I lost my Authenticator device or app! How do I reset my 2FA?

If you lost your 2FA device or app, please contact one of our Customer Success Heroes by emailing support@coinberry.com.

In your email, please include:

• Subject Line: Please reset my 2 Factor Authentication
• A qualifying Government-Issued Photo ID (see below for details).
• A picture of yourself while holding your Photo ID with today’s date and Coinberry written on a piece of paper
• A request in the body of the email to reset your 2-Factor Authentication (2FA). 

Directions for your photo verification

• Use the same type of ID you used when you signed up with Coinberry (Passport, Driver's license, etc.)
• Ensure that your ID is not expired
• Ensure your Photo ID is not obstructed by your fingers
• Directly face the camera
• Ensure your face is fully visible in the light
• Do not wear sunglasses or a hat
• Do not use any photo editing software to alter the image

Other valid forms of ID you can use

Should the ID you used to sign-up with Coinberry no longer be valid, or should you no longer have that piece of identification, you can also use any of the following valid IDs: 

• Canadian passport
• Canadian permanent resident card
• Canadian Secure Certificate of Indian Status
• Provincial driver’s license
• Provincial identity cards

Please take note we cannot accept health cards.