If you no longer have access to both your 2FA authenticator app/device or your recovery code, you can request a 2FA reset.
Please make sure you have attempted to recover your account before requesting a 2FA reset as we are not able to reset 2FA in all cases and you may have to start over with a new account.
How to Request a 2FA Reset
- Reach out to the Support team via our helpbot Chatoshi, by clicking the chat bubble at the bottom right of this page
- Be prepared to provide the following information:
- Email on account
- Year account was created
- Exact date CoinTracker account was created
- The last location used to access CoinTracker account previously
- Last successful login date
- Top exchanges/wallets by asset value.
- Three of the latest transactions on the account (please attribute them to exchange/wallet)
- If own any NFTs that are represented on CoinTracker (including Ordinals, Runes) please provide the public address
- If you are a paying user, you may also provide the following information:
- The last 4 digits and type of credit card that was used to make your most recent plan purchase.
- The exact date & time for the last tax report emailed (or generated)
- Receipt numbers for the last plan purchased
- Billing address for your credit card
- Once your ticket is submitted, a Support team member will review your request
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