How to Reset/Change TOTP

Customer Specialist Team

Updated June 24, 2024 11:01

How to reset TOTP if it‘s unavailable?

1. Visit CoinEx official website (https://www.coinex.com), click [Log In] at the top-right to enter your email and password, then click [Security authentication unavailable?] on 2FA page.

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2. Read the [Reset instructions], tick the agreement checkbox, and click [Confirm reset].

3. Enter your email, click [Password Verification] to fill in your password, and click [Next].

If you can't remember your password, please click [Forgot Password] to submit documents for verification.

After resetting TOTP, you will be able to change the password. (Please refer to How to Reset Login Password.)

4. Get and enter the email verification code, then click [Next].

5. After verification, you will need to answer security questions or submit documents for review.

Option 1: Answer security questions

(1) Read the reminder carefully, and click [Start now].

(2) There are 4 questions related to your account. Each question has one or more correct answers. Please choose the correct answers based on your account details.

(3) If your answers are all correct, your TOTP will be reset successfully. Click [Back] to log in to your account and rebind TOTP ASAP.

(4) If you fail to answer all the questions correctly, you can choose [Continue] to answer the questions or [Submit documents] for review.

(5) If you have used up 3 chances, you can only submit documents to reset TOTP. Please click [Continue] to submit documents.

Option 2: Submit documents based on your account status

(1) If your account has been verified, please upload a selfie photo of you holding your ID and a handwritten statement

a. The statement should include the phrase "Apply to reset TOTP on CoinEx" and the application date.

b. Ensure your full face and shoulders are within the frame, and all texts on your ID are fully visible.

(2) If your account has not been verified or your ID verification is considered invalid, you may need to upload the following documents.

a. Screenshot of a history email sent by CoinEx

LIMITED to notifications on deposits, withdrawals, and successful signup or login.
The screenshot should include your email address and the email body

b. Transaction screenshot from the counterparty

For deposits to CoinEx, take a screenshot from the App or website where you SENT the funds.
For withdrawals from CoinEx, take a screenshot from the App or website where you RECEIVED the funds.
Crypto name, amount, time, and address or TXID should be included in the screenshot.
The screenshot taken from email inbox or block explorer will NOT be accepted.

Notes:

1. For account security, withdrawal will be suspended for 24 hours after resetting TOTP.

2. TOTP will be disabled after reset. To secure your assets, please rebind TOTP ASAP.

How to change TOTP?

1. Visit CoinEx official website (https://www.coinex.com), log in to your account, and select [Security Settings] from the dropdown menu under the [Avatar] icon in the top-right corner.

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2. On the "Security Settings" page, click [Change] to the right of "TOTP Verification".

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3. Click [Continue] to proceed to the next step if you are sure about changing the settings.

4. Obtain and enter the "Email verification code", then click [Next].

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5. Select an appropriate Two-Factor Authentication (2FA) method (e.g. SMS / TOTP / Passkey) for verification. Then click [Next].

Notes:

(1) If the current 2FA tool is unavailable, click [Switch verification tool] to use an alternative method to verify.

(2) If all of your other 2FA security tools are unavailable, please click [Security authentication unavailable?] to reset the security tool. Once the tool is reset, you can change your TOTP.

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6. Open Google Authenticator App, tap [+] at the bottom-right, then select [Scan a QR code] or select [Enter a setup key] to input the 32-digit key manually.

Note: Please back up the secret key properly and keep it offline.