If you are unable to receive the SMS verification code, you can choose to reset or modify your phone number.
How to Reset Mobile Number When 2FA Is Unavailable?
If only your phone is bound, or if both your phone and other 2FA methods are unavailable, you can reset it by following these steps:
1. Open the CoinEx App, tap [Log In], enter your email and password, then tap [Security Verification Unavailable?] on the security verification page. Alternatively, tap the top-left [Avatar] > [Help Center] > [Reset Mobile Verification].
2. Carefully read the reset instructions, tap [I’ve read and agreed to all above], and then 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 your phone number is successfully reset, 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 passing the verification, you will need to verify your account based on the following situations:
Option 1: Answer Security Questions
(1) Carefully read the [Attention] and then 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 you answer correctly, the phone number reset will be successful. Tap [Continue] to return to the login page and immediately rebind your 2FA security tools.
(4) If you fail to answer the questions, you can choose to [Continue] or [Submit Documents] for manual review to reset your phone number.
Note: If you run out of all 3 attempts, you must submit information to reset your phone number. Tap [Continue] to proceed.
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 [Start Verification].
(3) Tap [Continue] and start facial verification. Here are tips for a smooth verification process:
- Ensure your camera is functioning properly.
- Perform verification in a well-lit environment, avoiding dark or backlit areas.
- Keep your face fully visible and centered in the frame.
- Please do not wear hats, glasses, or masks to ensure successful verification.
After submitting, wait patiently 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 mobile number will be successfully reset.
- 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:
- For your account security, withdrawal will be suspended for 24 hours after resetting mobile number.
- Mobile number will be disabled after reset. To secure your assets, please enable 2FA immediately.
How to Change or Unbind Phone Number When 2FA Is Available?
If your phone is unavailable but other 2FA methods are still accessible, you can change or unbind your phone number by following these steps:
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 [Mobile Verification], and select [Change] or [Unbind] as needed.
3. To proceed with changing or unbinding, follow the on-screen instructions and tap [Continue] to proceed to the next step.
The steps for changing and unbinding your phone number are similar. Here’s an example for changing:
4. Obtain and enter the email verification code, then tap [Next].
5. Select any two-factor authentication method (e.g., TOTP/Phone/passkey) for verification and tap [Next].
Note:
- If your current 2FA security tool is unavailable, tap [Switch verification tool] to use an available 2FA tool.
- If all other 2FA tools are unavailable, tap [Security authentication unavailable?] to reset other security tools before changing your phone number.
- The unbinding process is completed after 2FA verification. You can rebind mobile numbers based on your needs.
6. Select your country code, enter the new phone number, and follow the instructions to complete verification.
7. Obtain and enter the phone verification code, then tap [Next].
8. After completing these steps, your phone number will be successfully changed.
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.