What we first need to do is get to the bottom of the issue you’re experiencing. So, let’s go over the checklist:
If you didn’t write down your password when you were creating your account and you no longer remember it, then simply click on “Forgot Password?” below the Login button. Then, enter your username or email address and click on “Reset my Password.” You will receive an email with instructions on how to create a new password. Click on the link in your email and enter the new password. Note: please write the new password down so you don’t forget it again.
Don’t worry, as long as you enter the correct email address, you can still reset your password. The email you receive to reset your password will include your username.
The first step is to check your spam/junk folder and make sure our email is not there. If you’re still not receiving any emails from us then it simply means that you didn’t use the same email address you used to sign up for a CoinPayments account. Either try again with other email addresses you have or simply create a new account.
There is a way to submit your ticket without logging into your account.
(Note: if your issue is not about Login/2FA/KYC, click on Other and follow the instructions there).
If you lost access to your email, then there is still a way that we can help you get into your account. We can do so if the account has successfully completed identity verification (KYC) and you can prove your identity to the customer support representative. There is also a possibility of recovery if you included a “Recovery Email” in your account. Please note, that these steps were not done, unfortunately, there is nothing else we can do to help you regain access to your account.
You won’t be able to create or use your account if you are in a restricted country or jurisdiction where CoinPayments is unavailable. You can see the list of all restricted jurisdictions here.
