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Can't login or use Koinly

Written by Jack

Having trouble accessing Koinly because you cannot log in or seeing strange browser errors when reviewing your data? These may be caused by some local misconfiguration on your browser or network.

This article provides some general steps you can try to resolve:

  • Login issues
    You can't log in to Koinly because your password is not accepted, you don't remember your password, etc.

  • Browser issues

    You can log in to Koinly but can't use the platform because the website glitches, dashboard is blank, you're getting http 500 errors, etc.

General troubleshooting

Usually, you won't have to go through the whole list - try logging in again after each action. For browser issues, skip steps 1 and 2.

  1. Confirm your email
    You may use multiple email addresses and have signed up to Koinly with a different email than you thought - search your mailbox for some message from Koinly and check to which address it was sent
    ​

  2. Confirm your password
    If you're not sure which password you used when signing up, you can easily reset it via this page:
    ​app.koinly.io/forgot

    • You may have also used SSO ("Continue with Google", or "Continue with Revolut") to sign up.
      ​

  3. Clear cloudflare cache
    We use Cloudflare for bot/DDoS protection. Sometimes there may be some persistent cache preventing the page from loading correctly - you can reset it by visiting this page:
    ​api.koinly.io/cf
    ​

  4. Hard-refresh your browser
    Go to app.koinly.io/login and press Ctrl + Shift + R (Command + Shift + R on a mac) to clear the website's cache
    ​

  5. Clear browser cache and cookies
    Try deleting all cookies and cache in your browser (this may log you off from other websites)
    ​

  6. Disable VPN
    If you're using VPN, try disabling it as the VPN IP may be flagged as "botty"

    • This includes Apple's "Private Relay" (for iOS devices)
      ​

  7. Change VPN country
    Try switching the country you have set in your VPN. What usually works the best is USA, UK or Germany
    ​

  8. Disable antivirus
    If you're using any 3rd party antivirus software, custom firewall settings or some "internet protection suite", try disabling it or whitelisting koinly.io in the settings (sometimes you need to do both, as it's not that easy to disable some antiviruses)
    ​

  9. Try a different device
    Try logging in using a different device (e.g. you phone). If you can log in, then there's something wrong with the local setup of your main device.
    ​

  10. Try a different browser
    Try logging in from a browser you don't normally use, with a vanilla profile (no additional extensions installed, default settings). If you can log in, then some extension or setting on your main browser is blocking Koinly from authenticating you.
    ​

  11. Contact our Support
    If none of the steps above helped, please contact our Support team via our in-app chat.

Common questions and issues

Captcha loop

If you can't log in because you're constantly asked to solve Captcha puzzles (like "select all crosswalks") and you just get another puzzle after another, then it usually points to some browser extension blocking cookies or scripts.

Try the general troubleshooting steps (you can skip step 1 and 2)

I'm not receiving the password-reset email

Be sure that you're providing an email associated with a Koinly account (look for old messages from Koinly).

Check your spam (junk) folder as automated messages tend to go there.

I can't start a new support chat

We use a third party service for our Support chat, so any extensions blocking third party cookies and scripts may impede this functionality. Consider temporarily disabling extensions like AdGuard, AdBlocker, etc.

Try the steps from the Browser issues section

Error 500 and internal errors

Errors like that usually point to some temporary server issues and are usually resolved within an hour or so. We have automated signals in place so there's no need to contact our Support team about it, unless the issue persists for a longer period.

Calculations are stalled, never finish

Be patient first - calculations for larger accounts may take time to finish, even up to 24h.

If you have few transactions but your calculations never finish (and capital gains are never shown on any transactions) you can try restarting calculations by clicking "Recalculate" in Settings → Cost basis:

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