What do I do if I think my account has been compromised?

If you believe that your cryptocurrency account may have been accessed, or security settings attached to your account (such as emails, passwords or Two Factor Authentication) has been leaked to an unauthorised third party, we recommend you immediately:

#1. Change your password to a new, strong password. See 'How do I reset my password?'

#2. Change your Two Factor Authentication (2FA) setting for every related service you use. To reset your Cryptopia 2FA see 'How do I reset my Two Factor Authentication (2FA)?'

PLEASE NOTE: We strongly recommend using a dynamic timed 2FA code generator such as Authentication Applications (e.g. Google Authenticator or Authy) or a Cryptopia 2FA Authentication Device. Our article 'What are the different types of Two Factor Authentication (2FA)?' has further information on how to set this up correctly. 

#3. Update your password and 2FA settings from a previously unused, trusted and secure device. This will ensure any updated setting are not accessed by or leaked to an unauthorised third party.

Our article How do I make my account more secure? has further information. 

#4. Report to Cryptopia any security concerns regarding your account including when you suspect your account may have been compromised.

Immediately,  raise a 'Support' ticket with Cryptopia here.  In the 'Category' field choose 'Account' and in the 'Subcategory' field choose 'Compromised Account', then in the body of the ticket describe in detail your concerns as to why you believe your account may have been compromised. This will ensure your ticket is forwarded to the correct support team member without delay. 

What do I do if I think my computer, phone, or another device has been compromised?


If you believe your computer, phone, or any another device you use may be compromised (either physically accessed, stolen or lost, or may not be secure online), we recommend you immediately change your passwords and 2FA settings for all services which could be accessed from that device. 

What do I do if I think my email address has been compromised?


If you believe your email address may be compromised, it is critical you change your both your 2FA settings and password for this email account, to prevent further access, and also on any accounts related to that email address, i.e your Cryptopia account. 

Unauthorised access to your email account can reveal private and confidential information in addition to your exchange account credentials.  It is important you use an email provider which also supports 2FA security on your email account. We recommend you check with your current provider to see if they offer this support and, if so, enable it. 

At your request, Cryptopia Support can change the email address registered with your account. Our article 'How can I change my registered email address?' provides instructions.

Once your security credentials have been updated,  raise a 'Support' ticket with Cryptopia here. In the 'Category' field choose 'Account' and in the 'Subcategory' field choose 'Compromised Account', then in the body of the ticket describe in detail your concerns as to why you believe your account may have been compromised. This will ensure your ticket is forwarded to the correct support team member without delay. 
PLEASE NOTE: The security of your Cryptopia account is dependent on you ensuring the safety of your credentials and the email address registered with it. It is important that you are confident your credentials are secure at all times.