I can't access my authentication application

Your two-factor authentication application (2FA) is only connected to the single mobile device on which you installed it. This is the case for Google Authenticator, which we use in our examples.

You lost or broke your telephone

If you can no longer access your authentication application because you have lost or broken your smartphone, you will need to associate two-factor authentication (2FA) with your new phone.

To do this, after installing the Google Authenticator application, you must enter the secret key that the application displays you when you first configured the two-factor authentication for your Coinhouse account. For this reason, it is very important to note this secret key and keep it when you first activate your 2FA:

1/ Open the Google Authenticator application on your smartphone and click on the ''+'' icon at the bottom right.
2/ Click on ''Enter a key provided''.
3/ Enter ''Coinhouse'' in the Account name field
4/ Enter your secret key in the field ''Your key'' and click on the add button

Your 2FA is then configured on your new phone.

If you have not noted your code, you will need to contact our customer service department so that an administrator can disable the two-factor identification (2FA). You will be asked to provide proof of your identity through procedures and documents.

Once access to your account is restored, we will ask you to restore the 2FA with a new secret key from your new mobile device. Don't forget to write it down and keep your secret key this time! 

Disable 2FA from your old phone

If you have simply changed phones but still have access to the old one, you can still use it to log into your Coinhouse account. In your account settings, you can disable the 2FA. However, we recommend that you quickly reactivate it to use it from your new phone.