If you want to reset your CoinLion account's 2FA authentication please follow the instructions below.
Step 1: Locate your recovery code that you saved when you first established your 2FA - See below screenshot showing where the recovery code was displayed at signup. At signup you have also checked that you safely recorded this code. Locate this code.
Step 2: You may use this recovery code to login to your account without your device.
If you have lost your device and wish to reset your 2FA
Step 1: Create a support ticket via support.coinlion.com in the dropdown select "Reset 2FA"
Step 2: Include the following in the description text
- Your email address associated with the account.
- Your Full Name
- Date of Birth
Step 3: Attach your ID to the support ticket - Front and Back. For Passports please attach the cover page and personal page.
When taking photos of your ID for submission please follow the following guidelines.
Place ID on a dark surface.
Document verification works best when there is contrast between the ID and the surface on which it is placed. Preferably use a plain black paper or a black sheet with no text or printing on it.
Place ID on a plain surface.
It should not be placed on a newspaper, magazine, keyboard, countertop or on your thigh. Holding the document in your hand and scanning it may result in a failed verification. Any key elements that are obstructed (barcodes or text) may result in a failed verification. Use a plain dark background and ensure fingers are not obscuring the document.
All 4 corners visible.
When you image an ID/passport, align the edges of the ID or passport bio page within the camera screen and ensure all 4 corners are visible.
Right distance between the ID and device.
Hold the device over the ID at a distance where the document is completely inside the camera screen. For passport ensure that the bio page (the page with name, passport number, photo etc) is the only page in view.
When you scan the document, please ensure there is no glare on it. You might have to scan it multiple times if there is glare.
Avoid dark areas.
Scan the document in well-lit room or area (not in a darkened room or area). Normal daylight or a well-lit room is ideal.
Avoid skewing of image.
Images should not be skewed / angled within the picture (2-3 degrees is acceptable). The edges of the image should align with the edges of the photo as closely as possible.
Try to not to shake the device when you are taking the image of the ID document. Images that are too blurry may not be verified.
See below for the examples of the correct way to take a photo of your ID
Step 4: Attach a photo for facial recognition holding your ID with a note below that says "CoinLion 2fa Reset" and the date. See below for example.
Step 5: Once your request has been reviewed and your identity correctly verified you will receive and email letting you know that your 2FA has been reset. You can then proceed to login and setup your 2FA on your new device. Please allow up to 7-10 business days for this process to be completed.