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Lost Account

ACCOUNT AND PAYMENTS

Last updated: 25 September 2019


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

Note: 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 VPN app

In the Mullvad app, click on the Settings icon (cogwheel) and then Account to find your account number.

Account settings in the Mullvad VPN app

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.

Vouchers

Use the page Voucher account recovery for Vouchers holders.

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.
  • The amount that was paid.

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  the signature ,  the from address that was used and the transaction ID 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.
  2. Select the Bitcoin Cash address from which you made the payment.
  3. Right-click and choose Sign/verify message.
  4. Enter the word mullvad in the Message field, then click Sign.
  5. 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.

Swish

Send an email to support@mullvad.net and provide us with

  • the first eight characters of the Order ID.
  • the date and time of payment
  • the amount.

If you do not have an Order ID, which would be the case if you have made the payment before 07 Aug 2019,
then include the phonenumber of the device that made the payment.

To find your Order ID, open the Swish app, and tap on Payments, and then tap on the payment .