Difference Between Resetting and Changing an Email
- Reset Email: This process does not require verification of the original email code. If your registered email is inaccessible or you can't receive the verification code after adding CoinEx’s email addresses to your whitelist, you can go to [Help Center] > [Reset Email Address] to reset your email.
🔗 Explore More: How to Whitelist Emails from CoinEx
- Change Email: Changing your email will send a code to your currently registered email for verification. If your registered email is available but you want to change it to another email, you can go to the "Security Settings" page to make the change.
How to Reset Email
1. Select [Help Center] > [Reset Email Address], carefully read the "Reset Instructions," check the box "I’ve read and agree to all above," and click [Confirm].
2. Enter your registered email account and password. If everything is correct, then click [Next].
Note: If you lost your password, click [Forgot Password] to submit information for a reset. After successfully resetting your email, you can change your password.
🔗 Explore More: How to Reset Login Password (Web)
3. Verify with your bound security tool (TOTP/Phone Number/Passkey). After verification, click [Next].
Note:
- If you have multiple security tools and one is unavailable, click [Switch verification tool] to complete verification using another available security tool.
- If all 2FA methods are unavailable, click [Unable to use security tools] to submit the required information for a reset. After resetting your email, you can also reset your security tools.
🔗 Explore More: How to Reset / Change TOTP, How to Reset / Change Passkey, How to Reset / Change Mobile Number
4. Verify the new email: Enter a new email that has not been registered with CoinEx, click [Send Verification Code], enter the "Email Verification Code" sent to the new email, 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 the answers are correct, the email will be reset. Click [Back] to log in with the new email.
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 email.
- If you run out of all attempts, you can only reset your email 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) Select [Continue] to start facial 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.
After submitting biometric verification, patiently wait for the review results.
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 email.
Case 3: Validate Historical Deposit/Withdrawal Records from Third-Party Platforms with Screenshots or Screen Recordings
If your account has not completed Primary verification but has deposit/withdrawal records, upload screenshots or screen recordings of historical deposit/withdrawal records from third-party platforms as required. Once approved, your email will be successfully reset.
(1) Screenshot Requirements:
- Screenshots of historical deposit/withdrawal records from third-party platforms must include the coin, amount, time, and TXID.
- For deposits from Platform A to CoinEx, provide the withdrawal record from Platform A.
- For withdrawals from CoinEx to Platform B, provide the deposit record on Platform B.
- Screenshots of emails or blockchain explorers are considered invalid.
(2) Screen Recording Requirements:
- The video must be recorded with another device and show your face, along with the recording time.
- Transaction information must include the coin, amount, time, and address/TXID.
- Content from CoinEx, blockchain explorers, or emails is invalid.
- The video size must not exceed 10MB and must be in MP4 or MOV format, with clear visibility of the content.
Note:
- For your account security, withdrawals are disabled for 24 hours after resetting your email.
- If your account has no assets and both the email and password/security tools are lost, it is recommended to register a new account.
How to Change Email
1. Visit CoinEx's 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 [Change] next to "Email," then click [Continue].
Note: To change your email, you must first set up two-factor verification (TOTP/phone/passkey).
3. Obtain and enter the "Email Verification Code," then click [Next].
4. Verify your bound security tool (TOTP/Phone number/Passkey). After verification, click [Next].
Note:
- If you have multiple security tools and one is unavailable, click [Switch verification tool] to use another available security tool to complete verification.
- If all 2FA methods are unavailable, click [Security authentication unavailable?] to navigate to the "Reset Email" page.
5. Enter a new email address that has not been registered with CoinEx.
6. Obtain and enter the "Email Verification Code," then click [Next]. Once completed, the change will be successful.