Help

How-to guides to help you get started

How To

Need a hand with using Coincover? You’re on the right page! Here are some step-by-step guides to help you through.

How to create an account

Once you’ve created your BitGo Coincover wallet, follow these steps to set up your Coincover account. You need to do this and put funds in your wallet to take advantage of the benefits Coincover provides.

Step 1 – Login credentials

  • Enter your details and a password.
  • Passwords must be at least 8 characters long and
  • include at least 3 of the following:
  • a lowercase letter
  • an uppercase letter
  • a number
  • a special character (such as !@#$%^&*)
  • Click ‘Create’

Step 2 – Multi-factor authentication (optional)

  • When presented with the QR code, open the Google Authenticator app and tap the plus (+) symbol in the bottom corner.
  • Point your camera at the screen and the QR code will automatically register
  • Enter the 6-digit code in the box and tap ‘Continue’

You can complete the next 3 steps in any order you choose.

Step 3 – Email verification

You’ll find a verification email in your inbox.  If you don’t see this email, it might be in your spam or junk folder. If you can’t find it, click ‘Verify my email address’ on our site and then resend another email.

  • Open your verification email, and press the big green button to verify your account
  • Once verified, a new page will open that says you’ve been successful
  • Click on ‘Verify my email address’
  • Press  the ‘Verified’ button

Step 4 – Link your BitGo account

What you’ll need

  • Your login credentials for your BitGo account – if you don’t have any yet then please visit BitGo to sign up and create a Coincover wallet
  • Choose ‘Link my BitGo account’
  • Enter your BitGo email and account password
  • Enter your BitGo multi-factor authentication code
  • Press ‘Continue and grant access’
  • If you don’t have a BitGo account, please see instructions below.

Step 5 – Register your identity

What you’ll need

  • A copy of a photo ID – passport, driving licence or national identity card
  • A webcam or mobile phone camera

If we ever need to recover your wallet or act on your warranty, we’ll need to make sure you’re the person who originally signed up for your account.  

  • Choose ‘Register my identity’
  • Enter your title, first name, last name and press ‘Next’
  • Enter your address and press ‘Done’
  • Chose the document you wish to upload (passport, identity card or driving licence)
  • Upload your document and press ‘Confirm’
  • Take a selfie and press ‘Confirm’

If you don’t have a webcam or camera on your device, you can enter your phone number instead.

How to create a BitGo account

To use our Coincover services, you’ll first need a BitGo account and a Coincover-backed wallet.

Step 1: Visit www.bitgo.com

  • Create an account

Step 2: Create a wallet

  • Follow the on-screen steps

Step 3: Select Coincover as your back up key provider

  • It’s the default option

Step 4: Activate your wallet

  • Follow BitGo’s instructions

Step 5: Link your accounts

  • Sign up with Coincover and you’ll be covered in less than a minute.

How to change your password

If you’ve forgotten your password:

Go to Coincover login page

  • Click ‘Forgot password?’
  • Enter your Coincover account email address
  • Click ‘Reset password’

Go to your email inbox

  • Open the ‘Reset your password’ email
  • Press the big green button
  • A new page will open
  • Enter your new password twice
  • Passwords must be at least 8 characters long and
  • include at least 3 of the following:
  • a lowercase letter
  • an uppercase letter
  • a number
  • a special character (such as !@#$%^&*)

The new password cannot be one you’ve used for the past 6 password changes

  • Press the blue button with the arrow to continue
  • You’ll see a message that your password has been reset successfully

Go back to your Coincover account and log in with your new password

If you’ve not received an email, check your spam or junk folder. If you still can’t find it, repeat the above. Please make sure the email you’ve entered is the email that you used to create your Coincover account. If you’re still experiencing problems, please email us at support@coincover.com.

If you’d like to change your password:

  • Log into your Coincover account
  • Choose ‘Settings’ from the menu in the top-right corner once you’ve logged in
  • Enter your new password twice
  • Passwords must be at least 8 characters long and
  • include at least 3 of the following:
  • a lowercase letter
  • an uppercase letter
  • a number
  • a special character (such as !@#$%^&*)
  • The new password cannot be one you’ve used for the past 6 password changes
  • Click ‘Reset password’
  • You’ll see a message that you’ve successfully reset your password
  • The next time you log into your account, you’ll need to use your new password

Resetting your multi-factor authentication

If you need help resetting your multi-factor authentication, contact us at support@coincover.com and we’ll talk you through it.

How to make a claim

If you need to make a claim, please contact us as soon as possible at claims@coincover.com.

When we contact you we’ll ask for:

  • Your Coincover account email
  • Information and documents that we’ll use to identify you
  • Information relating to the wallet or wallets that were compromised
  • Details of what’s happened
  • Important: A crime reference number from your local law enforcement agency. You need to have reported the theft to the police
  • Your BitGo account username

Once we have all the information we need, we’ll begin our investigation.

We may need you to provide more information, or conduct a video conference interview, so we can complete the investigation as quickly as possible.

We aim to conclude all claims investigations within 25 days from when you provide us with all the relevant information. However, sometimes it can take longer if the issue is complex. Whatever happens, we’ll keep you informed regularly.

How to freeze your wallet

If you freeze your wallet, BitGo will prevent any transactions from going ahead for the set amount of time.  You cannot unfreeze your wallet once this has been done.  Your wallet will unfreeze after the allotted amount of time automatically.

  • Log in to your BitGo account
  • Choose the wallet that you’d like to freeze
  • Select the ‘Settings’ tab under the wallet name
  • Navigate to the ‘Freeze wallet’ section
  • Enter the number of hours/days that you’d like it frozen
  • Press ‘Freeze wallet’
  • Confirm that you’re sure you want to do this.

How to set wallet policies

Setting wallet policies will increase the security of your wallet. If you need assistance with your wallet policies, please contact BitGo support.

  • Log into your BitGo account
  • Choose the wallet that you’d like to set policies on
  • Select the ‘Policy’ tab under the wallet name

Approve all outgoing transactions

You can require admin approval on all outgoing transactions. To enable this feature, you must have a minimum of two (2) admins on the wallet. By checking the box below, all outgoing transactions will require admin approval regardless of any spending limit or whitelist you define. You can define the number of admin approvals required in the ‘Admin approval’ box below.

  • Tick the box next to ‘Require admin approval on all outgoing transactions (must have a minimum of two (2) admins on the wallet).’

Admin approval

You can require multiple admin approvals for changes to your wallet and for approving transactions. You must have a minimum of three (3) admins to enable this feature, otherwise any transaction exceeding a policy limitation will be blocked.

  • Click ‘Add another admin’ and follow the onscreen instructions.

Spending limits

You can manage hourly, daily, and/or transaction spending limits for this wallet. Transactions over a specified limit require admin approval. To change these limits, once they’ve been set for the first time, please contact BitGo support.

  • Enter the spending limit per transaction
  • Enter the spending limit per hour
  • Enter the spending limit per day
  • Press ‘Save’

Whitelist

You can manage the list of approved recipient addresses for this wallet. Only these addresses will be able to receive funds from your selected wallet.

  • Enter the recipient addresses or wallet ID and click ‘Add recipient’

How to open a BitGo account and create your first Coincover wallet

In order to use our Coincover services, you’ll first need a BitGo account and a Coincover-backed wallet.

Step 1: Visit www.bitgo.com

  • Press the ‘Sign up’ button on the upper right-hand corner of the website.

Step 2: Creating an account

  • After filling in your account details, you’ll receive a verification email
  • Go to the same email address you used when signing up. Click on the ‘Verify’ link from the BitGo email that has been sent.

Step 3: Choose your multi-factor authentication device

  • Pick a multi-factor authentication device to use to sign into your BitGo account.
  • Press ‘Next’, then scan the QR code and complete the verification process.
  • Accept the terms of use

Step 4: Create a Coincover-backed wallet

  • Click ‘Create wallet’
  • Select coin type
  • Choose setup requirements and press ‘Next’
  • Enter your wallet name and press ‘Next’
  • Encrypt your user key with a wallet password and press ‘Next’
  • Select Coincover as your key recovery service
  • Your keycard will download to your computer automatically
  • Enter the 6-digit activation code found on your keycard
  • Print your keycard and store it in a safe location. Tick the corresponding box
  • Delete your keycard from your computer. Tick the corresponding box
  • Press ‘Activate your wallet’
  • You’ll receive an email about your backup key with a link to set up your Coincover account

How to recover your funds if you've lost your key

If you lose your private key, this is how to recover your funds:

  • Contact us at recovery@coincover.com as soon as you realise your private key is lost.
  • We’ll then be in contact with you to re-confirm your identity.
  • We may need to have a video conference with you to confirm your ID.
  • We can transfer your funds from the compromised wallet into any of your Coincover wallets with the same coin type.
  • If you don’t have another Coincover wallet, you can create one.
  • When we’re satisfied that you’re the owner of the wallet, we’ll sign a transaction with BitGo to move your funds into the  Coincover wallet you selected.