Have problems with 2FA?

Find answers to some of the most frequently asked questions related to 2FA:

1. Where do I get the 2FA token?
2. Invalid 2FA token
3. QR code for back up/activation on another phone
4. I lost/reset/changed my phone, what to do? 

1. Where do I get the 2FA token?

2FA is generated via authenticator apps, like Google Authenticator or Authy. Remember to check your authenticator app for your six-digit 2FA code.

2. Invalid 2FA token

You can check if your device timing is synced with your Authenticator App using these steps:

For Android devices

Launch the Authentication app > Select the button on the top right hand corner > Select "Settings" > Select "Time correction for codes" > Select "Sync now"

For iOS devices

Navigate to the  Settings page > Select "General" > Select "Date & Time" > Enable "Set Automatically"(If it is already enabled, disable it, wait a few seconds and re-enable)

If you find that the time is still unsynced, try the steps above again. If the issue persists, you can reset your 2FA by following the instructions here.

3. QR code for back up/activation on another phone

As we are unable to re-provide users with the QR code, you will have to reset your 2FA. Here’s how you can do it. 

4. I lost/reset/changed my phone, what to do?

If you lose, reset or change your phone, you may lose access to your 2FA code.

In such cases, you can request to disable your 2FA to make the necessary amendments so that you can continue using Coinhako’s services. Here’s how to do it.

In the event of a phone change, we strongly recommend getting your Authy or Google Authenticator app up and running as soon as possible.

If you have any further inquiries, please do not hesitate to contact our support team here. 

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