I did not get my verification code

Verification codes are 6 digits and are sent by email from KryptoMate. If yours has not arrived, work through the steps below.

01Steps

1. 1Check your spam, junk and promotions folders. If the email is there, mark it as not spam.
2. 2Check the email address shown on the screen. If it has a typing mistake, go back and correct it.
3. 3Select Resend code. The button shows a countdown and is available 60 seconds after the last code was sent.
4. 4Enter the newest code only. An older code stops working when a new one is sent.

02What to expect

• A code for signing up or resetting a password works for about 3 minutes. A code for adding an email to your account works for 10 minutes.
• After you select Resend code you see "New code sent. It may take a minute to arrive."
• If a code has run out you see "This code has expired. Please request a new one."

03If that did not work

• "Invalid OTP" or "That code isn't right": enter all 6 digits from the latest email, with no spaces.
• "Too many OTP verification attempts" or "Too many requests": wait about 15 minutes, then ask for one new code and enter it carefully.
• You signed in with an exchange or wallet and have no email on the account: codes cannot reach you until you add one. See How do I add an email to my account?
• Tip: some email providers delay or filter automated messages. Adding the sender to your contacts can help. This is general guidance.

04When to contact support

Contact support through the support widget or at [email protected] if the code still does not arrive after you have checked your spam folder and asked for a new one. You do not have to wait before writing. Send:

• The email address you are using for the account, which is also the email used for your orders.
• A recent order number, if you have one (for example KM/ORDER-XXXXXXXX).
• What you were doing (signing up, resetting a password or adding an email) and roughly when.
• A screenshot of the screen that asks for the code.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

05Related articles

• How do I create an account?
• How do I reset my password?
• How do I add an email to my account?
• I cannot log in to my account