How to Reset Your Two-Factor Authentication (2FA)
If your two-factor authentication (2FA) one-time password generator is no longer working, you may need to reset it. This is often necessary if you change or lose your phone, delete your authenticator app, or encounter similar issues.
2FA is a security layer for logging in, authorizing trades, or sending currency. If you still have the secret key from when you first set up your authenticator app, you can re-enable 2FA directly. Otherwise, you will need to contact CoinZoom to have it reset.
Requirements for Reset
To reset your 2FA, you must submit:
A clear photo of your photo ID
A video of yourself reading the required statement while showing your face and photo ID
Upload Instructions
Securely upload your 2FA reset video and ID here: [secure upload link].
After uploading, send an email to [email protected] to let us know you have submitted the files and are requesting a 2FA reset.
Once your identity is verified, CoinZoom will reset your 2FA and send instructions to re-enable it. Processing typically takes 24–48 hours after your video and ID are received.
Photo ID Guidelines
Use the same government-issued ID you originally used to verify your account
Ensure your face, name, and address are clearly visible
Avoid glare or reflections that make the ID hard to read
Video Guidelines
Your video must include:
Your face in clear lighting
Your photo ID held near your face, fully visible and legible
You are speaking the following statement:
My name is (state your name). Today’s date is (state the date). The email address for my CoinZoom account is (state your email address). I want my two-factor authentication reset for my account, and I authorize CoinZoom Support to do it. I truthfully declare that I am the rightful owner of this account. |
Final Steps
Take a clear picture of your photo ID
Upload both the ID photo and the video to the secure upload link
Reply to your open support ticket confirming you have submitted the files
For guidance, you may review the sample video provided in the Help Center.