Signing in to the app
Creating an account in the app, confirming your email address, signing in with email or Google, and what the "Your session has ended" notice means.
How to get into your account from the mobile app: creating an account, confirming your email address, signing in, and what to do when the app sends you back to the sign-in screen.
When you are signed out, the app shows Sign In. The other two screens this page talks about open from there:
- Sign in. Enter your email address and password, then tap Sign In.
- No account yet? Tap Sign Up, next to "Don't have an account?", to open Create Account.
- Create the account. Fill in the form and tap Create Account at the bottom. The next section explains each field.
- Forgot your password? Tap Forgot Password? under the password field to open Reset Password.
- Ask for a reset link. Enter the email address your account uses and tap Send Reset Link. The rest happens from the email — see Resetting your password in the app.
How do I create an account in the app?
On the sign-in screen, tap Sign Up (next to "Don't have an account?"). The Create Account screen asks for:
- First Name and Last Name
- Email Address
- Password and Confirm Password
- Referral Code (Optional) — leave it empty if nobody gave you one
The app checks your password before sending anything. It must be at least 8
characters long and contain an uppercase letter, a lowercase letter, a number and
a special character such as !, @, # or ?. If one is missing, the message
under the field says which one, for example Password must contain a special
character.
Under the form is a line saying that by creating an account you accept the exchange's Terms and Privacy Policy. Tap either word to read it.
Then tap Create Account. The app may run a short security check in the background first, so the button can take a moment — you do not need to do anything.
If the address is already registered you see Email already in use. Use Forgot Password? on the sign-in screen instead of registering again — see Resetting your password in the app.
If the app answers, in a red message at the bottom of the screen, This
server's security check can only be completed on the website. Please create
your account on the website, then sign in here., create the account on the
exchange's website instead, at Create an account (/register), and then
sign in to the app with the same email address and password. Some exchanges
use a security check at sign-up that only the website can show. The same
applies if the app says Security verification failed. Please try again. and
trying again does not help.
"Continue with Google" also appears on this screen on some exchanges, but it does not create a new account — see "How do I sign in to the app?" below.
I created an account but the app sent me back to the sign-in screen
That means the exchange wants you to confirm your email address before you can sign in. The app shows Registration successful, please verify your email and returns to Sign In after a moment. You are not signed in yet.
To finish:
- Open the email the exchange sent you to confirm your address (unless the exchange has changed it, its subject is Please verify your email). Check your spam or junk folder if it is not in your inbox.
- Tap Verify Email Address in the email. The link opens the exchange's website in your browser, not the app — that is expected. The website confirms your address.
- Go back to the app and sign in with your email address and password.
There is no screen in the app for typing the verification code from the email. Use the button or the link in the email.
The link does not last long. If it has expired, sign in to the app with your email address and password: it answers User email not verified. Verification email sent. and a fresh email goes out. Use the newest one.
If you register again with an address that is waiting for verification, the app answers User already registered but email not verified. Verification email sent. — again, open the newest email.
On exchanges that do not ask for email confirmation, you are signed in straight away and the app shows Registration successful! Welcome!
If the message you saw before returning to Sign In was Security verification failed. Please try again., no account was created and no email is coming. Create the account on the exchange's website instead, as described under "How do I create an account in the app?" above.
How do I sign in to the app?
Open the app and enter your Email Address and Password, then tap Sign In. If your account has two-factor authentication turned on, the next screen, Verification Required, asks for your code — see Two-factor authentication in the app.
If you forgot your password, tap Forgot Password? under the password field.
Continue with Google appears under an "or" divider only if the exchange has set it up for its app. It opens your phone's Google account picker each time, so you can choose which Google account to use; closing the picker just returns you to the sign-in screen. It signs you in only to an account that is already linked to that Google account — for example, one you created with Google on the exchange's website. It does not create a new account. If the app says This Google account is not linked. Please log in with your password first and link Google from your profile., sign in with your email address and password instead.
If your account has two-factor authentication turned on, signing in with Google also takes you to Verification Required for your code, just as signing in with a password does.
There is no crypto-wallet sign-in in the app, even if the exchange's website offers one. Sign in with your email address and password, or with Google if it is offered.
The app keeps you signed in until you tap Logout on the Profile screen (the gear icon at the top right of Home), or until the exchange ends your session.
Why won't the app let me sign in?
The red message at the bottom of the sign-in screen says why. The common ones:
- Incorrect email or password — check both. The password is case-sensitive. If you cannot remember it, use Forgot Password?.
- Too many failed login attempts, account temporarily blocked — stop trying for a while, then sign in with the right password, or reset it first.
- User email not verified. Verification email sent. — confirm your email address from the newest email, as described above, then sign in again.
- Your account is inactive. Please verify your email or contact support. — confirm your email; if that does not help, contact the exchange's support.
- Your account is suspended. Please contact support. or Your account has been banned. Please contact support. — only the exchange's support team can help with these. Nothing in the app will change them.
- Network error. Please check your internet connection. or No internet connection — the app could not reach the exchange. See Problems with the app.
The sign-in screen also checks the form before sending it: Email is required, Enter a valid email address and Password is required mean a field is empty or mistyped.
Why does the app say my session has ended?
When the exchange stops recognising your sign-in, the app returns you to the sign-in screen and shows, once: Your session has ended. Please sign in again. Your stored sign-in on the phone is cleared at the same time.
This happens when, for example:
- your session expired;
- you were signed out from another device, or all your sessions were ended — resetting your password does this on purpose;
- the exchange's team ended your session.
Sign in again and carry on. Nothing about your account or balances has changed.
Sometimes the notice gives a more specific reason instead. The one you are most likely to meet is Signed out after 5 incorrect codes. Sign in again to continue — you can confirm the release again in … It appears after too many wrong two-factor codes when releasing crypto on a P2P trade. See Two-factor authentication in the app.
Tapping Logout yourself never shows this notice. If you see it and did not sign out anywhere, and you do not recognise the reason, change your password and tell the exchange's support.