It means that the email or password does not match with the records in our database. Try to enter your email and password again manually, do not use the ones automatically saved in your browser.
Please allow up to 5-10 minutes for the email to be delivered. In case nothing arrives to your inbox, please add [email protected] to your address book/trusted contacts and try again. Also, do not forget checking your SPAM/Trash folder.
Still nothing? Then you probably changed your registration email or this email was never used to sign up with us.
It means your previous login session was not ended properly.
Please try the following steps:
Log in from another browser.
Log in in incognito mode.
Log in from another device (laptop, smartphone, tablet etc).
Log in via another network connection (3G/4G, Wifi).
It means you have failed too many login attempts and now you must wait one hour before you trying it again.
It means you are sending requests too frequently and your login is temporarily blocked. Please wait and try it again.
It means the email address you have provided is invalid. Double check for typos, extra characters, blank spaces etc. Try to enter your email manually, do not use the one automatically saved in your browser. You can also try it in another browser of in the incognito mode.
It means you must verify your computer/smartphone via an emailed verification link. Both the login attempt and the click on the verification link from you email must be performed on the same device and via the same browser. If, for example, you log in from your desktop computer but click on verification link on your smartphone, verification will fail.
Please allow up to 5-10 minutes for the email to be delivered. In case nothing arrives to your inbox, please add [email protected] to your address book/trusted contacts and try again. Also, do not forget checking your SPAM/Trash folder.
What best describes your issue?
We cannot guarantee seamless sms delivery, since this is always dependent upon the mobile network and your operator`s infrastructure. If you don`t receive verification codes, there might be an issue either on the SMS gate or on the mobile network which normally gets resolved over time. Just try again later.
If don`t receive SMS messages for a long time (days), please use the form below to submit your request.
Please make sure that the Cryptonator bot is added to your Telegram contacts and present in the chat list. If not, follow this link click here to add it.
Try to log in again.
You must have Google Authenticator installed on your smartphone with Cryptonator 2FA codes in it. Make sure that the time on your smartphone and in your Google Authenticator app is synced with the internet or operator. The 2FA codes are time-dependent. Try entering codes just before they are going to expire or right after they have refreshed.
Actual server local time you can always find in the bottom right hand corner of the screen.
Right after you have activated the 2FA on your account, there was a secret reset key displayed on the screen. This alphanumeric key looks like f3cc868bde4a75aa7b42231fc04d88f2.
Do you have this secret reset key?
You can disable 2-step-verification with the issued reset key both during the login and in the account security settings.
You can initiate 2FA reset procedure either on login or in account settings. 2-Step-Verification will not be deactivated immediately, but after a certain cool down period, which depends on your total account balance.
To 1000 USD equivalent - one week;
From 1001 to 5000 USD equivalent - two weeks;
From 5001 to 10000 USD equivalent - one month;
From 10000 USD equivalent - only by contacting support;
It will not be possible to request 2FA reset if your password has been changed or reset less then a week ago.
You can cancel the 2FA reset sequence at any time during the cool down period (If, for example, you have regained access to your device or to the reset key).
Did you have 2-step-verification activated for your account?
If you still have access to the 2-step-verification, please use the form below to submit your request.
An Email address is the primary key to your account. If you have lost it and there was no 2-step-verification activated for your account, then we can`t help you. Please do your best to recover your email.
This is an additional security anti-phishing verification system. You can disable this option in account security settings, section "Smart auth protection". However, this is not recommended.
Cryptonator Customer Support lists answers to all frequently asked questions and offers solutions to different issues. Please take a minute to browse all sections before submitting your request here.
Are you sure your question is not listed?
Please note: We reserve right to ignore questions which are already listed under the corresponding section of Cryptonator Customer Support.
Please browse the sections once again. We are almost 100% sure your question is already answered there.
