Login Problems

Login problems rarely share one cause across everyone affected. Identify your situation below first, then follow the matching steps — not a generic list that treats every case the same.

Quick Diagnosis: Pick Your Situation

Failed logins usually fall into one of three paths. Find the one that matches what you're seeing.

1. Wrong Credentials or Forgotten Password

You get a message like "incorrect phone number/email or password" when you're confident you entered them correctly.

Check whether Caps Lock is on, or whether a stray space got copied along with your password.
Make sure you're entering the exact phone number or email you registered with — not a different one you may also own.
Still failing? Use "Forgot Password" to reset it. After resetting, fully log out of the app or browser before logging back in with the new password — don't rely on an old password that may still be autofilled.

2. APK App Won't Log In or Shows an Error

The login screen doesn't respond, the app force-closes, or you get a technical error when trying to sign in through the app.

Check your current app version against the latest one on the How to Start page. An outdated APK is a common cause of login errors that don't show up on the newest version.
If your version is current, try logging in via a browser on the same device to confirm whether the issue is with the app or with your account.
If browser login works but the app still fails, clear the app's cache or reinstall the APK from the official source, then try again.

3. Account Locked or Restricted

You see a message that your account is locked, restricted, or needs further verification before you can log in.

A lock after several failed attempts is usually temporary and lifts automatically after a short wait — not a sign of a permanent issue with your account.
If the message mentions identity verification (KYC), that's a standard process, not a block — see account verification status for the same context as it applies to withdrawals.
If your account is still locked after waiting and it wasn't caused by repeated failed attempts, contact support with your account's phone number or email so it can be verified manually.

FAQ

Why is my account temporarily locked after a few failed logins?

A temporary lock after repeated failed attempts is a standard security measure to prevent someone else from guessing your password — it's not a sign anything's wrong with your account. It typically lifts automatically after a short wait, or immediately once you successfully reset your password.

I already reset my password but still can't log in — why?

The most common cause is an old session in your browser or app, or an autofilled old password. Fully log out, close and reopen the app or browser, then enter the new password manually.

What if I've forgotten my account number?

Contact support via our Contact page — have other details you remember ready (name, email, or a payment method you've used) so verification goes faster.