Can't Log In — Password Reset Not Working
Locked out of your wallet or platform account and the password reset process is failing.
This guide covers 5 verified steps to resolve "Can't Log In — Password Reset Not Working". Follow each step in order before moving to the next. If the steps below don't resolve your issue, use the community support options at the bottom of this page.
Distinguish Wallet vs Platform Login
There are two different things: (1) A non-custodial wallet like MetaMask uses a local password — if forgotten, only your seed phrase can restore it. (2) A custodial platform (Binance, Coinbase) has a traditional account login you can reset via email.
MetaMask Password Forgotten
On the MetaMask login screen, click "Forgot password". You'll be asked to enter your 12/24-word seed phrase to set a new password. Without the seed phrase, there is no other recovery option.
Platform 2FA Issues
If your 2FA device is lost, use backup codes (you should have saved these at setup). If you don't have them, contact platform support with identity verification — KYC documents, email access, and recent transaction history to prove ownership.
Email-Based Reset Not Arriving
Check spam/junk folders. Add the platform's domain to your safe senders list. If still not arriving, try a different browser or contact support to update your email address after identity verification.
Beware Recovery Scams
Never trust anyone claiming they can recover your wallet for a fee or asking for your seed phrase. Official support will never ask for your seed phrase under any circumstances.