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I can't log into my account
I can't log into my account

Support information

Laura avatar
Written by Laura
Updated over a week ago

How can I access my account?

If you have logged out when leaving the app, to access your account again you will need to log in with the email and password you created during the registration process.

If you access from the web app, the login credentials for the web app are the same as for the mobile version. To add an extra layer of security, during login we apply a two-step authentication protocol. This means that, during the process, you will also be asked for a six-digit code (which you will receive in the email address associated with your account).

Why can't I access my account?

There are a few reasons you might have trouble logging into your HeyTrade account. All of them are temporary and can be solved.

Here you can see some of the common login issues:

  1. You entered your email address correctly. Try typing the email manually, without using the autocomplete option, and make sure not to leave blank spaces before or after the email, as the app will consider it as an extra character.

  2. You signed up using a different email address.

  3. You entered your password correctly. If you don't remember it, we recommend you change it by clicking on "Forgot your password" to avoid possible lockouts.

If you still can’t access your profile, please contact us via chat or email at and send us as much information as you can.

I have forgotten my password

Don't worry! You can create a new password from the home screen of the app by clicking on "Forgot your password?”. Before making the change, you need to verify your identity, so you’ll need to enter the email address linked to your account, and we'll send you a verification code for security reasons, to be entered manually.

Once your identity has been verified, you’ll be able to create your new password. Remember that it must have at least 6 characters, including 1 letter [a-z] and 1 number [0-9].

We hope this information has been useful to you. If you have any questions, please contact us through our chat system, or drop us an email at We will be more than happy to help you! 😊

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