Resetting your password in the app

The app does not change your password on the spot. Whether you have forgotten it or just want a new one, the app asks the exchange to email you a reset link, and you choose the new password from that link. This page walks through both routes and the problems people meet on the way.

I forgot my password — how do I reset it from the app?

1. On the sign-in screen, tap Forgot Password? under the password field.
2. On Reset Password, enter the Email Address your account uses and tap Send Reset Link.
3. The app shows Check Your Email with the address it used. Open the reset email from the exchange — check spam or junk too.
4. Tap the reset button or link in the email. It opens the exchange's website in your browser, not the app. That is expected.
5. On the website, enter your new password twice and save it.
6. Go back to the app and sign in with your email address and the new password.

The new password must be at least 8 characters and include an uppercase letter, a lowercase letter, a number and a special character.

The link in the email works once and does not last long. If it has expired or has already been used, go back to the app, tap Didn't receive email? Try again (or start again from Forgot Password?), send the link again, and use the newest email.

For your privacy, the app shows Check Your Email whether or not the address has an account. If no email arrives, check that you typed the address your account actually uses.

How do I change my password in the app?

Changing your password uses the same email link, so the app signs you out first:

1. Open Profile (the gear icon at the top right of Home), then Security.
2. Under Password & Login, tap Change Password.
3. The app explains what happens next: you are logged out, then you use Forgot Password to get a reset email and set your new password from it. Tap Log Out & Reset to go ahead, or Cancel to keep your current password.
4. The app signs you out and opens Reset Password. Enter your email address and tap Send Reset Link.
5. Follow the link in the email to set the new password on the website, then sign in to the app again.

The app works this way on purpose: someone who picks up your unlocked phone cannot change your password without also having your email.

What happens after I reset my password?

Resetting your password signs you out everywhere — the app on every phone, and the website in every browser. That is deliberate: if someone else had got into your account, a reset throws them out too.

So after a reset, expect to sign in again on each device. The next time the app on another phone contacts the exchange, it returns to the sign-in screen and shows Your session has ended. Please sign in again. That is the reset working, not a fault. See Signing in to the app.

If two-factor authentication is on, you still need your code (or a recovery code) when you sign in with the new password. A password reset does not turn two-factor off. See Two-factor authentication in the app.

If you use API keys on the website — for trading bots, for example — the reset switches them off as well, for the same reason. Create new ones on the website afterwards.

If you did not ask for a reset but received the email, you can ignore it: nothing changes until someone uses the link. If it keeps happening, change your password and tell the exchange's support.

The app says the security check can only be completed on the website

The app completes the usual security check for a password reset by itself, in the background. Some exchanges instead use a security check that only their website can show. There, the exchange turns down the reset request from the app, and Reset Password shows, in a box above Send Reset Link: This server's security check can only be completed on the website. Please reset your password on the website, then sign in here with your new password. The box stays on the screen until you try again, but trying again in the app will not help. The same applies to Change Password, because it uses the same screen.

Do this instead:

1. Open the exchange's website in your browser and go to the password reset page (/reset). Choose Request Password Reset, or use the forgotten password link on the website's sign-in page.
2. Enter your email address and complete the security check the website shows.
3. Open the reset email and set your new password from the link.
4. Come back to the app and sign in with the new password.

An older version of the app may show Security verification failed. Please try again. instead. The answer is the same: reset your password on the website. Updating the app from your app store is also worth doing: a current version completes the standard security check by itself.

The reset email has not arrived

Work through these before asking for help:

• Check spam, junk and any "promotions" folder. Reset emails are sometimes filtered.
• Check the address. The app shows the address it used under Email sent to:. If it has a typo, tap Back to Sign In and start again. The app says an email was sent even when the address has no account, so a wrong address looks like a missing email.
• Use the newest email. If you asked more than once, only the latest link is worth trying; older ones may already have expired.
• Give it a little time, then send it again. Tap Didn't receive email? Try again, check the address and tap Send Reset Link.

If it still does not arrive, contact the exchange's support from the email address your account uses, and say that you asked for a password reset from the app.