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Unable to login

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I can't remember my password

 

  1. Tap Log in and then tap the option Forgot password
  2. Enter your email address, then open the reset link we email you. 
    • The link is only valid for 15 mins.
    • Use the same device, browser and network from start to finish to prevent the link from breaking.
  3. Set your new password, then enter your 2FA code to complete the process.

Full guide: How to update, change or reset your password. Nothing arrived or the link failed? See below.

Issues with 2-factor authentication

 

If you're not receiving a verification code, work through the column that matches your setup.
Code by SMS Code from an authenticator app
  1. Check if you have signal. SMS won't arrive without coverage.
  2. Check the number on your account is correct and still in use. How to update your phone number.
  3. Check your phone isn't blocking unknown or short-code senders.
  4. Restart your phone.
  5. Still nothing? Ask your mobile provider whether SMS is being blocked on your line.
  1. Set your device date and time to update automatically. Codes come from the clock, so a device a minute out produces codes that get rejected. This is the usual cause.
  2. Update the authenticator app.
  3. Codes generating but being rejected? Follow these steps.

 

I can't remember or have lost access to my email address

 

If you've forgotten the email you use for Uphold, consider the following tips:

  • Check all your email accounts. Search your inbox for any emails you might have received from Uphold (funds received, sent, spent or traded).
  • Check your Uphold contact list. If you ever sent funds to a family member or a friend with an Uphold account, they might be able to help you identify the email address you have used.

Important: We'll only ever contact you from the following domains:

  • @uphold.com 
  • @help.uphold.com
  • @marketing.uphold.com
  • @upholdmail.com 
  • @unboxed.uphold.com

If you've lost access to your email and can't log in to your Uphold account, contact us using this form to raise a ticket and we will get in touch to verify your identity and get you sorted. 

I'm not receiving emails from Uphold

 

  1. Search all your mail for "uphold", including Spam, Junk and Archive.
  2. Check if your filters and forwarding aren't diverting our emails elsewhere.
  3. Check if your mailbox isn't full. A full mailbox rejects new emails.
  4. Add noreply@uphold.com to your safe senders list.
  5. Ask your email provider whether uphold.com is being blocked at the server level.
The email confirmation link does not work

 

Links are tied to the device and connection you started on. That's usually why one fails.

  1. Start and finish on the same device & browser.
  2. Stay on the same network. Don't switch from Wi-Fi to mobile data part-way through.
  3. Check device and network blockers:
    1. Turn off your VPN. On Apple devices, turn off Private Relay too, as it masks your IP the same way. How to manage Private Relay.
    2. On Android devices, if the link opens in a browser instead of the Uphold app, go to Device Settings → Apps → Uphold → Open by default (or Opening Links) → toggle on Open supported links.
  4. Request a fresh link. Old ones expire after 15 mins.
I'm being asked to approve my login on my phone

 

This is expected. Web logins need approval from a trusted mobile device.

  1. Log in on the web as normal.
  2. Approve the request on the phone where you're signed in to the Uphold app.
  3. Go back to your browser. You'll be signed in.

Guide: How do I log in to Uphold on the web?. No app? Install it and sign in on your phone first.
 

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