FAQ: Two Factor Authentication Account Changes

Dear Cryptopians

To improve your account security, we are phasing out the below static Two Factor Authentication (2FA) options from the exchange as we are committed to providing a secure experience for our users:


  1. 4-8 Digit PinCode
  2. Password
  3. Security Questions
 
If you login from a new IP address, you will be prompted to enter a dynamic unique code that will be emailed to your registered email address every time you sign in (Email Two Factor Authentication). Email will become your default Two Factor Authentication for every login after that.


Who will these changes affect?


All users who have set their login 2FA to be a static PinCode, Password or Security Question will be affected by this change if they attempt to login from a new IP address.

If you have your login 2FA set to static PinCode, Password or Security Question, you will now be required to enter a unique code that will be emailed to your registered email address (Email Two Factor Authentication) for every login.

NOTE: The unique code will expire after 15 minutes. 
 

What if my Two Factor Authentication default is either an Authentication Application (such as Google Authenticator or Authy) or a Cryptopia Authentication Device?


If you have your account already set to a dynamic 2FA through either an Authentication Application (such as Google Authenticator or Authy), or you use a Cryptopia Two Factor Authentication Device, there will be no change to the way you sign into your account.


What do I need to do?


We strongly recommend that all users set up dynamic Two Factor Authentication via an Authentication Application (such as Google Authenticator or Authy) or use a Cryptopia Authentication Device.

Please see this article on the Help Centre that has instructions on how to set these up.

If you would like to continue using your new dynamic default (Email Two Factor Authentication), there is nothing you need to do except ensure the security of your email account.


Why are you making these changes?


There has been an increase in phishing scams targeting Cryptopia users. Your security is our first priority and this change will add dynamic layer of increased security to protect your account. 

We are removing all static Two Factor Authentication options and ensuring the three remaining 2FA options are dynamic and therefore more secure (Email, Authenticator Applications, Cryptopia Device).

NOTE: Please read this article to ensure your account is as secure as possible. 

If you suspect your account has been compromised, please lock your account immediately and follow the instructions in this article.
 

What if I do not receive my Email Two Factor Verification Code via email?


There are a small amount of email domains that block some emails sent from Cryptopia. If you experience issues receiving emails from Cryptopia, please see this Help Centre article to help troubleshoot. For further information on how to troubleshoot this issue.



What if I can’t log into my account?


You can send us a message via Facebook Messenger and we will respond within 24 hours.

Alternatively, if you are unable to log into your account, please email our support team at support@cryptopia.co.nz with the subject ‘2FA Reset’.


Happy (More Secure) Trading!

The Cryptopia Team