At CEX.IO, we understand how important it is to safeguard our platform and our customers’ funds. Therefore, we strongly recommend that you enable two-factor authentication (2FA) on your account. With 2FA enabled, it takes two steps to log in to your account. In the first step, you enter your login and password; in the second step, you supply another piece of information to prove that it’s you who’s trying to log in.
On CEX.IO, this piece of information is a 2FA token, which you can receive either via SMS or via the Google Authenticator application.
Depending on the 2FA code delivery method, you may face some issues related to the Google Authenticator app or your mobile service provider. To help you save time, we’ve prepared a list of the most frequent situations with 2FA and troubleshooting steps to sort them out.
Issue | Solution |
SMS |
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SMS doesn't arrive |
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My 2FA token is invalid |
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I’ve changed my phone number and don’t have access to the old number | If you’ve changed your phone number and don’t have access to the old number, you’ll need to request 2FA deactivation. |
I’ve changed or lost my device but have access to the old phone number | You will be able to receive 2FA tokens via SMS without any issues. |
Google Authenticator |
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My 2FA token is invalid |
- If you’re using an Android phone, you can correct any time errors inside the Google Authenticator app. To do so, go to Settings and select Time correction for codes. Then tap Sync now. - If you use an iPhone, set it to the internet time to make sure the clock is synced properly. Check that in your phone settings: go to General → Date & Time → Set Automatically.
The Google Authenticator App changes tokens every 30 seconds. If you start entering a token when it’s about to change, it may become invalid before it’s submitted. In this case, simply enter the token again right after it changes.
If you have two or more 2FA codes for your CEX.IO account or have codes for other resources in Google Authenticator, it’s easy to accidentally enter a wrong 2FA code. Just try again and make sure you enter the right one.
Note: You can have two or more 2FA tokens for your CEX.IO account if you disable and re-enable 2FA and don’t delete the previous tokens after doing so. Make sure to keep only the current 2FA token for your CEX.IO account in the Google Authenticator app on your device. |
I’ve lost/changed/upgraded my device or Google Authenticator app but I have my backup key | If you have a saved backup key, you’ll be able to recover access to your account easily. To do so:
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I’ve lost/changed/upgraded my device or Google Authenticator app and don’t have my backup key | If you’ve lost your backup key and don’t have access to your 2FA code, you’ll need to request 2FA deactivation. |
I want to move my 2FA tokens to a new device and still have the old device | You’ll need to deactivate 2FA, then enable it again using your new device (and save the key).
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