Strong authentication is required to comply with European regulations and ensure the security of your transactions. It helps prevent fraud by ensuring that only the account holder can approve sensitive transactions.
Find more explanations in this article: What is Strong Customer Authentication (SCA) and what does it involve?
Your strong authentication may need to be reset for several reasons:
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Unusual actions: Your account may be locked for security reasons after multiple incorrect PIN code attempts.
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Uninstalling/Reinstalling the Coinhouse app: If you have uninstalled the Coinhouse app, reset your mobile, or performed a software update modifying security settings, you will need to reinstall the app and reset strong authentication.
- Using a VPN: Using a VPN may also cause a blockage, as it can be interpreted as an attempt to log in from an unusual or unauthorized location.
I still have my old trusted device
If you still have access to your old trusted device, you can change it independently:
- Go to the app, under the "Security" tab, then "Trusted Device", and tap the trash icon to remove it.
- You will then be able to naturally enroll your new trusted device on your new phone.
I no longer have my old trusted device :
- Uninstall the Coinhouse app.
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Fill out the reset form here :
- Provide a selfie of yourself holding your ID, along with a front and back copy of it.
- Make a one-euro transfer to Coinhouse's bank account (Société Générale). This amount will be refunded once your identity is verified.
- Wait for support validation: Once the transfer is received (1 to 3 days), processing usually takes less than 24 hours. We will send you an email to guide you through the rest of the process. You will then be able to choose a new PIN code to access your account.
For any request related to strong authentication with a PIN code, it is mandatory to provide a selfie of yourself holding your ID as well as a front and back copy of it.
It is also mandatory to make a one-euro transfer to Coinhouse's Société Générale bank account, which will be refunded once your identity is verified:
Bank: Société Générale
Reference country: France
Account holder's name: COINHOUSE SETTLEMENT ACCOUNT
IBAN: FR76 3000 3019 5000 0010 3377 743
BIC: SOGEFRPP
Address:
SG PARIS RÉAUMUR ENT (01950)
132 RUE RÉAUMUR
75002 PARIS
For fast processing of your request, please include this reference in the transfer description: "SCA your first name and last name"
You must fill out this form to reset your PIN code: Fill out the form!
For any request related to strong authentication with a PIN code
It is mandatory to provide a selfie showing you holding your ID as well as a front and back copy of it.
It is also mandatory to make a one-euro transfer to the Coinhouse Société Générale bank account, which will be refunded once your identity is verified:
Bank: Société Générale
Reference country: France
Account holder name: COINHOUSE SETTLEMENT ACCOUNT
IBAN: FR76 3000 3019 5000 0010 3377 743
BIC: SOGEFRPP
Address:
SG PARIS RÉAUMUR ENT (01950)
132 RUE RÉAUMUR
75002 PARIS
For a quick processing of your request, please include this reference in the transfer description: "SCA your first and last name"
After following the SCA procedure and once the transfer has been received by Coinhouse, we will contact you to guide you through the next steps of this procedure. To help you, here are two visual guides for performing this operation on Android and Apple:
Android 🤖
- Go to your device settings.
- Navigate to "Apps" and select Coinhouse.
- Click on "Storage".
- Click on "Clear cache" and "Delete data".
Apple 🍎
- Go to your iPhone settings.
- Navigate to "General", then click on "iPhone Storage".
- Find and select Coinhouse.
- Click on "Offload App" to delete temporary data.
This process ensures that your new device is correctly configured and that all obsolete data is removed.
Why clear the cache?
Clearing the cache helps resolve performance issues, prevents synchronization errors, and protects your sensitive data by removing temporary information stored on the old device.
If you encounter any difficulties, do not hesitate to contact our technical support for personalized assistance.
If you have any further questions, we are at your disposal !
Monday to Friday : from 9:30 to 12:30 and 13:30 to 18:00.
- Write us here
- Contact us by phone 👉 +33 1 82 88 29 51