Due to security concerns or device changes, you may need to delete or reset your existing passkeys.
How to delete an unusable passkey?
1. Open the CoinEx App, log in successfully, and tap the [Profile] icon in the upper left corner.
2. Tap [Security Settings] to enter the security settings page.
3. Tap [Passkey (Biometrics)].
4. Locate the passkey you want to delete and tap the [Delete] icon on the right.
5. Read the pop-up prompt carefully and confirm if you need to delete the passkey. If you are sure, tap [Continue].
6. Obtain and enter the "Email Verification Code."
7. Based on your 2FA settings, verify using your security tool (passkey/SMS/TOTP). Once the verification is successful, tap [Next] to delete the passkey.
Note:
- If the current security tool is unavailable, you can tap [Switch Verification Method] to use another available security tool for verification.
- If all security tools are unavailable, tap [Security Verification Unavailable] to go to the reset page.
- For your account security, withdrawals will be disabled for 24 hours after deleting a passkey.
How to reset when all passkeys are unavailable
- Tap [Log In], enter your email and password, then on the security verification page, tap [Security verification unavailable?].
2. Carefully read the "Reset Instructions". Check the box [I’ve read and agreed to all above], then tap [Confirm].
3. Obtain and enter the "Email Verification Code". Once confirmed, tap [Next].
Note: If you have lost your password, you can select [Forgot Password] and submit your information to reset it.
For details, please refer to "How to Reset Your Login Password (App)".
4. After passing the verification, the system will require you to either answer security questions or submit documents for verification, depending on your account status.
Case 1: Answer security questions
(1) Carefully read the "Attention" and tap [Start now] to answer questions.
(2) You will be presented with 4 questions related to your account information. The answers may be single or multiple choice; please respond based on your actual account details.
(3) If the answers are correct, the passkey will be reset. Tap [Back] to log in to your account and bind a new security tool immediately.
(4) If you fail to answer the questions, you can choose [Continue] or [Submit Documents] to reset your passkey via manual review.
Note: If you have run out of all 3 attempts, you can only reset the passkey by manual review. Please tap [Continue] to submit the required documents.
Scenario 2: Complete biometric verification or submit required documents for reset
(1) If your account is verified, please follow the instructions to complete biometric verification:
a. Tap [Face Recognition].
b. Tap [Continue].
c. Select [Continue] to start face recognition. The following tips can help you complete biometric verification smoothly:
- Prepare your camera: Ensure your camera is functioning properly.
- Choose a well-lit area: Complete identity verification in a well-lit environment, avoiding dark or backlit settings.
- Ensure your face is within the frame: Make sure your face is fully visible and centered in the frame.
- To ensure successful verification, please do not wear hats, glasses, or masks.
d. Allow access to your camera, then tap [Continue].
After submitting biometric verification, please wait patiently for the review results.
(2) If your account is not verified, please upload the following materials:
- Screenshots of CoinEx historical emails: Provide screenshots of emails sent to you by CoinEx. These may include registration confirmations, login records, deposit notifications, or withdrawal notifications. Screenshots must include your full email address and the email content.
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Screenshots of deposit/withdrawal records from third-party platforms: Screenshots must include the coin type, amount, time, and transaction ID.
- If you deposited from Platform A to CoinEx, provide the withdrawal record from Platform A.
- If you withdrew from CoinEx to Platform B, provide the deposit record from Platform B.
- Screenshots taken from emails, block explorers, and your own CoinEx account are considered invalid.
Notes:
- For your account security, withdrawals will be disabled for 24 hours after resetting your passkey.
- After resetting, your account will no longer be protected by a passkey. Please bind a new security tool immediately to avoid potential losses.