email address
Key - Enter your Manual Key
Select the tick at the top right
This will add your token to your Authenticator on your new device or restore access to your original 2FA code.
Request 2FA reset - Missing 2FA code and mobile number
Visit the Account Recovery page by clicking the link on the bottom of the website.
Select I have lost my 2FA Code:
Enter your account email address:
Click Submit Reset 2FA Request
On the last page, 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 2FA request in a timely manner. For security reasons, incomplete photos and statements will be rejected and will be required to be submitted again.
Once you have submitted your request, a team member will review it 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.