For security purposes, the app will ask for a verification code to access your account, change an account detail, or create certain transactions. When asked for a one- time password or OTP, it is expected to be primarily sent in your registered mobile number, email address and/or 2FA authenticator - all that are required under Security Check.
Verification codes are unique and are valid for 10 minutes, as long as you do not request for a new code.
Should you be having issues with receiving your verification codes on your email address and/or mobile number because you have lost access to or having trouble accessing them, you may seek assistance from our Need Help? option. (For concerns on your 2FA, you may refer to this Help Center article.)
Once clicked, you may choose either Lost my phone number or Lost my email option from the list, depending on your concern.
Provide the mobile number or email address linked to your account, which you have lost access to.
Note: If instead you forgot the details registered to your account, you may refer to our Help Center article here.
If the account details provided were previously registered, you may then proceed to updating to your new account details. Kindly ensure to have your new account details handy as you'd need to provide the verification code to be sent to the said detail.
Once done with the verification steps, your new account detail is now registered to your account! You can now use this mobile number or email address to receive your codes.
NOTE: Please be advised that the above feature is available only for updated Coins.ph applications. Kindly update your app to the latest version (You may refer to our Help Center articles here for Android and here for iOS for guidance). Otherwise, you may access the said feature through the Coins Website.
Please feel free to send us a message through the Coins app or Coins Support Form if you need further assistance.