Back to Guides

Lost Account

We provide you with a number of ways, from simple to more complicated, to retrieve your account number.

Please note that if you contact us to help resolve a lost account number, you will end up disclosing information about yourself to us (at a bare minimum, an email address). Read our Privacy policy to learn how we handle user information.

If you prefer to remain anonymous, you can instead create a new account.

Look in the Mullvad App

In the Mullvad app, you can find your account number under the Settings/Account tab.

Follow the money

Based up your payment method, there are a number of ways to find your account number.

Use the page Account recovery for PayPal users.

Credit/debit card
Please email with

  • the last four digits of your credit or debit card
  • the expiry date (month/year)
  • the date, time, and corresponding time zone at which you made the payment.
  • The amount that was paid.

Use the page Account recovery for Bitcoin users.

Bitcoin Cash
If you have made your payment through one or several mixers, this method will not work.

Using the Bitcoin Cash address from which you sent the payment, sign the message with the word mullvad and send  the signature ,  the from address that was used and the transaction ID to us at Please do not send us your private Bitcoin Cash key.

If you're unsure as to which address you sent the payment from, you can use to retrieve it by entering the Mullvad Bitcoin Cash address that received the payment.

Not sure how to sign messages? Here's an example using Electron Cash:

    1. Navigate to View → Show Addresses, then select the Bitcoin Cash address from which you made the payment.
    2. Right-click and choose "Sign/verify message".
    3. Enter the word mullvad in the Message field, then click Sign.
    4. Use the result in the Signature field (a long string of characters ending in "=") as your signature.

This is time sensitive since we shred the envelopes shortly after receiving them. To help us find the correct one, send an email to with as many of the following details as possible:

  • what the envelope looks like
  • the postage date on envelope
  • the location from which it was sent
  • the value that it contained.

Bank transactions
Send an email to and provide us with

  • the date of the transaction
  • the amount of the transaction
  • the bank from which it was sent or your name.

Send an email to and provide us with

  • the phone number which was used
  • the date of payment
  • the amount.