Access your Coinbase Prime account

 There are two ways to initially access your Coinbase Prime (or Coinbase Prime: Custody only) account. The method is determined by the email address that’s provided in the authorized user list on your business application and whether it's associated to an existing coinbase.com account. Expand the sections below to view directions for each method. 

There are a few steps involved to get back into your Coinbase account once you've been locked out. They're similar to the steps you took when you signed up for Coinbase. 

• If you don't have access to your Coinbase.com email address, view this help article for steps on getting back into your account
• If you forgot your Coinbase password, check out these password reset instructions

1. You'll be prompted to complete 2-step verification
   
   • If you can't complete 2-step verification, please go to this troubleshooting page

1. Then you'll be asked to complete identity verification to ensure it's actually you trying to get back into your account 

The account recovery process usually takes 48 hours to complete but can sometimes take longer. After 24 hours, you should be able to sign in to your account and complete buys and sells. After 48 hours, you should have full trading capabilities restored. For your security, sends will be disabled on your account until the full security period has passed. If you sign in before the security period is complete, you’ll receive a pop-up notification informing you that sends are temporarily disabled.

If you're having trouble verifying your ID or taking your selfie, please see the tips below:

Tips for uploading and verifying your ID

• Use an up-to-date version of the Google Chrome browser
• Photos of your ID can be uploaded—they don't have to be taken with a webcam
  
  • Try using your phone camera to take clear pictures of your ID
• Take the picture in a well lit area (natural light works best)
• Use indirect light for your ID to avoid glare
• If using a webcam, try setting the ID flat on a tabletop and moving the webcam instead of moving the ID
• Use a plain background for the ID
• Holding the ID in your fingers can confuse the focusing lens
• Clear your browser cache, restart the browser, and try again
• Wait 30 minutes between attempts

Tips for your selfie

• Use an up-to-date version of the Google Chrome browser
• Face the camera directly and include your shoulders to the top of your head
• Have a plain wall as a background
• Have indirect light and no backlight
• Do not wear sunglasses or a hat
• If you were wearing glasses in your ID photo, try wearing them in your selfie photo 
  
  • If you weren't wearing glasses in your ID photo, try removing them for your selfie photo
• Clear your browser cache, restart the browser, and try again
• Wait 30 minutes between attempts

If you forgot the phone number associated with your Coinbase account, you'll need to get in touch with Coinbase Support. Scroll to the bottom of the page and select Contact us.