What is Two-Factor Authentication (2FA)? 

2FA helps users verify their identity with a secondary piece of information on top of their email and password combination. 2FA usually comes in the form of a six-digit code generated by an external authenticator app.

The code is only available for a short period of time, after which it expires and can no longer be used for verification.

Why is 2FA important?

The email address and password combination, while necessary, are sensitive and vulnerable to attacks by third parties. With 2FA, there is an added layer of security to keep malicious actors out while ensuring your information remains protected.

Setting up 2FA on Coinhako

To set up your 2FA, you will first need to have access to an Authenticator App to generate a 2FA for any cryptocurrency transaction. We recommend downloading either Google Authenticator or Authy to manage your 2FA. Otherwise, other Authenticator Apps of your preference should work as well. You will be required to follow the steps on both our website and the Authenticator App you are using:

Before you start, make sure you have an OTP app (Google Authenticator, Authy or Duo) installed on your mobile device. 

1. On your web browser, log in to your Coinhako account.

2. Click on the “human” icon on the top right, then select “Account Information” on the dropdown menu.

3. On the Account Information page, select “2-Factor authentication”.

4. Click on the toggle button beside ‘2FA is disabled’ — you will be prompted to install an authenticator app on your mobile device. Once you have an OTP app installed, click “Next step”.

5. Launch the authenticator app on your mobile device, and follow the instructions for the respective apps to scan the QR code.

6. 2FA should now be enabled on your Coinhako account.

How do I use 2FA on Coinhako?

After you enable 2FA on your Coinhako account, you will now be prompted for a 6-digit code whenever you log in. Here’s how you can find the code:

1. When prompted for the 6-digit code, launch the authenticator app on your mobile device. 

2. On the app, look for the 6-digit code under “Coinhako”

3. Type the code, then the click “Authenticate” 

Resetting your 2FA

Note: If you've changed your email address, reset your password and/or 2FA, withdrawals will be disabled for 24 hours. 

To reset your 2FA, you will first need to disable it. There are 2 ways to disable 2FA at the moment:

1. Disable 2FA on Account information page

If you still have access to your authenticator app, you can disable 2FA on the Account information page by following the instructions below:

• On your web browser, log in to your Coinhako account.

• Click on the “human” icon on the top right, then select “Account Information” on the dropdown menu.

• On the Account Information page, select “2-Factor authentication”.

• Click on the toggle button beside ‘2FA is enabled’ — you will be prompted for a 6-digit code 

• Launch the authenticator app on your mobile device, then enter the 6-digit code. Once done, click “Confirm”. 

• 2FA should now be disabled on your Coinhako account.

2. Disable 2FA with Selfie

If you are unable to access your authenticator app, you can reset your OTP using the selfie option by following the instructions below:

• On your web browser, log in to your Coinhako account.

• When prompted for 2FA code, click 'I want to reset 2FA' 

• Read the instructions carefully before submitting your selfie

• Your ID document/passport, to be held up with your left or right hand. This has to be the same ID document/passport you used to verify your account.

• A piece of paper, to be held up with your left or right hand, with "Coinhako Reset 2FA - Submission date" hand-written on it.

• All details must be clearly displayed in the picture so that we can counter check all information and verify your request to disable.

• Do not forget to include your face in the selfie.

• Below is an example of how your selfie should look like:
  

• After taking the selfie, upload it by clicking ‘Choose File’ and select the document from your computer.

• Once done, select 'Request 2FA Reset' — your 2FA will be disabled once we receive your selfie and verify your request.
  

After disabling your 2FA, you can re-enable it by following the instructions found here. 

I lost access to my OTP app, what should I do?

If you lose, reset or change your phone, you may lose access to your 2FA code. In such cases you should reset your 2FA as soon as possible — you can instructions to reset your 2FA above.