Account & Security

What should I do if I cannot access my account?

Updated 2026-10-10

Start with a password reset to the email on the account, then contact support if you no longer control that email.

What to do

1. Try Forgot password and use the link that arrives.
2. Try the same email in a private browser window in case an old session is interfering.
3. If you still cannot get in, create a support ticket and state the account email and what you already tried.

Eligibility

Support can only help with an account you can reasonably show is yours. A ticket does not by itself prove ownership.

If something goes wrong

• Do not create a second account to work around a locked one if you still need the original wallet or orders.
• Do not send passwords, one-time codes, or identity-document images in the ticket description unless support asks for a secure verification path.

Include the approximate date you last signed in and any order or wallet reference you can see from email receipts.