In this article (click to jump to your issue):
Invalid Captcha
- Ensure your FTX App is updated to App version 4.2.4 CP version 0.0.13 or later (this can be found in Settings). If you aren't sure, you can uninstall/reinstall to get the latest version.
- Reboot your device
Then try again with the following:
- On the login page, make sure you are on the correct region (US resident or Non US resident)
- When you get the password reset link in your email (use your email app), make sure to tap the green box to be directed to the app; or
- Copy the link manually and open it on your phone's default browser. Tap the reset link and it should give you the option to open the link either in browser or in the FTX app. Choose FTX app and it should work properly.
- Otherwise, try opening it on a different browser other than the default one on your phone (try Firefox).
- If you are using an iPhone, you might need to set the default browser to Safari on your phone settings.
If all of the above doesn't work, you may wish to try to do the following:
For the URL that you receive that looks like "https://blockfolio.com/user/password-reset?token=" please replace everything before the ? with ftx://reset_password
You should then be able to paste that updated link (the version that has ftx://reset_password at the beginning) into your device's default browser, and it should let your device know to open the link in the FTX app rather than the browser.If that does not resolve the issue, please let us know! Any screenshots or screen recordings of what you are seeing in the app can assist us in troubleshooting further if necessary. If any error messages appear, please tap them to display the full error message and include that as well.
Problems resetting password
We’ve pushed out an update as part of a migration process that will soon allow you to access your FTX App accounts on the browser. As part of this process, you will be prompted to change your password or reset your 2FA.
If you are having password reset issues please try the following:
- Reboot your device
- Ensure your FTX App is updated to App version 4.2.4 CP version 0.0.13 or later(this can be found in Settings)
Try again with the following steps:
- On the login page, make sure you are on the correct region (US resident or Non US resident)
- When you get the password reset link in your email (use your email app, ex. Gmail App, Yahoo App, Outlook App), make sure to tap the green box to be directed to the app; or
- Copy the link manually and open it on your phone's default browser. Tap the reset link and it should give you the option to open the link either in browser or in the FTX app. Choose FTX app and it should work properly.
- Otherwise, try opening it on a different browser other than the default one on your phone (try Google Chrome or Firefox).
- If you are using an iPhone, you might need to set the default browser to Safari on your phone settings.
- If all of the above doesn't work, you may wish to try to do the following:
For the URL that you receive that looks like "https://blockfolio.com/user/password-reset?token=" please replace everything before the ? with ftx://reset_passwordYou should then be able to paste that updated link (the version that has ftx://reset_password at the beginning) into your device's default browser, and it should let your device know to open the link in the FTX app rather than the browser.- If you are getting the "too many attempts" error, please wait for 15 minutes before trying again
- If you have successfully reset your password but still having trouble logging in, please make sure to enter your email and password manually (avoid using predictive text)
- Make sure to click on the latest verification email. You might have multiple verification emails and you will need to click on the latest one. We suggest deleting old emails to avoid confusion.If that does not resolve the issue, please let us know! Any screenshots or screen recordings of what you are seeing in the app can assist us in troubleshooting further if necessary. If any error messages appear, please tap them to display the full error message and include that as well.
- If you have successfully reset your password but still having trouble logging in, please make sure to enter your email and password manually (avoid using predictive text)
- Make sure to click on the latest verification email. You might have multiple verification emails and you will need to click on the latest one. We suggest deleting old emails to avoid confusion.If that does not resolve the issue, please let us know! Any screenshots or screen recordings of what you are seeing in the app can assist us in troubleshooting further if necessary. If any error messages appear, please tap them to display the full error message and include that as well.
If you only had a username without an email address:
It's possible that you had an account before - most likely a username-only account. Most of the customers with the same issue as yours usually forgot about ever creating this account, but no worries because we can help you locate it. Just provide us with a few possible usernames you might have used if you were to register an account so we can check if there are any hits.
Two Factor Authentication Reset
If you no longer have access to your 2FA codes, please contact us at support@blockfolio.com using your registered email. On the subject line of the email, please add the following: "Attn: 2FA Reset Request" and a member of our support team will assist you as soon as possible.
Comments
36 comments
My Authenticator doesn't give the right code any longer. How can I reset the app without it asking for an Authenticator code? I've already did the following steps:
Still it asks for a Authenticator code!
Hey all, my 2FA has been reset by the support team. I'm now able to use the app and also have access to my assets. Of course I've retrieved all the assets from FTX(blockfolio)...
Same problem here!
Similar problem here. After the password reset and Google Authenticator reset, I'm not able to sign in, because every code is invalid. I've been locked out since Wednesday and support only sent me a link to this page and did so far nothing to help. I have crypto in my account I can do nothing with. This is a disgrace. Do something already!
Exactly the same problem here. The first "new" code the app gave me generated the same token as was the current one, the app rejected that as a new token and I've not been able to log in to the app since then. It's been almost a week without being able to access my account. Please help.
@Claude: I was thinking that it was me who did something wrong, but I see I'm really not alone. I wasn't even able to post a ticket via the app because it required sign in to be completed, which I can't do. I emailed support instead, they replied as above, but haven't responded since Thursday. All I need is to have the 2FA working again, either via GA, or I don't mind if they switch me to email 2FA, I don't care, anything would be good. But they are doing nothing!
As of 5 - days ago I no longer am able to track the portfolio of coins I have used for several years on my iPhone. How do I restore an account that I was tracking coins with? I have my token from when it was Blockfolio. I've tried deleting the app (but not the data) and reinstalling it. Each time I open the app it just shows a basic main account with $ 0 balance.
5- days ago I saw the balance and coins tracked but when I went to scroll down the list to check another coin everything disappeared and the basic screen appeared in its place. At first, I thought I had swiped to a new page to create a new portfolio, but after not being able to find it no matter what I swiped I knew there was something else happening. Thanks in advance for any help on fixing the issue.
@Branislav: no you're not alone. I'm hoping that it is not too difficult to reset 2FA from their end and get us to do email verification and regain access to our accounts. As the market starts to heat up we need access to those accounts.
Hi I can't update my password for about 7days already... Following is the steps I was advices by support team
1, update ftx app to latest version
2 copy reset link to other browser, type with different password
3, 400- invalid capcha error
I have repeat the procedure more than 20 times still cant get through.
Mayb there is something I did wrongly
I can log in but can't update password, basically I'm just stuck
Please advice
@Andre Leong: same issue here.
FTX/Blockfolio you MUST fix this problem.
I am having the same issue, I need my 2FA reset so I can access my account. Please fix this FTX!
There is no sign that the problem will be solved at all. No matter how many inquiries I have, I haven't heard from support for 5 days. My problem is that my account is empty and initialized. Have you solved it? If so, please tell me how. please
Hello. I also had 2fa reset and signed in to a seemingly empty account. And finally I found my portfolio. Good luck to everyone here.
Agreed. I've been waiting a month for support to even acknowledge my request. How hard can it be to reinstall your token ID? Why does the support team even need to do this? They should have a spot for you to enter it and restore your portfolio just like any other app. If I had any doubts before about trading on FTX, this service convinces me to trade elsewhere!
I have been having the same problem for a month without any help from the support folks. I got a response on telegram app. They asked me to pay 0.01 BTC twice and that did not solve the problem. Then they asked 0.02 BTC again. I did not pay it seemed like a scam. Has anyone had similar issues
Sorry Riyaz Bashir ... It's a scam for sure.
I'm giving up , after 1 week trying everything that is possible I can't login again. Since I don't have cash in it (was only tracking my cripto) I decided to give up.
I had to go to App info > open by default > add link > and add blockfolio.com to get it to open the password reset link in the app.
Salim, Unfortunately I have iphone so i do not see the links that you suggested.
"App info > open by default > add link > and add blockfolio.com"
I am hoping that this FTX support can help.
My money got deducted from ftx but not deposited in binance account of 416 dollars help me
Seems like a lie the only time I lost track of my coins was here shame there's no help there's no support there's nothing that helps at all shame shame
Yeah, I've emailed Blockfolio support two times and no response. It specifically says that they are the only ones that can put your token ID back in to restore the portfolio you were tracking.
Shannae tottzy
Shannae totty
if they dont fix this, honestly this is the ideal time to make a better and free app just for tracking, no bullshit exchange and orient it towards exits, something like crypto.exits.app are doing...
Exactly the same problem here. The first "new" code the app gave me generated the same token as was the current one, the app rejected that as a new token and I've not been able to log in to the app since then. It's been almost a week without being able to access my account. Please help.
Estou com o mesmo problema, com o token 2FA. Espero que não demorem muito para solucionar.
Can anyone help me? I buy SOL through FT Wallet but when I use it on FTX pay still asking none is reflecting in my balance and authentication is being asked but I am verified already. Please help
Seems there is hackers
I if there's something to secure our accounts from hackers
I can't reach my wallet....
I opened my account and put eth coin in it, but when I wanted to send it to an account, I got a mail error and I could not reach my account. Every time I tried an email I used, I did not receive any email for resetting the password. I enter my user mail and password, but there is no mail to me, please help I am in a difficult situation. be...
It's been a month and no reply 。。。。。。。haizzzzzz
My Authenticator doesn't give the right code any longer. How can I reset the app without it asking for an Authenticator code? I've already did the following steps:
Clear cash of app
Clear data of app
Delete app
Install app again
Login as non-US resident
Still it asks for a Authenticator code!
Hey all, my 2FA has been reset by the support team. I'm now able to use the app and also have access to my assets. Of course I've retrieved all the assets from FTX(blockfolio)...
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