Topic: Coinbase New Phone 2FA Issue (Read 294 times)

There is no other ways than to contact them directly and say what the problem you experience loging in with the code sended to you by a sms.

If you already have thier number you can call them and ask for assistance  about the problem you experience.

I checked and they have a number but its for compromised accounts only...


Anyone know what i can do here?  That page i go to keeps on saying verification failed. 

Coinbase contacted me back via email but they gave me the same instructions. 


Log into my coinbase account, enter my sms number with the account.  Then enter the code they send to my sms number.  Then when i click next i get that message your verification failed.  How in the world am i suppose to upload my ID and a selfie this way then?  On the site it says for security you have to send those documents through coinbase website or the app... but i keep getting the your verification failed.


They have a phone number?  I do not see it anywhere...

Did you try to reach out to them through email at least or you've just been waiting for an answer on the forums since November? If you haven't, I suggest calling them:

https://help.coinbase.com/en/contact-us.html (Scroll down for the phone numbers)

Anyone?  How do i contact coinbase on this issue?  Where do i upload my passport and selfie?

I went to coinbase site.  I notice they have a toll free 888 number available.  Has anyone contacted coinbase via phone call?  So they actually help you with the situation on the phone?  Or its best to just email them?


Also is it better to ask coinbase question about my 2FA issue by emailing them directly with my email address and my question... or fill in the question and my email on their support web site?  Or are both the same?  I thought one might be faster than the other?



Anyone who do not have their 2FA device can chime in here?

Well, what he said is understanding, seems at the initial stage of his registration, you know there is always need for verification which binance does too, and he must have used his phone number to actually verify the initial registration on the exchange, which he must have activated his 2fa to be Google authenticator later on, but now, he is having issue with the Google authenticator.

It is just the non challant attitude of people that makes them not to keep record of their activities, and if he has lost his Google authenticator and any code to use, it depend on Coinbase if they have another option for overriding it like binance does, if they don’t have another option for overriding that, then he may really have no choice than to open new account and see if they can transfer his fund there.

Can others confirm here they opened a brand new 2nd coinbase account.  Then contacted coinbase on this and then sent them their verification documents?  Once they do that, they will transfer any btc or usd balance you have to the new coinbase account ... is that correct?

Then you should be able to recover your account through that phone number. Have you gone through the "I lost my Authenticator device or app" step? It should prompt you for your phone number.

https://www.reddit.com/r/Bitcoin/comments/7cyd16/locked_out_of_coinbase_after_phone_change/

The answer Coinbase support gave you suggests you either don't have access to the phone number linked to the account, or you told them you don't.


If you set up TOTP 2FA like with Authenticator, yes. Sounds like you didn't write it down?

Well i use google authenticator for bittrex and binance.  I have a private key for each of these.  I log into each with google authenticator. 


But with coinbase, this was with my old phone which no longer works.  So you are saying that i had to gotten a backup key then right with coinbase similar to like how i did with bittrex and binance?  I am not 100% sure but i believe when i logged into coinbase a long time ago, i needed to log in with google authenticator.  But my sms number is the same though which is used for coinbase.


Yea its google authentictor.  But as long as i have the same sms number connected to account, that is fine right?

You get a backup recovery code when you install your authenticator. You should keep it safe somewhere and use when your phone gets damaged or stolen. Do you remember getting something like this and saving it somewhere? The authenticator won't let you proceed with setup until you confirm that you have saved the backup code.

Coinbase allows you to choose from 3 2fa methods. An sms, an authenticator, or a security key. If you're not getting any sms messages and the site is asking for a 6 digit code it's google authenticator.

Hi there.  Yes i have the sms number linked to this coinbase account.


Also, do you always get a the private key code similar to like bittrex when you first create account with the 2FA? 


So that means my 2FA was google authenticator right and not my sms phone number based on my situation?

Surprisingly, Coinbase usually tells people to open a 2nd account in these situations where a customer has neither Authenticator nor SMS access. Here are a couple examples:

https://www.reddit.com/r/Bitcoin/comments/7cyd16/locked_out_of_coinbase_after_phone_change/
https://www.reddit.com/r/Bitcoin/comments/7cyd16/locked_out_of_coinbase_after_phone_change/dpub4dm/

If you have access to the original phone number linked to your account, they'll recover your original account once you verify ID.

First off, i created this coinbase account many many years ago.  I used my phone number sms for verification.  I am not 100% sure if i sent them verification documents to verify my account.  The thing is i never bought any btc on coinbase but did have some btc there.


I used my sms phone number for verification.  For 2FA, i am close to 100% sure i used google authenticator for it to log in.  But you could also used your sms number as that right?  But i don't think i did this because when i tried to log into my coinbase last time... i have the correct email and password, it didn't allow me to log in because of 2FA.


Yes i contacted coinbase email support on this.  They basically told me a while back to create a brand new coinbase account, then send in verification documents, then once verified, they would close the old account and transfer any old funds in old coinbase to new coinbase account.  But like others here said, wouldn't this sort of break their TOS since they are creating a 2nd coinbase account?  But it seems this is only option to get back any funds in the old coinbase account?  I want to know if anyone here has done this specifically as had support tell them create 2nd coinbase account with different email address, then verify with their documents and then tell support you doing this because you no longer have your 2FA device anymore and transfer any funds to the new account. 

Check this ---> https://support.coinbase.com/customer/en/portal/articles/2488794-i-have-lost-or-need-to-update-my-phone-or-2-factor-authentication-device
it is the official article for all the problems related to 2FA and possible solutions.
If you use the official website (coinbase.com) and communicate with the support team through the official social media you will not have a problem.


How did you contact the support team?
If you have not verified your first account they will not be able to help you.
Generally, if you verified the first account, do not open the second one (accounts linked to your real name.)

Did you email support or call them?
I have found calling tends to be better but they only have US 888-908-7930 or UK 0808 168 4635 numbers.
You can stay on the phone to deal with the issue as opposed to waiting for an email reply.

-Dave

I've experienced this, Coinbase does 2FA usually with telephone numbers. I was told to create a new account and verify an old account to transfer funds. finally I tried to remember and found the number associated with my old coinbase account.

From the security of coinbase because chances have never done KYC. Your account will be locked, because the verification on the account that forgot or lost the login key will be deleted.

Hi, I also see that you also create a thread on other section. Kindly delete it.

Unless he contacted wrong support team as it's mention above what they instructed to him is against the ToS.
I would suggest try to reach the support again and see if they have the same answer. Some support are mistaken by chance so you just try again. That wouldn't hurt though.

Is that the support that made you make a new ID and verify with the same document as the previous one? If yes, than you'll surely have your coins shifted to new account with the help of support. I haven't been through that process in Coinbase but had similar incident with Skrill. Mobile seems and network maybe untrustworthy sometimes, so it's best to use a time based 2FA and save the key securely in more than one place.

What happened to the backup code to recover your authenticator? If you had an authenticator installed you should have this code.

After working in support for a while I can tell you that they can simply disable the 2fa option on your account. Every administrator can turn it off with by removing the word "enabled" next to 2fa in the code. They could simply tell you to verify your private data by sending them a selfie with your ID and then compare the data on this ID with your account. You still are most likely the account owner because you have access to the email assigned to it and know account name and password, just don't have the 2fa device.
Coinbase seems to be making this process painful not only for you but also for themselves.

I'm not familiar with this type of recovery method for lost account number. The more familiar approach is directly through email, the support staff would assist you there and would confirm your identity. Double check the email if it came from the legitimate site. Some may have seen your intent and you're maybe a target of spear-phishing. Be always aware before you send sensitive information to anyone in the internet. Once it's sent, it could be used to fraudulent acts and identity theft.

Isn't that a bit contradictory? Not sure what support is doing in this instance then, looks pretty malicious from their side.

If you did make a new account based on their instructions, wouldn't they be unable to steal your funds? I mean their support literally would have instructed you to break TOS and if you did so, it would be their fault wouldn't it be?

Or they could be trying to get you to break rules and take your money, Coinbase is pretty shady...

I think you should listen to the support, because they want to help you

Don't create another account. Especially if your first one is verified. Here is their TOS:


Also, take a look at this article: https://support.coinbase.com/customer/en/portal/articles/2488794-i-have-lost-or-need-to-update-my-phone-or-2-factor-authentication-device

I believe that for a couple of applications if you start using 2fa, and then swap to a google/time-key based system, it turns your phone keys to be redundant, but there are a couple of applications that still let you receive text messages and send you a text with your key if you lose your 2-fa.

It's just a huge hassle it looks like, not sure why they require you to do KYC (did you have KYC on your previous account?) but if they are going to refund your coins back, it's probably worth it, it is interesting knowing that they don't actually let you recover your account with a phone number though.

Move this to service discussion btw, bottom left of this thread.

Their answer looks weird. I didn’t see this kind of reply from any other exchangers.Though I didn’t faced this problem in coinbase but faced in binance. Binance asked to verify that this is me,they asked for selfie and my passport.Better try to contact them again.you can tell them that you have strong proof that you are the owner of this account.     

Based on your statement you used your sms phone number when you verify your account but on the next sentence you already forgot if you used sms number. Somehow it is confusing but your problem is easy. You can try to use both the sms number or your 2fa. If it is your sms number then coinbase will send a code to your sms number. If it is 2fa then just use your 2fa code.

I created a coinbase account a long time ago.  I used an iphone and i verified my account with my sms phone number.  I don't remember if my 2FA was google authenticator or sms number.  It can be either right?  Because last time when i tried to log into my coinbase account on computer, i could not do it. 



I contacted coinbase on this and they said i need to create a brand new coinbase account with a different email address.  Then upload a selfie for verification.  Then tell them about the situation so any funds i have in that account will move to the new coinbase account.  I was skeptical at this since it meant creating a brand new coinbase account.




To anyone that lost their 2FA phone, is this the proper way to do it?