Common login issues — and how to fix them

1. Wrong password or credential errors

First, verify caps lock and keyboard layout. If unsuccessful, use the "Forgot Password" flow. If password reset email doesn’t arrive, check spam and confirm your anti-phishing code appears in the message.

2. Lost 2FA or authenticator access

If you no longer have your authenticator device, immediately use backup codes if stored. If you don’t have backups, begin KuCoin’s account recovery which will require identity verification and may take several days to ensure safety.

3. Account temporarily locked after failed attempts

Lockouts protect your account from brute-force attacks. Wait out the cooldown, reset your password, and consider enabling additional safeguards like hardware keys.

Important: Never share 2FA codes, password, or private keys with anyone claiming to be support. KuCoin support will never ask for your password.

Verification & KYC problems

Common delays include blurred photos, mismatched names, or unsupported ID types. Re-upload clear images, ensure name spellings match your ID, and check photo requirements on the verification page.

Contacting support

Use the in-app support or help center. Include non-sensitive details like the email linked to your account, timestamps of failed attempts, and screenshots (redact personal info). Keep follow-up messages concise and patient — recovery often needs careful manual review.

FAQ — Detailed

How long does account recovery take?

Recovery times vary — from a day to several business days depending on the complexity and required verifications.

What if my KYC is rejected?

Review rejection reasons and re-submit clearer documents. Make sure your ID is valid and photos show all edges and text clearly.

Can support help if my email is compromised?

Yes. Demonstrate ownership and follow their secure recovery steps. You will likely need to provide identity verification and transaction history samples.

What to do if I suspect a compromise?

Immediately change your email and passwords, revoke active sessions, withdraw small test amounts once access is restored, and contact support.

Troubleshooting requires patience — follow correct recovery flows and do not share private credentials with anyone. Security steps add time but protect your funds.

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