Sign-Up and Sign-In Questions
This article lists general sign-in and sign-up information.
I am unable to sign up. An error message says that my email is already in use. Can you help me sign up?
If you have not signed up for the Bakkt App and no one else should have access to your email address, please contact customer care via email at firstname.lastname@example.org.
I am having trouble creating a password. Can you help me create a password?
I am having trouble creating a Bakkt ID. Can you help me create a Bakkt ID?
Can I successfully sign-up for the Bakkt App if I am connected to a VPN on my mobile device?
It is recommended to disconnect from your VPN connection while signing up for the Bakkt App.
Can I have more than one Bakkt account?
Each Bakkt App user may only create and use one Bakkt account.
Can I sign in to multiple Bakkt App accounts on one device?
Users may only sign in to one Bakkt App account per device.
I haven't received my verification or OTP code yet. What do I do?
If you have not received your verification code and you have already selected the prompt to resend it, please follow these steps:
- Ensure you have a stable Wi-Fi or cellular data connection on your mobile device.
- Double-check to ensure that you are looking in the inbox of the email address associated with your Bakkt App account.
- Check your spam folder.
- Exit and re-open the Bakkt app.
- If the issue continues after taking step 2, reboot your mobile device.
- Remove and Reinstall the app.
- If you still experience this issue after taking step 3, reach out to customer care via email at email@example.com.
I am having trouble signing back in. What do I do?
If you are unable to sign back into your account or if have forgotten your password, please select the Forgot Password prompt on the sign-in page to reset your password. If the issue persists, please reach out to customer care by emailing us at firstname.lastname@example.org.
I do not have a valid government-issued ID. Can I still sign up?
Yes, but you will have limited access to the app. All purchases, exchanges, and sales require that you have a valid government-issued ID.
Can I sign in using Touch ID or Face Recognition?
Yes, you can enable biometric features that are available on your mobile device.
Is there an age requirement?
You must be 18 years or older to utilize the Bakkt app.
What is Plaid?
Plaid is a banking platform that securely transfers financial data from your banking institution seamlessly to an app.
Can I link a credit or debit card to my Bakkt account?
Currently, your bank account can be linked to the Bakkt® consumer app via Plaid.
My bank/credit union isn't listed within Plaid, is there another way to add my bank account?
Currently, all payment methods linked to the Bakkt App must be supported by Plaid and compatible with the Bakkt App.
I am unable to link my bank account to Plaid. What do I do?
If you have already confirmed that your bank or credit union is supported by Plaid, please contact customer care via email and have the following information ready to provide to a customer care agent:
- The error message/code that appears (if any).
- Name of the banking institution you are trying to add.
- Any troubleshooting steps you've already tried.
Can I sign up for the Bakkt® App if I live outside of the United States?
To use the Bakkt App, users must reside in the US. Currently, Hawaii, US territories, and military addresses (APO/DPO, FPO) are not supported locations.