How do I reset my phone or email to login?

Losing access to your Coins.ph account can be frustrating, but recovering it doesn't have to be complicated. Whether you've forgotten your login details or lost access to your registered email or mobile number, this guide will walk you through the steps to regain control of your account.

Method 1: Self-Help Account Recovery

If you have lost access to your registered mobile number or email address and are unable to receive your login verification codes, Coins.ph offers a straightforward self-help recovery process directly through the platform.

Steps to Recover Your Account:

1. Visit the Login Page: Open your Coins.ph mobile app or navigate to the Coins.ph login page on your web browser.

2. Click "Need help?": This option is located directly above the login fields on the screen.
    

   

3. Select Your Issue: Choose either "Lost my phone number" or "Lost my email" based on which registered contact method you can no longer access.
    

   

4. Accept the Security Notice: A security prompt will inform you that withdrawals and cashouts will be temporarily locked for 24 hours after updating your details. This added protection safeguards your account from unauthorized activity. Click "Continue" to proceed.
    

   

5. Provide Account Information: Enter the mobile number or email address linked to your account that you can no longer access. (Note: You must input the correct registered details to proceed. If you have completely forgotten your registered details, please refer to our Help Center article or see Method 2 below).
    

   

6. Update Your Details: Input your new active mobile number or email address. Ensure you have access to this new device or inbox, as you will receive a verification code. The "Next" button will activate once you enter the required code.
   
                  

7. Complete Security Verification: Follow the remaining verification steps on your screen, which may include facial recognition or entering your Two-Factor Authentication (2FA) code for security purposes.
    

   

8. Access Your Account: Once verification is complete, your new account details will be registered. You can now log in using these updated credentials.
    

   

⚠️ Withdrawal Security Notice: 

To keep your funds safe, withdrawals are temporarily locked for 24 hours after updating your account details. If you recently updated your account information, please try again after the 24-hour security period has ended. If you did not authorize these changes, contact Support immediately.

Method 2: Contacting Coins.ph Support

If you are unable to recover your account using the self-help steps above, or if you cannot remember any of your registered details, you can contact Coins Support directly for further assistance.

What to Expect During the Support Verification Process:

To protect your account from unauthorized access, Coins.ph will conduct a thorough identity verification. Be prepared to complete the following:

• Recovery Form: You may be asked to fill out an official account recovery questionnaire.

• ID Verification: Have a valid, government-issued ID ready to confirm your identity.

• Video Call Verification: A brief video call with a support representative may be required.

• Account Ownership Proof: Be ready to provide specific details regarding your account history (such as transaction records or approximate balances) to confirm ownership.

Important Notes for a Smooth Recovery

• Update Your App: Ensure you are using the latest version of the Coins.ph app. If you encounter errors, check for updates in the Google Play Store or Apple App Store.

• Web Alternative: If you face issues using the mobile app to recover your account, try initiating the process via the Coins.ph website.