Is Crypto.com down or not working today?

You didn't receive the verification email

• Check that you entered the email address registered to your Crypto.com App account.
• Search your Spam and Trash folders for the login email.

The verification link is invalid

• Click the link in the most recent login email you received from Crypto.com.

The SMS code you entered is invalid

• Tap Resend on the SMS verification screen and enter the new code.

You forgot your passcode

• Reset your passcode with Crypto.com's reset steps.

Your account is temporarily locked after repeated failed attempts to enter the passcode.

You don't remember your registered email address

• Search 'Crypto.com' in all your inboxes to find the address registered to your account.

You lost access to your registered email account

• Contact Customer Support at chat.crypto.com.

Still unable to log in with your email address

• Clear cache and cookies from your web and mobile browser.
• Delete all login emails from your inbox and try again.

If that does not work: Contact Customer Support at chat.crypto.com.

Your withdrawal hasn't arrived

In most cases withdrawals are almost instant and normally take no longer than 2-3 hours to be processed.

• Allow that time; note that withdrawals are sent from an address different from your deposit address.

You can't withdraw to a new address

Crypto.com requires whitelisting every new withdrawal address; with the 24-hour withdrawal lock enabled, a newly added address is locked for 24 hours.

• Whitelist the address, then wait for the 24-hour lock to end if the feature is on.

The withdrawal asks for verification you can't pass

Withdrawals are verified with your passkey, or with 2FA and an SMS code if no passkey is set up.

• Use your passkey if it is set up; otherwise have your 2FA app and phone ready for the SMS code.

Your deposit is shown as Pending

Either the required number of block confirmations hasn't been reached, or you are in a country where the Travel Rule applies (such as the UK and Singapore) and must submit more information.

• Wait for the confirmations: you are notified when the deposit is processed.
• Travel Rule: go to the Accounts tab and tap 'Submit Now' on the pop-up about your deposit.

You can't see the deposit record in the app

• Check the status on the platform you withdrew from, and on-chain by pasting the transaction hash into the blockchain explorer.
• If the status is failed or pending, contact your withdrawal platform: the funds have not reached Crypto.com yet.

If the on-chain status is successful, double-check the wallet address: Crypto.com cannot recover funds sent to an address it does not manage.

You deposited an unsupported token

• Contact Customer Support to recover the deposit manually.

Retrieval may not be possible in some cases, and a manual recovery fee of up to 150 USDT/USDC applies.

You forgot your passcode and can't log in

• On the passcode screen at login, tap Forgot Passcode.
• Complete verification with a passkey if you have one; otherwise follow the verification steps shown.

Conditions: The verification steps depend on your account balance. To reset your Crypto.com Web passcode, use the Crypto.com App.

You lost access to your registered phone number

• On the login screen, enter your email to complete email verification.
• Tap 'Didn't receive a code?' then 'Change Phone Number', complete passcode verification and enter your new number.

Conditions: The new number must have the same country code as the previous one. With a balance of US$5,000 or more, identity verification is required.

You can't locate your crypto deposit

• Go to Settings > Support > Crypto Deposit Recovery > Request Deposit Review.
• Enter the transaction hash from the withdrawal platform and click Submit.

Conditions: Auto-Review takes up to 20 minutes; you can check back or wait for an email.

The amount held on your Crypto.com Prepaid Card is higher than your purchase

Some merchants preauthorize a higher amount; the excess is released when the transaction finally settles.

• At a gas station, pay at the register inside instead of at the pump to avoid a large hold.

Conditions: Hotels and rental companies: excess holds can take up to 60 days after your stay or rental to come back.

A card transaction is unauthorized, or the merchant didn't deliver

• In your Crypto.com Prepaid Card's Transaction History, select the transaction, tap 'Report an Issue' and choose a dispute reason.
• Answer all the questions and attach the relevant documents.

A purchase with the Crypto.com USD Card was declined

Common reasons: the card is temporarily blocked in the app, the USD balance was insufficient, or the PIN or card details were wrong.

• Check in the Crypto.com App that the card isn't temporarily blocked and that your USD balance covers the purchase.
• In store, choose Credit: the card operates exclusively in this mode. Installment payments are not supported.

If that does not work: Contact support via the in-app chat or chat.crypto.com with the amount, merchant name and any error message.