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Troubleshooting sign in issues

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1. Enter your CoinJar's email address and password

Visit CoinJar, or open the CoinJar app, and enter your email and password to begin the sign in process.

Resetting your CoinJar password

If you no longer have access to your CoinJar's password, you can select 'Trouble signing in?' on the CoinJar sign in page to request a new password reset email. If you don't receive these reset instructions in your inbox within a few minutes, please ensure they aren't being redirected to your email address's spam/junk folder. 

Please note that CoinJar passwords are encrypted and cannot be recovered if lost. Resetting your password is the only way to regain access to your account, and is easily done if you still have access to your CoinJar's email address.

To help you troubleshoot the issue of being unable to sign in after changing your password:

  1. Check if your browser or password manager is pre-filling the old password. If you use a password manager (like LastPass, 1Password, etc.), check there as well to ensure that your new password is saved correctly.
     
  2. Clear your browser's cache and cookies if issues persist, as this can sometimes resolve autofill problems.
     
  3. Try signing in to your CoinJar using another web browser or device.
     
  4. Check that you haven't inadvertently activated Caps Lock or Num Lock on the keyboard as this can also result in the incorrect password being submitted.

Updating your CoinJar's email address

If you no longer have access to your CoinJar's email address, please email CoinJar Support for assistance. You will be required to provide further verification details in order to have your CoinJar's email address manually updated. 

 

2. Approve your sign in

If this is the first time you're signing in on this particular device, you'll be sent a new sign in approval email to your CoinJar's email address. This is a quick additional security step that allows you confirm your sign in and authorise the device for future sign ins.

 

Approving your sign in on a desktop or laptop

  1. You'll be sent an email called 'Approve your recent CoinJar sign in'. If this is not showing up in your inbox, please check your junk/spam folder. 
  2. Provided you're confident the details of the person signing in match your own, select the orange 'Approve this sign in' button at the bottom of the email. You do not need to reset your password.
  3. With the device now approved, you will be redirected back to sign in with your email address and password one final time. 

Approving your sign in on the CoinJar app

  1. You'll be sent an email called 'Approve your recent CoinJar sign in'. If this is not showing up in your inbox, please check your junk/spam folder. 
  2. Provided you're confident the details of the person signing in match your own, select the orange 'Approve this sign in' button at the bottom of the email. You do not need to reset your password. Clicking the orange button will redirect you back to the CoinJar app, with a success message to let you know you have approved this device.
  3. With the device now approved, you will be redirected back to sign in with your email address and password one final time. 

Approving your sign in on the CoinJar app (QR Code)

This method is best if you're looking to use the CoinJar app but don't have your email account synchronised with your mobile device, or if you're having trouble approving your sign in.

  1. You'll be sent an email called 'Approve your recent CoinJar sign in'. If this is not showing up in your inbox, please check your junk/spam folder. Important: Make sure to open this email on a device different to the one you're trying to approve.
  2. Provided you're confident the details of the person signing in match your own, select the orange 'Approve this sign in' button at the bottom of the email. You do not need to reset your password. Clicking the orange button on the other device will open a new tab and display the QR Code.
  3. In your CoinJar app, tap 'Verify this device using QR code', then scan the QR code displayed on the other device by lining up your device's camera with the QR Code.
  4. With the device now approved, you will be redirected back to sign in with your email address and password one final time. 

Still having trouble? 

Check : Approve your Sign In on the same device you're using to Sign In 

CoinJar uses data known as cookies, which are stored in your browser, to track where you’re signing in from. If your browser is set to block cookies or regularly clears cached information, you might encounter some issues. Typically, browsers don’t do this by default.

This also means that if you start signing in with one browser, you’ll need to approve the sign-in and then return to that same browser to continue. If you switch browsers or devices during this process, you’ll receive a new sign-in approval email, which might feel a bit confusing.

Please make sure you are using the link from the most recent email if you have tried to sign in more than once.
The sign-in link is for one-time use only. If you have already clicked on a previous link, you will need to sign in again to receive a new email and use the link from that latest message. Only right-click on the link in the most recent email.

If clicking the button does not work, try right-clicking the button, selecting “Copy link,” and then pasting it into your browser’s address bar.

Please note: 

In some browsers, you must complete the sign-in process in the same tab where you started. Also, make sure you approve the sign-in on the same device you are using to log in. If you are signing in from a new device, you may need to access your email on that device and approve the sign-in link there.

 

Check : Private browsing mode

If your browser is set to 'private' or 'incognito' mode, CoinJar won't be able to store data, which may cause your sign-in approval to fail. This happens because CoinJar sees each attempt as coming from a new browser and relies on cookies to keep track of where you’re signing in from. Any changes to these will cause your browser to appear as a unique device every time you try to sign in.

To resolve this, please turn off private browsing mode and try signing in again.

 

Check : Web view / "popup" browser window

Depending on your email app, clicking the orange 'Approve this sign in' button might open a separate popup browser window. This could cause your sign-in approval to fail, as this new window may not have the same cached data as your main browser. On iOS, this issue can depend on whether the email app developer has enabled this feature.

To avoid sign-in issues, make sure the orange ‘Approve this sign in’  button opens in your preferred web browser, not as a pop-up or within an app. If it does open as a pop-up or inside an app, right-click (or press and hold) the button in your email to copy the approval link. Then, return to the original browser you were using to sign in and paste the link directly into the URL bar to complete the process.

 

3. Authenticate with Enhanced Security

If you have Enhanced Security enabled on your CoinJar, you'll be asked to authenticate using one of your Enhanced Security authenticators. You can also choose to 'Remember this browser for 2 weeks', which will allow you to sign in on this device/browser without providing authentication for the next 14 days.

If your Enhanced Security authenticator is not providing a correct code

Please refer to our article Troubleshooting Enhanced Security for tips on how to resolve issues related to Enhanced Security codes.

If you're prompted for an authenticator you cannot access

If you have at least one of your Enhanced Security authenticators, you'll be able to select 'More options' to choose any of your active authenticators to be able to sign in. Once signed in, you can visit your CoinJar's under 'More to remove any inactive authenticators.

If you no longer have the ability to provide codes from any of the Enhanced Security authenticators you've added, you will need to remove Enhanced Security from your CoinJar by submitting a new Enhanced Security Removal Request.

More information can be found in our Knowledge Base articles Securing Your CoinJar with Enhanced Security and Troubleshooting Enhanced Security.

 

If the CoinJar website will not load

If you're using an ad blocker, or some other browser plugin that would prevent Google Analytics from operating normally, you may receive a Cloudfront error page or a completely blank screen. Please try disabling any interfering browser plugins or adding CoinJar to the plugin's whitelist. Using an alternative web browser or device may also allow you to sign in if this is the case.

Supported browsers

Using an outdated browser can cause CoinJar to not be displayed correctly at times. CoinJar is supported on the following browser versions: 

Desktop browsers

  • Firefox 28+
  • Safari 7.1+
  • Chrome 35.0+
  • Internet Explorer 11+

Mobile browsers

  • iPhone: iOS 7/ Safari 7.0+
  • Android: Android 4.4+

 

Still can't access your account?

If none of the tips above are helping you to access your CoinJar, please email CoinJar Support for assistance. To expedite this process, please include screenshots of the page you're getting stuck on, and a description of the steps you've taken so far. 

 



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