Two-factor authentication (2FA) troubleshooting tips

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/phone call 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/Phone 2FA

My 2FA token is invalid

This may occur if the SMS code is delivered late and has already expired.

If SMS delivery takes too long, try using the phone call option for a while. Most of the time, late deliveries are resolved by mobile providers in a matter of hours.

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 submit a request via our Help Center to restore access to your account.

For security reasons, we’ll ask you to pass a 2FA verification procedure that includes providing particular account-related information and photos of:

  1. Your ID next to a note with the handwritten text “CEX.IO 2FA disable,” your name, and the current date
  2. Yourself holding your ID and the note

When submitting a request, make sure to select “2FA Disable Request or Withdrawal Pin Code reset request” and provide complete and accurate information.

I’ve changed or lost my device but have access to the old phone number

If you’ve changed your device but have the same phone number, you will be able to receive 2FA tokens via SMS or a phone call without any issues.

If you’ve changed your device and don’t have access to the old number, you’ll need to submit a request via our Help Center to restore access to your account.

SMS doesn’t arrive

This may happen if your device’s SMS inbox is full. In this case, try to delete some messages from your inbox and request a code again or try using the phone call option.

Google Authenticator
My 2FA token is invalid
  1. Invalid tokens can be caused by incorrect device time settings. Make sure your clock shows the correct local time, date, and time zone to work properly. 
  • 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.

2. The 2FA token has already expired by the time you finished entering it.

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.

3. You accidentally entered the wrong 2FA token.

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:

  • Download the Google Authenticator app to your device
  • Manually enter the backup key in the app to add your CEX.IO account

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 submit a request via our Help Center and pass a 2FA verification procedure to restore access to your account.  

When submitting a request, make sure to select “2FA Disable Request or Withdrawal Pin Code reset request” and provide complete and accurate information as prompted.

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).

  1. Log in to your CEX.IO account using your username/password and the 2FA code from your old device.
  2. Go to Profile → Securityhttps://cex.io/trade/profile#/security
  3. Select Edit Settings  Deactivate 2FA.
  4. Then re-enable 2FA, choosing the smartphone app option.
  5. Download the backup key and save it.
  6. Scan the QR code with your new device to enable 2FA.
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