If you created a new Coins account but already had one in the past, our system will flag it as a duplicate account. Since you can only have one verified account at a time, you'll need to either log back into your original account or merge your new details into it before you can continue.
Who This Is For
This applies if your verification was rejected because of a duplicate account. Make sure you've completed the initial verification first to see if this option is available to you.
How to Resolve a Duplicate Account Issue
Step 1: Start the Process
Go to your Verification page. If a duplicate account is detected, you'll see an error message with a View Accounts button below it. Click it to begin.
Step 2: Review Your Old Account Details
You'll see details of your existing account. Read the options carefully. The succeeding steps depend on whether you still have access to the email and/or phone number linked to your old account.
Step 3: Choose What to Do Next
Depending on your case, you'll see one of two scenarios showing 2 options available to you.
Scenario A
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Log in to your old account – You will be asked if the old email address and/or phone number is still accessible to you. If you select that you still own it, you will be automatically logged out so you may use your previous account email or phone to login.
- Keep your new account – Your new account stays active and your old one is deactivated. If your old account has remaining funds, keeping the new account means forfeiting them. Contact our support team first if you need help retrieving your funds.
Scenario B
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I still own the old email and phone number – You'll be logged out automatically so you can sign in with your old account's email or phone number. This deactivates your new account and unlinks its phone and email details.
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I no longer have access to the old email or phone number – You'll need to complete additional verification to update the email or phone number on your old account, then log in with the updated details.
Step 4: Complete Additional Verification
If you no longer have access to your old email or phone number, submit the required documents such as a valid ID and a selfie, Follow all on-screen instructions to complete this step.
Step 5: Wait for the Results
We'll email you the results within 72 hours. Our team processes these as soon as possible. Once approved, you'll be able to login to your verified account using your new email or phone number.
Frequently Asked Questions
What if I don't recognize the email or phone number linked to my old account?
For your security, please let our support team know right away. Submit a request and we'll guide you through the steps to secure your account.
Can I consolidate funds from multiple accounts?
Yes, we're happy to help you consolidate your funds. Here's how:
- Contact our support team to request a transfer.
- We'll walk you through a quick verification process to keep your funds safe.
- Once verified, your funds will be securely moved to your primary, active account.