Sign-In and Password Troubleshooting

I can’t sign in. What can I do?

This article will guide you through the steps to take if you are unable to reset your password in the Bakkt® App. 

I am not receiving an OTP or verification code when attempting to reset my password.  

  •   Make sure you are using the email or phone number associated with your Bakkt App account.
  • Check your spam folder.
  • Ensure you have a strong internet connection. Connect to Wi-Fi if it’s available.
  • Disable VPN (virtual private network) and TOR connections (Torrent, the onion router) on your mobile device. 
  • Restart your device. 
  • Remove and reinstall the Bakkt App on your device. 

If you are still not receiving an OTP or verification code after taking the above-listed steps, please contact our Customer Care Team

If you are receiving an error message different from "Unrecognized login. Please try again,” please reach out to our Customer Care Team.

I am receiving the "Non-secure device" error message during sign-up or sign-in 

If you are receiving the "Non-secure device" error message when attempting to sign up or sign in, please ensure your device meets the following criteria: 

  • Your mobile device is disconnected from a VPN (virtual private network), corporate Wi-Fi network or TOR (the onion router, torrent) connection.

  • You are not trying to sign in from a jail-broken or rooted device.

  • Multiple Bakkt accounts are not being accessed from the same device.

  • Ad blockers are disabled.

If your device meets the above criteria and you are still seeing this error, please contact our Customer Care Team.

I am unable to save my new password

If you experience trouble saving your new password, please double-check the following: 

  •  Make sure that you are using the most recent version of the Bakkt App.
  •   Make sure that you are meeting the password requirements.
  •  Remove and reinstall the Bakkt® App on your device.

If the issue persists, please reach out to our Customer Care Team

 

 

 

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