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

Look in the Mullvad client

In the Mullvad client, you can find your account number under the Settings tab.

Find the file on your computer

You can find your account number in one of the following files based on your operating system.

  • macOS: ~/Library/Application Support/mullvad/user-pass.txt
  • Windows: C:\Users\USERNAME\AppData\Local\mullvad\mullvad\user-pass.txt
  • Linux: ~/.config/mullvad/user-pass.txt

These files and their locations are only valid for versions 64 and newer of the client. If you have an older version, please download the latest version now.

Follow the money

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

Paypal
Use the page Account recovery for PayPal users.

Credit/debit card
Please email support@mullvad.net 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.

Bitcoin
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 both the signature and the address to us at support@mullvad.net. 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 blockexplorer.com 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.

Cash
This is time sensitive since we shred the envelopes shortly after receiving them. To help us find the correct one, send an email to support@mullvad.net 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 support@mullvad.net and provide us with

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