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Why can't I log in?

Common login issues include incorrect username or password, 2FA problems, or a blocked account. Follow provided guides or contact support.

Bryan avatar
Written by Bryan
Updated this week

Accessing the Cryptohopper platform is critical for users, whether you are logging in via the website or the mobile app. There can be several reasons why you're unable to log in. Most of the time, you'll receive an error message that provides a clue about what's going wrong. Here are some common issues and their fixes:

  1. Incorrect Username: Make sure you're using your username to log in, not your email address. It's a common mistake to mix these up. If you don't remember your username you can use this guide. If you see the error message 'User not found', it likely means there's an issue with the username you entered. Use the Forgot Username option to retrieve the correct username, and check for any extra punctuation or spaces.

  2. Incorrect Password: Double-check that you're entering your password correctly. Remember, passwords are case-sensitive. If you don't remember your password you can use this guide to change it. If you're unsure of your password, consider resetting it to ensure accuracy. If you receive an error despite resetting, ensure the password matches all security criteria.

  3. Two-Factor Authentication (2FA) Issues: If you have 2FA enabled but can't remember your 2FA code, you'll need to follow the process for recovering or resetting your 2FA credentials.

  4. Account Blocked: If you see a message stating your account is blocked, refer to this article for steps on how to address the issue.

  5. Device code: the device code you receive is not working. We have a dedicated article for this issue. Please click here.

  6. Other Issues: If none of the above applies to you, please reach out to our support team for further assistance. You can contact us trough the chat or email.

  7. 'Access Denied' Error: If you encounter an 'Access Denied' message, ensure you're selecting the correct login method (e.g., Google, Apple, or Facebook) and retry after refreshing the page.

  8. Mobile App Login Difficulties: For mobile app login issues, note any error messages you receive. Verify your username and password and follow the recovery steps above, if necessary.

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