Need to reset or restore your 2FA?

CoinSpot provide several options to reset or recover your 2FA

What is in this Article?

• 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 - (For users who can log in to reset 2FA)
• Restore 2FA - Unbinding the old 2FA - (For users who have multiple CoinSpot 2FA tokens)
• Restore your 2FA - Manual Key Required - (For users who have their 2FA Manual Key saved)
• Request 2FA reset - Missing 2FA code and mobile number - (If none of the above options work, use this)

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 and 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.

                                                  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 here.

If you do have access to your CoinSpot account and wish to reset your 2FA, please choose one of the following options below. 

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⁾.

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.

                                                  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)

Restore your 2FA - Unbinding old 2FA token

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 Devices

1. Head on over to your Google Authenticator App
2. Hold down on your CoinSpot 2FA Token until this is highlighted in blue (Refer to Figure 6)
3. Tap the 'Trash Can' icon on the top right hand corner
4. Select ‘Remove account'
5. Afterwards, please setup 2FA using our How to set up 2FA article as a guide.
   

                                                  Figure 6. Unbinding 2FA Token - (CoinSpot 2FA Token Highlighted in Blue)

Apple Devices

1. Head on over to your Google Authenticator App
2. Tap the 'Three horizontal dots'
3. Tap ‘Edit’
4. Locate your CoinSpot 2FA Token to unbind and press the 'Pencil icon'
5. Tap the 'Trash Can'
6. Remove account
7. Afterwards, please setup 2FA using our How to set up 2FA article as a guide.

Restore your 2FA - Manual Key Required

This is an example of your Manual 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 this 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. 

Request 2FA reset - Missing 2FA code and 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.