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Two-Factor Authentication FAQs Print

Modified on: Mon, 6 Jun, 2022 at 3:06 PM

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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.


 

While logging in prompted Authenticator App OTP

NOTE: For security of your account, it is mandatory to set up Two-Factor Authentication after your 3rd login attempt.

By your 4th login attempt, to get access to your account, you will be prompted to set up Two-Factor Authentication. Please download Google Authenticator and then follow the steps below.

Click on the links below to download the Google Authenticator app:

 

  1. Log in to your CoinZoom account. As soon as you login, it will show you a QR Code and a Setup Key (Secret Key).
  2. Open your Google Authenticator app and click on the plus “+” icon. It will show you two options, “Scan a QR code” and “Enter a setup key”.
  3. If you wish to “Scan a QR code”, then you will need another device to login to CoinZoom account to scan the QR code from your phone. If you don’t have another device (one more phone or a laptop/computer), then follow the step number 4.
  4. If you wish to “Enter a setup key” in the Google Auth app, copy the long “Secret Key” from CoinZoom account above the QR Code by clicking on “Copy Secret Key” button. Now paste it on the next page on Google Authenticator app. Enter “Account Name” as “CoinZoom”, select “Time based” as “Type of key” and click on “ADD”.

 

 

 

  

5.  Once you are done, the Google Authenticator app will show a new entry with a 6-digit OTP that changes every 30 seconds.

6. Click on “CONTINUE” in the CoinZoom Pro app. It will then ask for authenticator app OTP. Enter the 6-digit OTP from Google Authenticator app and your Two-Factor Authentication setup will be completed.

7. Click on the link below to watch a short video on these steps:

Two Factor Authentication Set Up - Video

Note: Once you have setup Two-Factor Authentication, you will not receive OTP via email.




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 encourage use of 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

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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

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