For security reasons or when changing devices, you may need to delete or reset your previously set passkeys.
How to delete an unusable passkey?
1. Visit CoinEx's official website (https://www.coinex.com), log in to your account, and select [Security Settings] under [Account] in the top-right corner.
2. Click on [Manage] next to Passkey on the "Security Settings" page.
3. Locate the passkey you want to delete on the "My Passkey" page and click the [Delete] icon on the right.
4. Read the pop-up prompt carefully and confirm if you need to delete the passkey. If you are sure, click [Next].
5. Obtain and enter "Email verification code", and click [Next].
6. Based on your 2FA settings, verify using your security tool (passkey/SMS/TOTP). Once the verification is successful, click [Next] to delete the passkey.
Note:
- If the current security tool is unavailable, you can click [Switch verification method] to use another available security tool for verification.
- If none of your security tools are available, please click [Security verification unavailable] to proceed 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
1. Visit CoinEx's official website (https://www.coinex.com), log in to your account, and select [Security Settings] under [Account] in the top-right corner.
(1) If you have only activated the passkey for account verification, click [Security Verification Unavailable?] at the bottom of the page to enter the "Reset Passkey" page.
(2) If the account is also linked to TOTP or mobile number, click [Switch Verification Tool], select [Passkey] for security verification, and then proceed to reset the passkey.
Note: You can also click here to directly enter the reset page.
2. Read the "Reset Instructions" carefully, tick the "I Agree" checkbox, and click [Confirm].
3. Enter your email address and password, and click [Next] after confirming it is correct.
Note: If you can't remember your password, please click [Forgot Password] to submit documents for verification.
After resetting Passkey, you will be able to change the password.
🔗 Explore More: How to Reset Login Password (Web)
4. 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) There will be 4 questions related to your account information. The answers will be either single-choice or multiple-choice, and the answers are based on the actual situation of your account.
(3). If your answers are all correct, the passkey will be successfully reset. Click [Back] to enter your account and promptly bind security tools.
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 passkey.
- If you run out of all attempts, you can only reset your passkey 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] based on your device.
(4) Select your country of residence, then 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 passkey.
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) To ensure account security, the withdrawal service will be prohibited for 24 hours after resetting the passkey.
(2) After the reset is complete, the account will lose passkey protection. Please promptly rebind security tools to prevent any asset loss.