How do I reset my Two Factor Authentication (2FA)?


If you cannot access your account and need to reset your 2FA, Cryptopia support will need to assist you. Please send an email to support@cryptopia.co.nzand we will be able to help you reset your 2FA. 

In your email, to enable us to verify that you are the account owner, please provide us with a minimum of three records of your account information from the list below:  
  • Recent deposits
  • Withdrawals and trades
  • Your balances
  • Wallet address
  • Payment IDs
  • Tx ID’s
  • Login dates
  • IP address
  • Registration date

PLEASE NOTE: We will not change your email address without verifying your identity and will contact you further if the details you supply are not sufficient.


These are the most common types of 2FA issues:

#1: My account is set to 2FA Email and I no longer have access to that email account. 


If you no longer have access to your email account (for example if you believe it has been compromised) and you are unable to access your emails to retrieve your dynamic email code, the support team will be able to change the email address associated with your Cryptopia account after you have sufficiently verified your identity.


#2: My account was set to 2FA PinCode and I do not remember or cannot access my 4-8 Digit PinCode.


If you cannot access or remember the 2FA code on your account, the support team we will be able to reset your account to require dynamic email codes as the default after you have sufficiently verified your identity.

PLEASE NOTE: For your security Cryptopia staff have no access to view your 2FA codes. You should never disclose your 2FA code to anyone, including Cryptopia staff. 


#3 – My account was set to an Authentication Application and I have lost/broken my phone.


If you have lost the device that you had linked to your Authentication Application (such as Google Authenticator or Authy), the support team will be able to reset your account after you have sufficiently verified your identity.


#4 – My account was set to a Cryptopia Authentication Device and I have lost it.


If you have lost your Crytopia Authentication Device, the support team will be able to reset your account after you have sufficiently verified your identity.


PLEASE NOTE: If you are able to access your account, you can change your own 2FA preferences by following these instructions.