I have lost or need to update my phone or 2-step verification device

My security key isn’t working

• Remove the key from the port and insert again. A light should appear on the key
• Close and reopen your browser and then try again
• Clear your cache and cookies from your browser and try again
• Check to make sure your key supports U2F/WebAuthN standard. You can confirm with your key manufacturer 

1. Sign in to your account with your username, password, and 2-step verification code from your old number
2. Go to your Security Settings page
3. Select Manage next to the security key name
4. Under your security key management window, select remove for the key you would like to remove from your account
5. Select the 2-step verification method to replace the security key

1. You will need to first complete account recovery
2. Once account recovery is complete, your previous security key will be automatically removed and your account will default to SMS as its primary security method
3. You’ll then need to acquire and add another security key

1. Go to your Security Settings page 
2. Select Manage, then select Remove (all security keys linked to your account will be removed)
3. Set up another 2-step verification method

1. Sign in to your account with your username, password, and 2-step verification code from your old number
2. Go to your Security Settings page
3. Regenerate your secret key (Note: regenerating your secret key will invalidate your old device tokens)
4. Scan the new secret key with your new Authenticator device

Issue

Try these actions

Recover your account by selecting the "Unable to submit a one time code?" link after providing your username and password. Note, this must be done on the Coinbase website, not the mobile application.

For security purposes you will need access to a webcam and pictures of a valid state-issued ID to complete this process. Once completed, you will receive 2-step verification codes by SMS to your verified phone number.

Note: If you do not get this prompt for a code after providing your email address and password, try logging in on an Incognito browser or clearing your cache and trying again.

Problem

Solution

I’m not receiving SMS codes

1. If you’re using an Authenticator app or Authy for your 2-step verification codes, you will not receive SMS to your phone. Please use the code from the app to log in
2. Due to issues with the SMS network itself, codes may be undeliverable to some customers. To prevent this, it is recommended to use an Authenticator app for 2-step verification in your Coinbase account if possible, as they do not require internet connectivity or SMS coverage once configured
3. Your device’s SMS inbox may be full. Please try deleting some messages from your inbox and request a code again
4. If you’ve tried to login several times and still have not received the codes, our system may temporarily stop sending the codes as a security measure. After 24 hours we will resume sending codes via SMS message. If you’ve already waited 24 hours and are still not receiving the codes, check with your phone carrier to see if they are blocking our SMS messages

I got a new phone number and still have my old number

1. Sign in to your account with your username, password, and 2-step verification code from your old number
2. Go to your Security Settings page
3. Verify your new phone number
4. Set your new phone number as the Primary number
5. (optional) Delete your old number

I got a new phone number and no longer have my old number

1. Sign in to your account with your username and password
2. When prompted for a 2-step verification code, select Code not working?
   
   Note: If you do not get this prompt after providing your username and password, try logging in on an Incognito browser or clearing your cache and trying again.
3. You will need to provide the old phone number associated with your account as well as a new phone number. For security reasons, you will then be prompted for:
   1. Images of the front and back of your photo ID
   2. A webcam photo of yourself, taken at the time of the prompt
4. Once all steps have been completed and a 48-72 hour security waiting period has completed, your phone number will be updated

If you cannot remember or locate your old number, contact our support team and let us know that you don’t remember your phone number.

For the fastest resolution, please select Login Issue as the category and 2 Factor Authentication – SMS as the sub-category.