This guide provides instructions to recover your CoinTracker account if you cannot sign in using your Two-factor Authentication device/application.
2FA (Two-factor authentication) is enabled as an additional security option when logging in. It requires a code to be generated to grant access to your CoinTracker account. If you lose the device or application you use to generate your code you will lose access to your CoinTracker account.
How do I know if I’m being asked to sign in with 2FA?
After starting the login process you’ll see the following screen:
Your ‘one-time code’ is generated from your 2FA device/application and would be what you enter in this field to complete your login.
- 2FA applications include Authy, Google Authenticator, Microsoft Authenticator, or 1Password
- We do not email or text one-time codes to users
How do I reset 2FA and regain access to my CoinTracker account?
Double-check if you stored a 2FA recovery code. You can use your recovery code to sign into your account and reset 2FA. The prompt would have looked like below:
If you don’t have a recovery code you can ask Chatoshi to create a support ticket requesting 2FA to be disabled on your account. A support agent will then review your request and contact you if they have been able to reset your 2FA or whether we need more information from you.
Chatoshi will ask for the following information:
1. Email on account
2. City & country used to access CoinTracker previously
3. Year account was created
4. Last four digits of credit card that was used to make a purchase
5. Each tax plan purchased
6. Receipt numbers for tax purchases
7. Exact date account was created
8. Previously generated tax reports for users’ account
9. Exact date/time for each previously generated tax report
10. Identify three of the latest transactions on the account
11. Which exchanges and wallets are on the account (and which are not)