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Troubleshooting Enhanced Security (2FA)

  • Updated


If you no longer have your Enhanced Security device, and you're unable to sign in, then we can remove two factor authentication (2FA) for you.

But, before jumping ahead and removing extra security from your account, it's good to run through some troubleshooting steps. 

 

Authenticator app (TOTP) troubleshooting

Authenticator apps can sometimes have trouble displaying accurate codes. To help display an acurrate code, you can:

  • Ensure the time and timezone on your mobile device is correct. Even a few seconds difference can cause an incorrect code. You should always set up your devices to automatically display the current time. 
  • Manually toggle the time on your device to a different time, then set it back to ‘automatic’. This may resolve any time syncing issues.
  • Re-sync your codes, if your authenticator app has the option. This might be shown as 'Time correction' in the settings of your authenticator app. 
  • Delete and re-install the authenticator app — as a last resort. Please ensure that any other authentication codes on the app are backed up before doing so.

If you've lost access to your authenticator app, you'll need to:

  • Use another authentication method from the 'More options' menu.
  • Manually remove 2FA from your CoinJar.

 

SMS authentication troubleshooting

SMS authentication messages are usually received within 30 seconds of being requested. If you're not receiving SMS codes, you can:

  • Restart your phone. Power it off completely and then turn it on once more.
  • Ensure you're connected to your mobile provider and have a strong, clear signal.

If you're travelling internationally or are in an area without reception, you'll need to:

  • Use another authentication method from the 'More options' menu.
  • Manually remove 2FA from your CoinJar.

 

Manual removal

If these troubleshooting tips aren't helping, or you otherwise need to have 2FA removed from your CoinJar, please see our article on removing Enhanced Security from your CoinJar. 

Don't worry — you'll still be able to access your Support Portal. You'll just need your CoinJar's email and password.



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