Topic: Unable to login to Coinbase -- authenticator problem (Read 183 times)

I still haven't heard back from Coinbase.  At least my Authy seems to continue to work on Gemini, and until BlockFi wants another Authenticator code from me everything continues to work there.  At least they have a printed procedure to follow to get re-authenticated if necessary.  So, if Coinbase can't do anything for me at least I can transfer funds from BlockFi to Gemini and could sell there if I wanted. Perhaps I could use Kraken also since I still have an old account there.

I tried to set the Aegis app up but have had no luck.  I was trying to do an import from file for Authy as a test since I know that Authy sill works for me.  But it seems the file is hidden and I can't get to it.  Also, root access is required if trying to import from an app so that doesn't work.  In terms of doing a QR code scan or "Enter Manually"  I have no idea what it wants.  Also, I don't know what goes in the other entries where there are options of SHA1, SHA256 or SHA512, as well as a numeric field following that which defaults to the number 6.

Also I have always wondered how one does a QR scan of a QR code which is displayed on the phone itself.  Does they assume that one has another device to take the picture?

In the midst of this I also upgraded phones, going from an LG G4 to a Samsung Galaxy M51 but keeping the same phone number.

Ah, didn't know that.  I was given the choice of either using the QR code or some kind of number (which was not displayed).  I chose the QR code so it never displayed the number and I didn't know it was something I needed to keep.  Thanks for the explanation.

Don't worry anyone from coinbase will never contact you on calls, everything will happen on the email chats. Even if you receive the new phone, don't restore it, just wait for your complications to get sorted because you may have some files which will be deleted if your restore them to factory reset.

When you set up 2FA, the website you are setting it up for will display a QR code for your to scan on your phone. It should also display a long string of random letters and numbers, which is the decoded QR code. These are your shared secret. When you need to generate a 2FA code, your phone combines your shared secret with the current time (in Unix), hashes it, and then uses that hash to calculate your 6 digit code. The website in question does the exact same thing, and checks that the 6 digit code you entered matches the one that they calculated.

Whenever you enable 2FA on a new website, you should write down the long string of letters and numbers on a piece of paper and store it securely, just like you would with a bitcoin wallet seed phrase. This allows you to recover that website's 2FA if you run in to problems with your app.

You would also do well to use a different 2FA to Google Authenticator such as Aegis, which allows you to export an encrypted back up of all your codes.

All installed apps weren't uninstalled, just some of them. I have a thread in the Android LG G4 forum about this. It was also happening to somebody else.. I never saw any indication when doing the 2FA setup, or authenticator install that there was any number that I needed to back up. I didn't know that there was a 2FA secret code, or where that code presented itself. Obviously I don't understand 2FA or 2FA /authenticator coordination.

It seems that your LG phone has a software issue if all installed apps are always uninstalled after reboot or might be corrupted firmware.
What I think is to flash your phone with the latest firmware if available to fix this issue and restore the old backup from LG again and let see if your 2FA app is installed with the old data.

Do you have any backup 2FA secret code?

If you don't have the secret code then you don't have any other option, only support can help you to reset your 2FA, and next time backup important things like the secret code for future recovery.

Never use a custodial platform as your wallet. I think you have already seen how easy it is to lose funds when you use custodial platforms like coinbase. Move your funds to noncustodial software or Hardware wallets for increased safety.

You may have to wait a little longer, their support has been very slow in responding to issues lately

It is not a time issue.  Android kept deleting apps when I rebooted and I was having to constantly reinstall some apps.  So, I did a backup before my next reboot.  Sure enough it deleted some apps.  So, I restored (using LG back up & restore.)  Afterwards I was never again able to log into anything that used (Google) Authenticator.  I tried redoing the 2FA stuff, reinstalled Authenticator, etc, etc.  No luck.  Yesterday I got a support ticket from Coinbase but they haven't called me yet.

To complicate the issue, because of my phone issues I just ordered a Samsung Galazy M51 which should arrive tomorrow.  If the support person calls before I receive the new phone I should probably ask him to call again later after I get it.  I'll be keeping the same phone number, but I don't know what other implications there might be.  

I think I'll have to go through some kind of tedious verification process involving faxing of documents, (IDs etc) and other stuff for each site/app that uses Authenticator.  Perhaps for Authy also.  Sigh.....

I guess he is talking about time codes sync which can be the only problem can arise with authentication apps and its very simple to sync them again to correct codes by simply navigating to setting - time correction for codes  - sync again.

Which 2FA app are you using? Do your 2FA for other sites work normally? If they do, then it is not an issue with your sync time and rather an issue with Coinbase. Do you have your shared secret/back up code written down somewhere? If so, you could try importing it in to a different 2FA app (I would recommend an open source one such as Aegis), and try the code it generates.

Time-based one time passwords (TOTP), which is what 2FA apps use, are based on Unix time, and so time zones are irrelevant.

When you tried to sync the correct time zone, does it shows "time adjusted successfully"? I don't see the reason why you shouldn't log in when time zone is not synchronised. Also give a time for coinbase support to give ears to your request ticket if the fault is from their end.
I think submission of documents for verification would be requested if the 2fa key is misplaced while 2fa authy app is uninstall from your device.

Have you tried to check your clock time zone? try to change your time zone to the correct one and try to sync the authenticator again.

If not work then try the method from Coinbase support from this link below.

- https://help.coinbase.com/en/coinbase/managing-my-account/get-back-into-my-account/2-step-verification-troubleshooting#authy-totp---not-supported

It will ask for personal documents if you are a verified user you must submit the same documents or any valid documents.

I am unable to log in to either Coinbase or Coinbase Pro using the authenticator app.  I simply get the code "That code was invalid. Please try again."  I don't know anything else to try, times are in sync, and Coinbase support seems to be nonexistent.

Luckily I had moved most of my assets to BlockFi.  I guess I'll have to move crypto to Gemini if I want to trade.

If anyone has any ideas I'm willing to try.