Solution home General FAQ

Two-Factor Authentication FAQs Print

Created by: Jackson Turner

Modified on: Fri, 21 Aug, 2020 at 3:21 PM

Table of Contents


What is Two-Factor Authentication?

Two-factor authentication provides an extra layer of security. Since two-factor authentication apps are not tied to your phone number (you'll still need a phone number associated with your CoinZoom account in order to buy or sell digital currency), you will be protected even in the event of an attacker compromising your phone number.


When using Google Authenticator for your 2-step verification codes, you will still be protected even if your password is stolen and your phone number is ported. When using Google Authenticator, the only way to generate 2-step verification codes is by physically accessing your Google Authenticator app.


Please note: 2FA replaces OTP email security measures. When you set up 2FA, you will no longer receive those OTP emails when logging in.



How do I set up two-factor authentication?


Video Set up Two-Factor Authentication


Google Authenticator provides an extra layer of security. Since the Google Authenticator app is not tied to your phone number (you'll still need a phone number associated with your CoinZoom account in order to buy or sell digital currency), you will be protected even in the event of an attacker compromising your phone number.


When using Google Authenticator for your 2-step verification codes, you will still be protected even if your password is stolen and your phone number is ported. When using Google Authenticator, the only way to generate 2-step verification codes is by physically accessing your Google Authenticator app.


Please download an Authenticator app before beginning this process.


To Enable the Google Authenticator App on your CoinZoom Account:


  1. Log into your CoinZoom account
  2. Click on "Settings"
  3. Click on "Two Factor Auth"
  4. From your Google Authenticator  app click the plus or "+" icon
  5. You can choose to "Scan Code" from your mobile phone and then point your camera at the QR code
  6. A new code "CoinZoom" will appear in your list of codes
  7. Enter this code in the "Authenticator Code" box
  8. Click "Enable 2FA" button
  9. Save a copy of the "Two-Factor Authentication Secure Key" in a secure, safe place




Google Authenticator 2FA Troubleshooting

Failure when attempting to send crypto to an external wallet

This can happen if there is a lock on funds that were deposited using a debit card.  Debit Card deposits are locked from being sent out of the exchange for 7 days from the time of deposit.



General Failure

Logging in using Google Authenticator can fail when the Google Authenticator app is not synced correctly.

To make sure that you have the correct time:

On Android
  • Go to the main menu on the Google Authenticator app
  • Tap Settings
  • Tap Time correction for codes
  • Tap Sync now
On the next screen, the app will confirm that the time has been synced, and you should now be able to use your verification codes to sign in. The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date & Time settings.  Reference documentation
On iOS
  • Open the Settings app of your iPhone home screen
  • Tap General
  • Tap Date & Time
  • Disable Set Automatically Option and re-enable again
  • Reboot your device

If you'll keep experiencing issues with 2FA after completing these steps, contact support and we'll help you further.



What can I do if I lost the device with my 2 factor authentication?
We can help you get around the loss of your 2FA. We do need to ensure that we're working with the owner of the account.In order to do this we can schedule a ZOOM meeting. During the ZOOM meeting the account owner is required to be visible on camera showing the same documents they provided when they completed their KYC verification: Driver's License, Passport, etc.
Please create a support ticket by clicking on "+New Support Ticket" when you're ready to schedule the ZOOM meeting.

What two-step authentication apps can I use?

Currently, we only allow the Google Authenticator app.





I want to move my 2FA codes to a new device and still have the old device
  1. Log in to CoinZoom by using your username/password and a 2FA code from your old device
  2. Go to your Security Settings page: 
  3. Click on "Two Factor Auth"

  4. Input your 6-digit code from the Authenticator on your old device to disable it

  5. From your Google Authenticator  app click the plus or "+" icon
  6. You can choose to "Scan Code" from your mobile phone and then point your camera at the QR code
  7. A new code "CoinZoom" will appear in your list of codes
  8. Enter this code in the "Authenticator Code" box
  9. Click "Enable 2FA" button
  10. Save a copy of the "Two-Factor Authentication Secure Key" in a secure, safe place



My 2FA Stopped Working (Incorrect Code) Error

Please make sure the clocks on your devices are synced. Otherwise, your 2FA generated code might not work properly.


Incorrect Code" errors with Two-Factor Authentication

The most common cause for "Incorrect Code" errors is that the time on your Google Authenticator app is not synced correctly.

Follow the instructions to make sure that you have the correct time in your Google Authenticator app.

For Android users:

  1. Go to the Main Menu on the Google Authenticator app
  2. Select Settings
  3. Select Time correction for codes
  4. Select Sync now

WechatIMG20.pngWechatIMG21.pngWechatIMG22.png

On the next screen, the app will confirm that the time has been synced, and you should now be able to use your verification codes to sign in.

For iOS (Apple iPhone) users:

  1. Go to the iPhone Settings.
  2. Select General
  3. Select Date & Time
  4. Enable Set Automatically

11.jpg12.jpg13.jpg



J
Jackson is the author of this solution article.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.
Help Desk Software by Freshdesk