If your phone, tablet or computer has been lost or stolen, act quickly to protect your Coinstash account. This guide lists the steps to take, in order, so you can lock things down and get help from our team.
Before you start
Use a different, trusted device that you know is secure, such as a home computer or a family member's phone you can log in on.
Make sure you can access your email. You may need it to reset your password or receive verification codes.
What to do straight away
Step 1 – Change your password
As soon as you realise your device is missing, log in to your Coinstash account from another trusted device and change your password immediately. This helps prevent anyone else from accessing your account.
Mobile app: See How do I Change my Password? for step-by-step instructions (it also covers the website).
Can't log in? Use the Forgot Password link on the Coinstash login page, enter your registered email address and follow the reset link we send you.
Step 2 – Revoke all sessions
Once you've changed your password, use the Revoke all sessions feature in your account settings. This logs out every active session, including the one on your lost or stolen device, so anyone holding it loses access to your account.
Step 3 – Contact our support team
Reach out to our customer support team immediately and let them know what's happened. They can take steps to safeguard your account and guide you through what to do next.
Step 4 – Turn on (or re-set up) 2FA
If you haven't already, turn on two-factor authentication (2FA) for an extra layer of security. With 2FA, even if someone has your password, they can't get into your account without the second authentication step, such as a code from your authenticator app.
If your authenticator app was on the stolen device, you'll need to set it up on your new device. If you saved your setup key, you can add it to the new app. If not, our support team can help. See Securing Your Account with 2FA.
Step 5 – Monitor your account activity
Regularly check your account activity for suspicious login attempts or transactions you don't recognise. If you notice anything unusual, report it to our support team promptly.
Step 6 – Lock or wipe the device remotely
If the device holds sensitive information or gives access to other accounts, consider using a device tracking and remote-wiping service (such as Find My on Apple devices or Find My Device on Android) to protect your data.
⚠️ Stay alert for scams
After a theft, be extra cautious of phishing attempts or suspicious messages asking for personal information. Always verify that a message about your Coinstash account is genuine.
Coinstash staff will never ask for your password, your 2FA codes or for you to move your crypto. Learn about impersonation scams.
Common questions
I can't receive my 2FA codes because they were on the stolen phone. Contact our support team. If you saved your setup key, you can add it to an authenticator app on your new device instead. See How do I Troubleshoot 2FA Issues?
I think someone has already accessed my account. Change your password, revoke all sessions and contact support straight away, telling us what you've noticed.
I got my device back. Do I still need to do anything? It's still a good idea to keep your new password and check your account activity for anything unusual.
Remember, account security is a shared responsibility. By following these steps and practising good cybersecurity habits, you can keep your Coinstash account safe, even in difficult situations.
Need a hand? Our Brisbane-based support team is here to help — tap the chat icon in the app or on the website to get in touch.