For your safety, we lock your account after too many wrong attempts. Find your case below.
Wrong password
Your account locks after 4 wrong password attempts. To unlock it:
Tap “Forgot Password” on the login screen and enter your email address.
Open the reset link we send you in a browser. It expires after 5 minutes.
Set a new password, then log in.
Wrong withdrawal PIN or 2FA code
Your account locks after 4 wrong PIN attempts, or 5 wrong or expired 2FA codes. Each 2FA code is valid for 5 minutes. “Reset PIN” does not work while your account is locked. Your money stays safe. To unlock it:
Log out of the app or website.
Tap “Forgot Password” and open the reset link we send to your email.
Set a new password, then log in.
If the app still says your account is suspended when you enter your PIN in the first hour after you unlock it, go to “Settings”, then “Security”, then “Reset PIN”.
Other login messages
Wrong login code on a new device: this does not lock your account. Log in again to get a new code, valid for 5 minutes, and use the code in the newest email.
Too many login attempts: if you try to log in more than 10 times in 15 minutes, wait for the time shown on the screen, then try again.
Restricted by our team
Sometimes our team limits an account, for example during a security or compliance check. Your money stays in your account, and a password reset does not lift the restriction.
Payments paused or under review: withdrawals, transfers and payments are paused. You can still log in, see your balance and receive money.
Suspended: you cannot log in. This can happen if you submit more than 5 empty trades or already-used cards within 30 minutes, or flood the trading system.
After an email change: if our team changed your email, withdrawals, transfers and PIN reset are paused for 48 hours. The pause ends by itself.
Need help?
Contact support via in-app chat, WhatsApp on +2347060502770, or email at support@cardtonic.com with the username on your account. Contact us too if you no longer have access to your email, or if a password reset does not unlock your account.
Please note: Cardtonic will never ask for your password, PIN or verification code. Do not share them with anyone, including people who say they are Cardtonic staff.