We’re excited to have everyone experience the new and improved Coinsquare. To make the transition as smooth as possible, we’ve gathered up some of your frequently asked questions along with our solutions!

Q: I don’t remember my old password.

A: If you’re having trouble with entering the password for your old Coinsquare account, we recommend resetting it here: https://coinsquare.com/recover_password

Q: I’m experiencing an error after inputting my login information.

A: If you’ve made any changes to your old Coinsquare login credentials like resetting your password or deactivating 2FA, you won’t be able to use the same email received before you made the changes and you may come across an error.

To avoid seeing this error, please resend the migration link via email after you’ve made changes to your login information. You can do so from here.

Q: I’m receiving an "invalid email" message while trying to resend the migration link.

A: If you receive this prompt, it’s likely that your account falls into one of the following categories:

  1. Your account has a different email address associated with it. This is a fairly common occurrence since a username was previously used to sign in. One way to confirm the correct email is being used is by checking to see if you have received emails from us regarding registrations or transactions. If there is difficulty locating the email associated with your Coinsquare account, feel free to reach out to us at support@coinsquare.com or via the blue support chat bubble.

  2. Your account has already finished the migration process! You should now be able to login to the new Coinsquare using your email and password on the app or on our website!

Q: I can’t continue past the password field and do not receive an “invalid password.”

A: The aspect ratio of your device may be cutting off the option to continue at the bottom of the page. You should see a checkbox next to the section about our updated policies. This needs to be checked off in order to agree to our Terms of Use and Privacy Policy.

Adjust the zoom/ view of the screen and you should be able to continue.

Q: I just completed the migration process but now my withdrawals are restricted.

A: A 7-day wait period on withdrawals was most likely triggered due to a recently changed password during the process. If you require immediate access to your funds, or would like to inquire further about the restriction, please contact our Support team via email at support@coinsquare.com or through the blue chat bubble in the bottom right of your screen.

If you couldn’t find a solution here, or your question wasn’t answered, please reach out to us at support@coinsquare.com or via the support chat below. We’d love to help you migrate to our new platform! We look forward to seeing you there!

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