Skip to main content
Enterprise

Troubleshoot two-factor authentication

Once you’ve turned on two-factor authentication (2FA), it’s required to access your account. Continue reading for steps to troubleshoot 2FA issues and regain access to your account. 

Recovery code

If you lost your phone, deleted your authentication app, or don't have access to the one-time code, you can use the recovery code you saved when you set up your 2FA  to access your account.

Using your recovery code 

  1. Sign in to your CoinTracker account.
  2. From the Verify your identity prompt, click Try another method.
  3. Select Recovery code.
  4. Input your recovery code, and click Continue.
  5. If the code is correct, you will see a new recovery code. 
  6. Click Copy code to copy your new recovery code.
  7. Click the checkbox and click Continue to finish signing in. 

Make sure to store your new recovery code somewhere secure.

Request a 2FA reset

If you no longer have access to your 2FA authenticator app/device or recovery code, you can request a 2FA reset from CoinTracker Support. Keep in mind that we cannot reset 2FA in all cases, and you may need to start over with a new account.

We take your security seriously. When you request a 2FA reset, be prepared to provide the following information:

  • Email associated with your account
  • Year your account was created
  • Exact date your CoinTracker account was created
  • Last known location used to access your CoinTracker account
  • Date of your last successful sign in
  • Top exchanges/wallets by asset value
  • Three most recent transactions (include the exchange/wallet used)
  • Public address for any NFTs represented on CoinTracker (including Ordinals, Runes)
  • If you're on a paid plan, you may need to provide:
    • Last 4 digits and type of credit card used for your most recent plan purchase
    • Exact date and time the last tax report was emailed (or generated)
    • Receipt numbers for the most recent plan purchase
    • Billing address associated with your credit card

Contact CoinTracker Support

Once you've gathered all the required information, contact our support team via our helpbot, Chatoshi or by e-mail. After you submit your ticket, we’ll review your request and follow up with you.

  • Updated