Account security¶
Your account is protected by a password plus a PIN or biometrics in the app, and by a code sent to your phone in the Client Portal. CO2IN will never ask you for any of them.
What protects my account?¶
In the mobile app — a password to sign in, and a PIN to authorise payments. The PIN also acts as a second factor alongside your password, so knowing the password alone is not enough.
In the Client Portal — a password to sign in, plus a one-time code sent to your phone. The code is the second factor in place of the PIN.
Can I use Face ID or a fingerprint instead?¶
Yes, in the mobile app. Biometrics are optional and stand in for the PIN — both for signing in and for authorising payments.
The Client Portal uses the code sent to your phone rather than biometrics.
I have forgotten my password¶
Reset it by email. Choose the reset option when signing in, and follow the link sent to your registered address.
I have forgotten my PIN¶
Same route — the PIN is reset by email, from the app.
I have lost my phone¶
Contact support@co2in.com as soon as you can, and say that the device is lost or stolen.
Your account is not tied to that phone, so you can sign in on another device. Tell support anyway, so the account can be watched or blocked if anything looks wrong.
Can I use my account on more than one device?¶
Yes. The account is not bound to a single device.
How do I change my email address or phone number?¶
In the app, under your account settings. The change is confirmed either by a link sent to the email address or by a code sent to the phone number, so a change cannot be made without access to one of them.
How do I close my account?¶
Delete it in the app — the option is in the app's account settings, and it works without contacting anyone.
Sell or withdraw anything you want to keep before deleting. Ask support@co2in.com first if you are unsure what will happen to a balance.
Will CO2IN ever ask for my password or PIN?¶
No. Never, by any means.
Not by email, not by phone, not in chat, not in person. Anyone asking for your password, PIN, or a one-time code is trying to steal from you, however convincing they sound.
If you get a message like that, do not reply to it — forward it to support@co2in.com.
Is my money kept separately from CO2IN's own?¶
Yes. Client money is held in a separate, dedicated account, apart from the company's own funds.
The CO2IN credits themselves are backed independently of that: every credit in circulation is covered by EU emission allowances held for the purpose, and that coverage is reconciled regularly and audited annually.