Most sign-in problems are a wrong password, an unverified email, too many attempts, or an account that was created with Google, Apple or an exchange.
Find the message you see below and follow the fix next to it.
01Messages and what to do
- "Invalid credentials or unverified account." The email or password does not match. Check for a typing mistake in the email, then select Forgot password? to set a new password.
- "Please verify your account first!" Your email was never confirmed. Select Sign up and sign up again with the same email. You are taken to the Verify your email screen. Select Resend code when it becomes available and enter the new 6-digit code.
- "Invalid credentials as email is linked to a social account!" This account was created with Google, Apple or another sign-in button and has no password. Use the same Continue with button, or select Forgot password? to create a password for it.
- "Too many login attempts. Please try again in 15 minutes." Wait 15 minutes before trying again.
- "Account temporarily locked due to too many failed login attempts." The message tells you how many minutes to wait. If you do not remember the password, reset it instead of guessing.
- "Your session has expired" or "You've been signed out". Log in again. For security this can also happen when your internet connection changes, for example from Wi-Fi to mobile data or a VPN.
- "Account suspended. Please contact support for help!" Contact support from the email address of the account.
02If you use two-factor authentication
Enter the current 6-digit code from your authenticator app. Codes change every 30 seconds, and the step must be finished within 5 minutes of entering your password. If you no longer have the app, see I lost access to my authenticator app.
03If you signed up inside an exchange or wallet app
Open KryptoMate in the same app and sign in there. To sign in from a browser as well, add an email to the account first. See How do I add an email to my account?
04When to contact support
Contact support through the support widget or at [email protected] if your account is suspended, or if none of the steps above work. You do not have to wait before writing. Send:
- The email address of the account, which is also the email used for your orders.
- A recent order number, if you have one (for example KM/ORDER-XXXXXXXX).
- The exact message you see, with a screenshot.
- How you normally sign in: email, Google, Apple, Binance, Facebook, TON wallet or inside an exchange app.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.