> ## Documentation Index
> Fetch the complete documentation index at: https://docs.magicmarkets.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Cannot log in

> Sign-in code, two-step code and too-many-attempts problems, in the order worth trying.

## Sign-in code not received or rejected

When you sign in with email, MagicMarkets emails you a one-time code.

1. Check spam and any promotions folder.
2. Check whether your email provider is blocking mail from MagicMarkets.
3. Request a new code from the sign-in screen and enter it promptly. Use the newest email, not an older one.
4. Confirm you entered the email address you registered with. To change it, choose Use a different email.

If you signed up with Google, choose Continue with Google instead.

## Two-step code rejected

With two-step verification on, MagicMarkets emails you a code when you sign in.

1. Enter the code from the newest email. Each code is valid for a short time only.
2. If it does not arrive, check spam, then request a new code.

**Lost access to your email.** Email [support@magicmarkets.com](mailto:support@magicmarkets.com) from another address, and give the email address on the account. Expect identity checks, because this path is exactly what an attacker would try.

## Too many attempts

After repeated failed attempts, the sign-in screen tells you there have been too many attempts. Wait, then try again. If it still fails, contact support.

## Account suspended for inactivity

Accounts inactive for more than 12 months may be suspended. [Contact support](/traders/support) for instructions on how to reactivate.

## Blocked location

Some territories cannot register or trade. If you have an account and you are in a prohibited jurisdiction, you cannot deposit or trade from there. You can still withdraw your balance. See [Company and licence](/platform/company-and-licence).

## Before you contact support

Have ready:

* The email address on the account.
* Which step fails, and the exact message shown.
* Whether you sign in with Google or with email, and whether two-step verification is on.
* When it last worked.

[Contact support](/traders/support).

<Warning>
  Support will never ask for your password, a two-step code or an API key. Anyone who does is not us.
</Warning>


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