If your Google Authenticator (TOTP) is unavailable, you can choose to reset or modify it.
How to Reset TOTP When 2FA is Unavailable?
If you have only bound TOTP, or if both TOTP and other 2FA tools are unavailable, you can follow the steps below to reset your 2FA tools:
1. Open the CoinEx App, tap [Log In], enter your email and password, and then tap [Security Verification Unavailable?] on the security verification page. Alternatively, tap the top-left [Avatar] > [Help Center] > [Reset TOTP].
2. Carefully read the reset instructions, then tap [I have read and agree to the above conditions], and select [Confirm Reset].
3. Enter your account and password, confirm they are correct, and tap [Next].
Note: If you’ve forgotten your password, tap [Forgot Password] and follow the instructions to reset it. Once the TOTP reset is successful, you can modify your password. For details, please refer to How to Reset Your Login Password (App).
4. Obtain and enter the email verification code, then tap [Next].
5. After verification, you will need to answer security questions or submit documents for review.
Option 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 your answers are all correct, your TOTP will be reset successfully. Tap [Back] to log in to your account and rebind TOTP immediately.
(4) If you fail to answer all the questions correctly, you can choose [Continue] to answer the questions or [Submit documents] for review.
Note: If you have run out of 3 attempts, you can only submit the required documents to reset TOTP. Please tap [Continue] to submit documents.
Option 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.
- High-value asset accounts.
(1) tap [Face Recognition].
(2) Tap [Continue].
(3) Allow camera access and select [Continue] to begin 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.
After submitting biometric verification, patiently wait for the review results.
Option 3: Validate Historical Deposit/Withdrawal Records from Third-Party Platforms with Screenshots
If your account has not completed Primary verification but has deposit/withdrawal records, upload screenshots of historical deposit/withdrawal records from third-party platforms as required. Once approved, your TOTP authenticator will be successfully reset.
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Screenshot of an email sent by CoinEx: 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.
Notes:
1. For your account security, withdrawal will be suspended for 24 hours after resetting TOTP.
2. TOTP will be disabled after reset. To secure your assets, please enable 2FA immediately.
How to Modify or Unbind TOTP When 2FA is Available?
If TOTP is unavailable but other 2FA tools are still accessible, you can follow the steps below to modify or reset your TOTP:
1. Open the CoinEx App, log in successfully, and tap the top-left [Avatar], then go to [Security].
2. On the Security Settings page, tap [TOTP Verification], and select [Change] or [Unbind] as needed.
3. If you'd like to change or unbind the TOTP authenticator, please follow the instructions and tap [Continue] to proceed.
The steps of changing and unbinding the TOTP authenticator are the same. Take changing the TOTP authenticator as an example.
4. Obtain and enter the email verification code, then tap [Next].
5. Select any available Two-Factor Authentication (2FA) method (e.g., SMS/TOTP/Passkey), then tap [Next].
Notes:
- If the current 2FA tool is unavailable, tap [Switch verification tool] to use an alternative method to verify.
- If all of your other 2FA security tools are unavailable, please tap [Security authentication unavailable?] to reset the security tool. Once the tool is reset, you can change your TOTP authenticator.
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The TOTP unbinding process is completed after successful verification. Please decide if you want to rebind it as needed.
6. Open Google Authenticator, tap the bottom-right [+], then select [Scan QR Code] on the CoinEx page, or tap [Enter Setup Key] to manually enter the account name and 32-digit key.
Note: Please store your 32-digit key offline. For example, you can write the key down on paper and store it in a safe place, or back it up on a device that is not connected to the internet. Avoid storing the key on connected devices or in the cloud to prevent theft or leakage. Proper management of your key is crucial for ensuring your account's security.
7. Enter the 6-digit dynamic code generated in Google Authenticator, then click [Next].
8. After completing the steps above, the TOTP will be successfully modified.
Friendly Reminders:
1. CoinEx does not back up users’ private keys, so please ensure you manage them securely.
2. To protect your account, do not share your security tools with anyone.
3. Avoid uninstalling Google Authenticator without caution to prevent login failures.