Need to unlock your account?

Account Recovery (Unlock Account)

Account Recovery (Unlock account) requests are for users who have placed self login restrictions on their CoinSpot account via:

• New Device Login (Domestic) Email
• New Device Login (International) Email
• New Biometric Login Email

If you have forgotten your password or are having issues with re-gaining access to your CoinSpot account, please visit our Password Reset article.

1. Visit the Account Recovery Page here.

 

2. Then select 'Recover'.

                                                  Figure 1. Account Recovery - Unlock Account - (Recover My Account)

3. Select 'Unlock my account' or press here.

                                                  Figure 2. Account Recovery - Unlock Account - (Unlock my account button)

4. Enter your CoinSpot account email address and select Submit Unlock Account Request.

                                                  Figure 3. Account Recovery - Unlock Account - (Unlock Account Email)

Reviewing and submitting your request

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

To ensure the best possible outcome, please have a read of our Authorisation Photo Tips article when submitting your Authorisation Photo.

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 Unlock Account request in a timely manner.

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

                                                  Figure 4. Account Recovery - Unlock Account - (Authorisation Photo Requirements)

6. Upload your Authorisation Photo by selecting 'Upload a File' and follow the reCAPTCHA then select 'Submit Documents'.
Ensure your photo is in .JPG or .PNG format only. If the file size of your Authorisation Photo is too big or you are unable to complete the reCAPTCHA, please reach out to our Support Team and provide us with your Authorisation Photo.

                                                  Figure 5. Account Recovery - Unlock Account - (Uploading your Authorisation Photo)

7. Congratulations, you have successfully uploaded your Authorisation Photo. A team member will review this and you will receive an email to confirm your unlock account status!

                                                  Figure 6. Account Recovery - Unlock Account - (Photo Successfully Submitted)

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.