If you are unable to receive SMS verification codes, you can choose to reset or change your phone number.
How to Reset Mobile Number When 2FA Is Unavailable?
If only your phone is bound, or both your phone and other 2FA methods are unavailable, you can reset it by following these steps:
1. Visit CoinEx's official website (https://www.coinex.com), click [Login], enter your email and password, and then click [Security Verification Unavailable?] on the security verification page. Alternatively, go to [Help Center] > [Reset Mobile Number].
2. Read the [Reset instructions], tick the "I Agree" checkbox, and click [Confirm reset].
3. Enter your email and password, and click [Next].
If you can't remember your password, please click [Forgot Password] to submit documents for verification. After resetting your mobile, you will be able to change the password.
🔗 Explore More: How to Reset Login Password (Web)
4. Obtain and enter the email verification code, and click [Next].
5. Information verification: The system will require you to answer security questions, complete biometric verification, or submit documentation for verification based on your account status.
Case 1: Answer Security Questions
(1) Carefully read the "Attention" and click [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 your answers are all correct, your mobile will be reset successfully. Click [Back] to log in to your account and rebind mobile ASAP.
Note:
- You have only 3 attempts to answer the questions. If you fail, you can choose [Continue] or [Submit Documents] for manual review to reset your mobile.
- If you run out of all attempts, you can only reset your mobile by submitting documents for manual review.
Case 2: Complete Biometric Verification (for accounts that have completed Primary Verification)
The system may require you to submit information for manual review under the following circumstances:
- All answer attempts are used up.
- Either the security tool or the password is unavailable.
- It is a high-value asset account.
(1) Click [Facial Recognition].
(2) Click [Continue].
(3) Select [Continue on this device] or [Continue on phone] depending on your device in use.
(4) Select your country of residence and click [Continue].
(5) Click [Continue] and start facial verification. Here are tips for a smooth verification process:
- Prepare your camera: Ensure your camera is functioning properly.
- Choose a well-lit area: Complete the authentication in a well-lit space, avoiding dark or backlit environments.
- Ensure your face is within the frame: Make sure your face is fully visible and centered within the frame.
- Avoid wearing hats, glasses, or masks: To ensure successful authentication, please avoid wearing hats, glasses, or masks.
After submitting your biometric verification, please be patient as we review your submission.
Note: Even if biometric verification is successful, if your Primary verification is invalid to verify your account ownership, your application may still be rejected. In this case, additional information will be required to reset your mobile.
Case 3: Validate Email screenshot and Historical Deposit/Withdrawal Records from Third-Party Platforms with Screenshots
(1) Screenshot of a history email sent by CoinEx
- LIMITED to notifications on deposits, withdrawals, and successful signup or login.
- The screenshot should include your email address and the email body.
(2) Transaction screenshot from the counterparty
- For deposits to CoinEx, take a screenshot from the App or website where you SENT the funds.
- For withdrawals from CoinEx, take a screenshot from the App or website where you RECEIVED the funds.
- Crypto name, amount, time, and address or TXID should be included in the screenshot.
- Screenshots taken from emails, block explorers, or deposit/withdrawal records from your own CoinEx account will be considered invalid.
Notes:
1. For account security, withdrawals will be suspended for 24 hours after resetting mobile number.
2. Mobile phone verification will be disabled after reset. To secure your assets, please bind 2FA as soon as possible.
How to change mobile number?
1. Visit CoinEx official website (https://www.coinex.com), log in to your account, and select [Security Settings] from the dropdown menu under the [Avatar] icon in the top-right corner.
2. On the "Security Settings" page, click [Manage] to the right of "Mobile". You can select [Change] or [Unbind] mobile verification.
3. If you'd like to change or unbind mobile verification, please follow the instructions and click [Continue] to proceed.
The steps of changing and unbinding mobile verification are the same. Take changing mobile verification as an example.
4. Obtain and enter "Email verification code" to verify your account, then click [Next].
5. Select an appropriate Two-Factor Authentication (2FA) method (e.g., TOTP/Mobile/Passkey) for verification. Then click [Next].
Notes:
(1) If the current 2FA tool is unavailable, click [Switch verification tool] to use an alternative method to verify.
(2) If all of your other 2FA security tools are unavailable, please click [Security authentication unavailable?] to reset the security tool. Once the tool is reset, you can change your mobile number.
(3) The mobile unbinding process is completed after verifying the 2FA tool. Please decide whether to rebind as needed.
6. Choose [Country code] and fill in a new [Mobile number].
7. Slide to complete the pattern verification, get and enter the 6-digit [SMS code], then click [Next].
8. Mobile number is changed successfully after the above steps.