Troubleshoot

I'm not receiving one-time password (OTP) emails

Check your email address for typos (e.g., extra spaces, wrong domain (gmial.com instead of gmail.com, missing letters)

1. Try on a different browser and device. Disable all VPNs and browser extensions

2. Add [e-mail] to your Allow List, Safe Sender List, and Contact List

3. Search "from:[e-mail]" in:

   • Spam/Junk inboxes

   • Promotions / Updates tabs (Gmail)

   • Bulk Mail / Clutter folders (Outlook)

4. Corporate emails: Contact your IT department to allow list [e-mail] and check quarantine

5. Group / shared emails: Ensure your inbox is set-up to allow emails from external email addresses

Still not receiving emails after doing the above? Reach out to us at [e-mail] with the following:

• Date, time, and time zone you requested the code

• Browser and device

• Email inbox provider (Google, Outlook, Yahoo, etc.)

• Is this a group/shared email? (e.g., Google Workspace)

I've lost access to my log-in method

If you've lost access to your primary log-in method (e.g., email, phone number, Apple OAuth, etc.), Privy is unable to recover your account or manually update/add primary log-in methods. The system is designed such that only you, the end user, can access and make changes to your primary authentication methods.

However, if you've enabled multi-factor authentication (MFA) (e.g., TOTP or passkey) on your Privy wallet and have lost access to that MFA method, please reach out to support team for the app you're using.

Can I export my wallet?

Yes, you can export your account before deleting your account on the Settings section of the app or by visiting export.capturgo.com