I. Difference Between Resetting and Changing Email

• Reset Email: This process does not require verification of the original email code. If your registered email is inaccessible or you can't receive the verification code after adding CoinEx’s email addresses to your whitelist, you can go to [Help Center] > [Reset Email Address] to reset your email.

🔗 Explore More: How to Whitelist Emails from CoinEx

• Change Email: Requires verification of the original email verification code. If your registered email is accessible but you want to change it to another email, go to the "Security Settings" page to modify it.

II. How to Reset Email Account

1. Open the CoinEx App, tap the [Avatar] icon in the top-left corner, then tap [Help Center] and select [Reset Email Address].

2. Carefully read the “Reset Confirmation”. If everything is correct, check [I’ve read and agreed to all above] and tap [Confirm].

3. Enter your registered email account and password. If everything is correct, tap [Next].

Note: If you lost your password, tap [Forgot Password] to submit documents for a reset. After successfully resetting your email, you can change your password. 

For details, refer to How to Reset Login Password (App).

4. Verify with your bound security tool (TOTP/Mobile Number/Passkey). After verification, tap [Next].

Note:

• If you have multiple security tools and one is unavailable, tap [Switch verification tool] to complete verification using another available security tool.
• If all 2FA methods are unavailable, tap [Unable to use security tools] to submit documents for reset. After successfully resetting your email, you can reset your security tool.

🔗 Explore More: 

How to Reset/Change TOTP (App)

How to Delete/Reset Passkey (App)

How to Reset/Change Phone Number (App)
 

5. Verify your new email: Enter a new email that has not been registered with CoinEx, tap [Send code], enter the email verification code sent to your new email, and tap [Next].

6. Information verification: You need to complete verification based on your account status.

Case 1: Answer Security Questions
(1) Carefully read the "Attention" and 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 the answers are correct, the email will be reset. Tap [Back] to log in with your new email.

Note:

• You have only 3 attempts to answer the questions. If you fail, you can choose [Continue] or [Submit documents] for manual review to reset your email.
• If you run out of all attempts, you can only reset your email by submitting documents for manual review.

Case 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.
• It is a high-value asset account.

(1) Tap [Face Recognition].

(2) Tap [Continue].

(3) Select your country of residence and tap [Continue].

(4) Tap [Continue] to start face recognition. The following tips can help you complete biometric verification smoothly:

• Prepare your camera: Ensure your camera is functioning properly.
• Choose a well-lit area: Complete identity verification in a well-lit environment, avoiding dark or backlit settings.
• Ensure your face is within the frame: Make sure your face is fully visible and centered in the frame.
• To ensure successful verification, please do not wear hats, glasses, or masks.

After submitting biometric verification, patiently wait for the review results.

Note: Even if biometric verification is successful, if your Primary verification is invalid to verify your account ownership, your application may still be rejected. In this case, additional information will be required to reset your email.
 

Case 3: Validate Historical Deposit/Withdrawal Records from Third-Party Platforms with Screenshots or Screen Recordings

If your account has not completed Primary verification but has deposit/withdrawal records, upload screenshots or screen recordings of historical deposit/withdrawal records from third-party platforms as required. Once approved, your email will be successfully reset.

(1) Screenshot Requirements:

• Screenshots of historical deposit/withdrawal records from third-party platforms must include the currency, amount, time, and Transaction ID.
  • If you deposited from Platform A to CoinEx, provide the withdrawal records from Platform A.
  • If you withdrew from CoinEx to Platform B, provide the deposit records from Platform B.
• Screenshots of emails or blockchain explorers are considered invalid.

(2) Screen Recording Requirements:

• The video must be recorded with another device, showing your face and the recording time.
• Transaction information must include the currency, amount, time, and address/TXID.
• Content from CoinEx, blockchain explorers, or emails is invalid.
• The video size must not exceed 10MB, in MP4 or MOV format, with clear and visible content.

Note:

• To ensure account security, withdrawals are disabled for 24 hours after resetting your email.
• If your account has no assets and both your email and password/security tools are lost, it is recommended to register a new account.

III. How to Change Email Account

1. Open the CoinEx App, log in to your account, and tap the [Avatar] icon in the top-left corner, then tap [Security].

2. On the Security page, tap [Email] > [Change Email].
Note: To change your email, you must first set up two-factor verification (TOTP/Mobile Number/Passkey).

3. Tap [Continue] to confirm the change. Obtain and enter the Email Verification Code.

4. Verify your bound security tool (TOTP/Mobile Number/Passkey). After verification, tap [Next].

Note:

• If you have multiple security tools and one is unavailable, tap [Switch verification tool] to complete verification using another available security tool.
• If all 2FA methods are unavailable, tap [Security authentication unavailable?] to go to the "Reset Email" page.

5. Enter a new email address that has not been registered with CoinEx and tap [Confirm].

6. Enter the Email Verification Code sent to your new email to change your email.