Find answers to some of the most frequently asked questions related to 2FA:
- Where do I get the 2FA token?
- Invalid 2FA token
- QR code for back up/activation on another phone
- I lost/reset/changed my phone, what to do?
1. Where do I get the 2FA token?
Please note that the 2FA is not generated and sent via SMS.
2FA is generated through the Authentication App (ie. Google Authenticator or Authy). Kindly check the Authentication app to get the 2FA.
2. Invalid 2FA token
Kindly check that your device timing has been synced with your Authentication App with these steps:
For Android devices
Select the button on the top right hand corner > Select "Settings" > Select "Time correction for codes" > Select "Sync now"
For iOS devices
Go to the "iPhone Settings App > 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 synced, kindly try again.
3. QR code for back up/activation on another phone
Please note that we are unable to re-provide users with the QR code.
To get the new QR code to back up or set up your 2FA on another device, kindly reset your 2FA by following the instructions in here.
4. I lost/reset/changed my phone, what to do?
If you lose, reset or change your phone, you might lose access to your 2FA code.
In such cases, you may request to disable your 2FA so that you can make the necessary amendments to ensure you are able to carry on Coinhako services.
In the event of a phone change, we strongly recommend getting your Authy or Google Authenticator Apps up and running as soon as possible.
Instructions on how to reset your 2FA can be found here.
If you have any inquiries, kindly contact our support team at firstname.lastname@example.org.
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