Please note that this is an outdated version of this article. You can find the updated article here.
If you’re having general login issues, we recommend disabling all extensions (like Adblock) and any VPN software that may interfere with the site. We also recommend clearing the browser cache, and resetting Poloniex data storage.
If you’re having captcha issues, we advise disabling any anonymous browsing or an advert blocking browser extension, as those can interfere directly with the captcha service. We also recommend using our mobile applications to login in these cases.
If you believe your account was compromised, please contact our Support Team providing the last login date and location you can recall.
If you need to reset your password, please visit the login page here and click on the password reset feature below the sign in field. Once you begin the procedure, an email will be sent to you with a link that allows you to set a new password.
If you need help with two-factor authentication, please visit this page for troubleshooting tips.
If you are experiencing a 1015 error while using the main site, it most likely means you are connecting with multiple devices from the same IP address. This could mean multiple windows open, multiple computers, a phone and a computer at the same time, or anything similar.
Clicking the login button multiple times while logging in or refreshing the window may also trigger multiple connections and lead to this error. This is only a temporary ban and will pass, but we do not have an exact duration for this.
If you can’t get past the one-time code prompt, please check your email for a message from firstname.lastname@example.org with the required code. For security reasons, customers who do not have two-factor authentication (2FA) enabled are required to enter a one-time authentication code when logging in from an unfamiliar location. This one-time authentication code sent via email helps to keep your account secure.
This code is only valid for 5 minutes and will fail if your IP address changes during the process. If you attempt to login after the code is expired, you will receive a new email with a new code and will have to try again.
If you’re having trouble finding the email, please check both your inbox and spam folders. If still you're unable to locate the email, please try to whitelist or add the following domains to your contact list:
- Support Email: email@example.com
- Account News Email: firstname.lastname@example.org
- Verification Code Email: email@example.com
- Activity Notification Email: firstname.lastname@example.org
Once you complete that step, try logging in again after 5 minutes.