How to Recover your Account (Forgot Password, Email or 2FA device)
TL;DR: You can recover your CoinTracking account using your email, answering identity questions, or providing proof of payment. Lost access to your 2FA device? Follow the deactivation steps with ownership verification. Accounts can also be temporarily locked for security reasons (new device, failed logins). This is normal and can be resolved with support. If you didn't create the account yourself, it may be a phishing attempt. See the section below.
Forgot Your Password?
Option 1: Reset it yourself If you've set a verified email address, click the "forgot?" link on the login screen. You'll receive a new password via email (check your spam folder too). If the reset email never arrives, add support@cointracking.info to your email whitelist/safe senders list so future messages aren't filtered out.
Option 2: No email set or reset email doesn't arrive We can manually reset your password if you answer these verification questions:
- When did you join CoinTracking?
- What is your Username?
- When did you last log in?
- Which exchanges do you use?
- Name 3 coins and approximate amounts
After confirming your identity, we'll send you a temporary password which you should change after login. In some cases, once your account is clearly identified, support may set a temporary password directly without requiring you to answer all verification questions.
Login tip: CoinTracking login uses your username and password. Your email address is not needed to log in. Also double-check for accidental spaces before or after your username or password, as this is a common cause of "wrong password" errors, and usernames are case-sensitive.
Forgot Your Username?
Send us the email address you registered with. We'll locate your account based on it. Keep in mind:
- Multiple usernames per email: More than one username can be registered under the same email address. If so, support will list all usernames linked to that email.
- Identifying the right account: If several accounts/usernames come up, the last login date can help identify which account is the one you actively use.
- Similar or alternate emails: If your account isn't found under the email you provided, we'll also check whether it was registered under a different or similar email address.
- Once the correct username is found, use the "forgot password" page with that username to reset your password yourself.
If you can't recall your username and don't have access to a verified email either, a proof of payment for your most recent charge may be enough on its own to help us identify your username. Provide:
- Payment method (e.g., PayPal, BTC, credit card)
- Date and amount
- Transaction number or IBAN (if paid via bank)
If you've purchased a premium plan, including the receipt or clues like parts of the username also helps speed up verification.
Why Is My Account Locked?
CoinTracking has automated security mechanisms that may temporarily block your account:
- Multiple failed login attempts can trigger an IP-based lock. This requires a manual unlock from support.
- Logging in from a new device can temporarily block your account as a security precaution. In this case, you'll receive a blockage code. Send this code to support so we can unblock your account.
- Logging in from multiple devices at once can also trigger an additional security check.
If you run into any of these locks, contact support with the relevant details (and blockage code, if provided) so we can restore access.
Lost Your 2FA Device?
If you saved the backup code: Enter it into any 2FA app (e.g., Google Authenticator or Authy) to recover access.
If you don't have the backup code: Send a support ticket or email with:
- Your username
- Account creation date
- Frequently used exchanges
- 3 coins and their approximate balances
We'll then manually remove 2FA from your account.
Still can't verify? We may accept a payment receipt with:
- Payment method (e.g., PayPal, BTC, credit card)
- Date and amount
- Transaction number or IBAN (if paid via bank)
Subscription & Billing Questions
- Checking your subscription status: Support can look up your account and tell you directly when your plan expires or how many days remain.
- Paid but upgrade/invoice not showing? If you've made a payment but your account still shows as unpaid or the invoice isn't visible, send proof of payment. Support will verify it and manually upgrade your account.
- Cancelling your subscription: You can cancel your subscription yourself in your account settings under the Billing section. If you need help, the sales team can also assist with cancellations.
Didn't Create This Account? (Scam & Phishing Warning)
If you received login details or notice an account you don't recognize, be cautious. This could be a phishing or scam attempt. Keep in mind:
- CoinTracking is not a bank or exchange and never holds your funds or real money. It's a portfolio and tax reporting tool.
- Accounts remain active indefinitely without payment, except for premium features, which require an active subscription.
- Only trust communications from official CoinTracking contact channels (support ticket system or support@cointracking.info). Check our dedicated scam/phishing protection article for guidance on recognizing official domains and avoiding fraud.
- If you'd like an unwanted or unrecognized account deleted, contact support and we'll take care of the deletion request.
Using the Mobile App
API connections cannot be set up in the mobile app. If you need to add or manage an API connection, please log in via a browser on desktop or mobile instead.
Contacting Support
Submit your request via support ticket or email support@cointracking.info.
Please note: support is currently available in English and German only (not Spanish or other languages).